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 119923 results
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Decision Reference DRN-4162529
26 Jul 2023 Shelby Finance Ltd UpheldConsumer CreditDRN-4162529 The complaint Mr M complains Shelby Finance Ltd trading as Dot Dot Loans (“Shelby”) didn’t update his credit file and contacted him about an outstanding balance which was settled as part of an Individual Voluntary Arrangement (IVA). What happened Mr M has provided a copy of his... (3 pages)View decision -
Decision Reference DRN-4119536
26 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4119536 The complaint Miss W complains about the settlement she’s been offered by Great Lakes Insurance SE for a claim she made on a travel insurance policy. What happened Miss W took out a single trip travel insurance policy through a broker. The policy was designed to provide cover f... (4 pages)View decision -
Decision Reference DRN-4267124
26 Jul 2023 Covea Insurance plc UpheldInsuranceDRN-4267124 The complaint Mr and Mrs R are unhappy with Covea Insurance Plc’s (Covea) handling of a subsidence claim made under their home insurance policy. They are also unhappy with the quality of repairs carried out to their flooring. Where I’ve referred to Covea below, this also includ... (5 pages)View decision -
Decision Reference DRN-4267119
26 Jul 2023 West Bay Insurance Plc UpheldInsuranceDRN-4267119 The complaint Mr M complains about West Bay Insurance Plc’s handling of his home insurance claim. West Bay is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As West Bay has accepted it is accountable for the actions o... (8 pages)View decision -
Decision Reference DRN-4156920
26 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4156920 The complaint Ms B complains about the level of service provided by Royal & Sun Alliance Insurance Limited (RSA) following a claim made on her motor insurance policy. She wants compensation for this. What happened Ms B’s car was taken for repair by RSA following a low speed... (2 pages)View decision -
Decision Reference DRN-4019125
26 Jul 2023 National Westminster Bank Plc UpheldMortgagesDRN-4019125 The complaint Mr H complains that National Westminster Bank Plc declined his request to remortgage a property he rented out. He said NatWest mistakenly disregarded some sources of his income, and its decision not to lend was negligent. What happened Mr H applied to remortgage a... (4 pages)View decision -
Decision Reference DRN-4107635
26 Jul 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4107635 The complaint Mr L complains about the delays Watford Insurance Company Europe Limited caused in making repairs to his car following a claim made on his motor insurance policy. What happened Mr L’s car was damaged, and he made a claim on his policy. He provided an estimate for ... (3 pages)View decision -
Decision Reference DRN-4151417
26 Jul 2023 Barclays Bank Plc UpheldBanking and PaymentsDRN-4151417 The complaint P, a limited company complains that Barclays Bank Plc trading as Barclaycard delayed processing a customer’s payment, which in turn led to a chargeback by P’s customer. P wants Barclaycard to refund the money it took and pay compensation for the stress caused and ... (3 pages)View decision -
Decision Reference DRN-4071732
26 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4071732 The complaint Miss R complains that Clydesdale Bank Plc (“Clydesdale”), trading as Virgin Money, irresponsibly granted her a credit card she couldn’t afford to repay. What happened Miss R entered into an agreement with Clydesdale to have access to credit with a credit card acco... (3 pages)View decision -
Decision Reference DRN-4091249
26 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4091249 The complaint Mr N complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (42 pages)View decision
