We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 121115 results
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Decision Reference DRN-4416722
24 Oct 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4416722 The complaint Mrs T has complained about her home insurer Liverpool Victoria Insurance Company Limited (LV) about a claim she made when she noticed her kitchen floor felt spongy. What happened Mrs T had become concerned about her kitchen floor. She thought there was or had been... (6 pages)View decision -
Decision Reference DRN-4320079
24 Oct 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4320079 The complaint Miss F complains about how Inter Partner Assistance SA (IPA) handled a claim against her travel insurance policy. Reference to IPA includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in... (3 pages)View decision -
Decision Reference DRN-4408914
24 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4408914 The complaint Mrs S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs S contacted British Gas to send an engineer to find a leak in her home. Several engineers visited to try and find the lea... (3 pages)View decision -
Decision Reference DRN-4413155
24 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4413155 The complaint Mr L complains that NewDay Ltd declined his application for a credit account. What happened This service has previously considered a complaint about a declined application Mr L made for a credit account with NewDay. This complaint wasn’t upheld by the Investigator... (2 pages)View decision -
Decision Reference DRN-4393994
24 Oct 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4393994 The complaint Miss D complained that PayrNet Limited (“PayrNet”) restricted and then closed her Pockit account and that it has not returned all the funds in it. What happened Miss D held a Pockit account. Pockit Limited is an electronic money agent of PayrNet Limited, which in ... (2 pages)View decision -
Decision Reference DRN-4416269
24 Oct 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4416269 The complaint Mrs M has complained that AA Underwriting Insurance Company Limited cancelled her motor insurance policy. She was concerned about the impact the cancellation may have on future premiums. What happened Mrs M took out a motor policy with AA Underwriting in November ... (3 pages)View decision -
Decision Reference DRN-4414922
24 Oct 2023 Nationwide Building Society UpheldMortgagesDRN-4414922 The complaint Mr M and Ms M complain that Nationwide Building Society caused delays with the issue of their mortgage offer, so their old house sold before they could buy the new one. They wanted Nationwide to pay the extra storage and accommodation costs they incurred. What hap... (4 pages)View decision -
Decision Reference DRN-4192460
24 Oct 2023 MBNA Limited UpheldBanking and PaymentsDRN-4192460 The complaint Mr B complains that MBNA Limited incorrectly recorded a default on his credit card account and that this information had a significant impact on his mortgage plans. What happened In late 2021, Mr B became aware of several fraudulent transactions on his credit card... (3 pages)View decision -
Decision Reference DRN-4415179
24 Oct 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4415179 The complaint Mr and Mrs P complain that The Royal Bank of Scotland Plc (RBS) has made a number of errors in dealing with some direct debits they wanted transferred from one account to another, and that the errors keep reoccurring. They also complain about the poor service they... (3 pages)View decision -
Decision Reference DRN-4414147
24 Oct 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4414147 The complaint Ms K has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under a boiler insurance policy. What happened Ms K contacted D&G when she found a fault with her boiler. D&G sent an engineer on a few occasions to try and rep... (4 pages)View decision
