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 122183 results
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Decision Reference DRN-3863091
1 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-3863091 The complaint Mr M’s complaint is about a claim he made on his QIC Europe Ltd legal expenses insurance policy. Mr M says QIC unreasonably declined his claim and treated him unfairly. All references to QIC include their claims handlers. What happened Mr M made a claim on his QIC... (4 pages)View decision -
Decision Reference DRN-3994207
1 Mar 2023 National Savings and Investments UpheldBanking and PaymentsDRN-3994207 The complaint Miss R complains that National Savings and Investments (NSI) wouldn’t allow her access to her joint account savings. What happened Miss R held a joint savings account in the name of herself and her husband. But Miss R didn’t take her husband’s surname when they ma... (4 pages)View decision -
Decision Reference DRN-3989269
1 Mar 2023 Inter Partner Assistance SA UpheldInsuranceDRN-3989269 The complaint Miss B and Mr S are unhappy that Inter Partner Assistance SA (Inter Partner) has caused delays in assessing their travel insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are n... (2 pages)View decision -
Decision Reference DRN-3866344
1 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3866344 The complaint Mr B complains to Gallium Fund Solutions Limited about a bond he invested into in 2017. He says the bond was unsuitable for him based on the level of risk associated with it. Mr B says he was led to believe his investment would be asset-backed and felt it was “saf... (5 pages)View decision -
Decision Reference DRN-3994548
1 Mar 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3994548 The complaint Ms S complains that TSB Bank plc (“TSB”) failed to provide her with working bank cards over a prolonged period, causing her serious inconvenience. What happened Ms S holds several accounts with TSB. In November 2021, TSB contacted her and told her that her account... (4 pages)View decision -
Decision Reference DRN-3839316
1 Mar 2023 AWP P&C SA UpheldInsuranceDRN-3839316 The complaint Mrs H complains about delay in AWP P&C SA’s handling of her claim against her travel insurance policy. Reference to AWP 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 full. ... (3 pages)View decision -
Decision Reference DRN-3709068
1 Mar 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3709068 The complaint Mr M complains that Mitsubishi HC Capital UK Plc declined a loan application he made due to his age. What happened Mr M applied for an interest free loan, provided by Mitsubishi, to purchase some flooring for his house on 13 October 2021. The application was decli... (3 pages)View decision -
Decision Reference DRN-3996235
1 Mar 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-3996235 The complaint Mr W complains about the service received from Hastings Insurance Services Limited trading as Hastings Direct (“Hastings”) following the cancellation of his car insurance policy. Mr W is being represented by Miss W in his complaint against Hastings. What happened ... (4 pages)View decision -
Decision Reference DRN-3953334
1 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3953334 The complaint Mrs D complains that Metro Bank PLC (“Metro”) won’t refund the money she’s lost when she was a victim of a scam. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at length here. Based on the submissions of both ... (5 pages)View decision -
Decision Reference DRN-3996314
1 Mar 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3996314 The complaint Mr A complains about the behaviour of NewDay Ltd trading as Marbles (“Marbles”) in relation to a chargeback and a claim he made under Section 75 of the Consumer Credit Act 1974 (“Section 75”). What happened Mr A used his Marbles credit card to pay for a holiday. S... (4 pages)View decision
