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 125400 results
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Decision Reference DRN-3998350
1 Aug 2023 Sesame Limited UpheldMortgagesDRN-3998350 The complaint Miss A has complained about the poor customer service she received from Sesame Limited (represented by New Homes Mortgage Services LLP) when she was applying for a mortgage to buy a shared ownership property. Miss A also says she was pressurised by New Homes to ta... (3 pages)View decision -
Decision Reference DRN-4276473
1 Aug 2023 National Westminster Bank Plc UpheldMortgagesDRN-4276473 The complaint Miss C and Mr H have complained that National Westminster Bank Plc (NatWest) has unreasonably decreased the valuation of their property, as a result of the bank saying that more than 20% of the property comprises commercial buildings, which it will not take into c... (5 pages)View decision -
Decision Reference DRN-4276129
1 Aug 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4276129 The complaint Mr and Mrs W complain because Great Lakes Insurance SE (‘Great Lakes’) hasn’t paid a claim under their travel insurance policy. All references to Great Lakes include the agents appointed to handle claims on its behalf. What happened Mr and Mrs W held a single trip... (4 pages)View decision -
Decision Reference DRN-4248790
1 Aug 2023 QIC Europe Ltd UpheldInsuranceDRN-4248790 The complaint Mr W complains about the way QIC Europe Ltd handled a claim under his home emergency insurance policy. Where I refer to QIC, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to thi... (4 pages)View decision -
Decision Reference DRN-4276223
1 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4276223 The complaint Miss C has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim on her pet insurance policy. What happened Miss C took out a policy with C&G for her dog, T, on 5 October 2020. The policy has since been renew... (3 pages)View decision -
Decision Reference DRN-4276050
1 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4276050 The complaint Mr L is unhappy Nationwide Building Society (“Nationwide”) hasn’t helped him retrieve money he lost when his cheque was intercepted. What happened Mr L closed his ISA account in November 2021 at which point Nationwide sent him a cheque for the balance of just over... (3 pages)View decision -
Decision Reference DRN-4276060
1 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4276060 Complaint Mr M has complained about personal loans Loans 2 Go Limited (“L2G”) provided to him. He says the loans were unaffordable and were therefore irresponsibly lent to him. Background L2G provided Mr M with a loan for £500 in December 2021. This loan had an APR of 770% and ... (4 pages)View decision -
Decision Reference DRN-4245713
1 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4245713 The complaint Mr and Mrs H complain that Royal & Sun Alliance Insurance Limited trading as More Th>n (“RSA”) declined their claim on their home insurance. What happened Mr and Mrs H had home insurance that was underwritten by RSA. In January 2023 they made a claim after ... (3 pages)View decision -
Decision Reference DRN-4071096
31 Jul 2023 Chase de Vere Independent Financial Advisers limited UpheldInvestmentsDRN-4071096 The complaint Mr J complains Chase de Vere Independent Financial Advisers Limited (“Chase de Vere”) overcharged him fees on his investment portfolio. What happened Mr J agreed to pay Chase de Vere’s 1% annual fee on his portfolio by direct debit. He didn’t want this to be deduc... (3 pages)View decision -
Decision Reference DRN-4257830
31 Jul 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4257830 The complaint Mr T complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a passenger van, first registered in 2015. From at least early December 2021, Mr T had a ... (5 pages)View decision
