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 128535 results
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Decision Reference DRN-4333699
6 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4333699 The complaint Mr D has complained that Advantage Insurance Company Limited (‘AIC’) didn’t deal with his claim promptly or fairly. What happened Mr D had a motor insurance policy, underwritten by AIC. In August 2022, Mr D’s car was involved in an accident so Mr D contacted AIC t... (2 pages)View decision -
Decision Reference DRN-4276489
6 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4276489 The complaint Mr C is unhappy with what Royal & Sun Alliance Insurance Limited (RSA) did after he made a claim on his legal expenses and rent guarantee insurance policy. All references to RSA include its agents and claims handlers. What happened Mr C has a Landlord Legal Ex... (3 pages)View decision -
Decision Reference DRN-4334195
6 Sep 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4334195 The complaint Mr and Mrs C complained that Accredited insurance (Europe) Limited declined their claim for a quadbike stolen when their garage was broken into. Accredited are the underwriters of this policy ie the insurer. Part of this complaint concerns the actions of the inter... (2 pages)View decision -
Decision Reference DRN-4308217
6 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4308217 The complaint Mrs T, through a representative, says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs T applied for a credit card from NewDay in November 2019. It was approved with a limit of £250. She was then given five credit limit increases as set ou... (3 pages)View decision -
Decision Reference DRN-4261466
6 Sep 2023 National Westminster Bank Plc UpheldConsumer CreditDRN-4261466 The complaint Miss B complains that a loan approved for her by National Westminster Bank Plc (“NatWest”) was lent irresponsibly. What happened NatWest approved a loan for Miss B in July 2017. It was for £6,000 repayable over 48 months. With the interest it was just under £8,935... (6 pages)View decision -
Decision Reference DRN-4268660
6 Sep 2023 West Bay Insurance Plc UpheldInsuranceDRN-4268660 The complaint Miss B, represented by Mr M, has complained about her car insurer West Bay Insurance Plc regarding repairs it undertook to her car after a non-fault accident. Mr M has mainly dealt with this claim and complaint. For ease, during the body of my decision, I’ll refer... (4 pages)View decision -
Decision Reference DRN-4334946
6 Sep 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4334946 The complaint Mr J complains that Wise Payments Limited, trading as Wise, unfairly closed his account. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. Rather, I’ll summarise the key points: Wise closed Mr J’s acc... (2 pages)View decision -
Decision Reference DRN-4134284
6 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4134284 The complaint Mr C complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. Mr C is represented by a firm that I’ll refer to as ‘S’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (5 pages)View decision -
Decision Reference DRN-4335330
6 Sep 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4335330 The complaint Mr M complains about the quality of a car supplied to him under a personal contract purchase (PCP) agreement with NIIB Group Limited, trading as Northridge Finance (“Northridge”). What happened In April 2021 Mr M took out a PCP agreement with Northridge. This was ... (6 pages)View decision -
Decision Reference DRN-4327449
6 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4327449 Complaint Miss L is unhappy that HSBC UK Bank Plc didn’t reimburse her in full after she fell victim to a safe account scam. Background In November 2021, Miss L received a text message which purported to be from HSBC. It asked her to confirm whether a particular card transactio... (6 pages)View decision