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 121479 results
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Decision Reference DRN-3878083
3 Jan 2023 American Express Payment Services Limited UpheldBanking and PaymentsDRN-3878083 The complaint Mr A complains that American Express Payment Services Limited (Amex) failed to raise a dispute under section 75. What happened Mr A booked a hotel and paid using his Amex credit card. When he arrived at the hotel, it was closed, and Mr A had to book an alternative... (4 pages)View decision -
Decision Reference DRN-3807805
3 Jan 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3807805 The complaint O, a limited company, complains that Clydesdale Bank Plc trading as Virgin Money took too long to change its account resulting in additional charges and costs. What happened O had an existing fee-paying account with Clydesdale. It wanted to change this to a fee fr... (2 pages)View decision -
Decision Reference DRN-3851811
3 Jan 2023 Assurant General Insurance Limited UpheldInsuranceDRN-3851811 The complaint Mr H and Mrs K complain about Assurant General Insurance Limited (AGI) and the service AGI provided when they made a claim on their Mobile Phone Insurance policy. Mrs K has acted as representative of Mr H’s during the complaint process. So, for ease of reference, ... (3 pages)View decision -
Decision Reference DRN-3789932
3 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3789932 The complaint Mrs M complains that NewDay Ltd (“NewDay”) got her account balance wrong and caused distress and inconvenience when pursuing her for a debt. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll... (2 pages)View decision -
Decision Reference DRN-3849014
3 Jan 2023 MCE Insurance Limited UpheldInsuranceDRN-3849014 The complaint Ms B has complained about MCE Insurance Limited. She isn’t happy about the cancellation fee it charged when she cancelled her motorbike insurance policy in the cooling off period. What happened Ms B took out insurance for her motorbike through her broker MCE. Ms B... (2 pages)View decision -
Decision Reference DRN-3733997
2 Jan 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-3733997 The complaint Ms S complains that Legal and General Assurance Society Limited (‘L&G’) has unfairly refused her critical illness claim. What happened Ms S took out her policy in September 2011. It offers her both life and critical illness cover, with a sum assured of £20,758... (4 pages)View decision -
Decision Reference DRN-3811222
31 Dec 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3811222 The complaint Mr and Mrs C have complained that Casualty & General Insurance Company (Europe) Limited (C&G) has declined their claims for treatment of their dog on the ground that the conditions claimed for were pre-existing and are therefore excluded by their policy. W... (3 pages)View decision -
Decision Reference DRN-3877265
31 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3877265 The complaint Mr S complains National Westminster Bank Plc (NatWest) unfairly prevented him making a payment to purchase premium savings bonds, without offering him any alternative options. What happened Mr S says he attempted to make an online payment for £50,000 to purchase p... (3 pages)View decision -
Decision Reference DRN-3517329
30 Dec 2022 Watkin Davies Insurance Consultants Limited UpheldPensions and AnnuitiesDRN-3517329 The complaint Mr E complains about Watkin Davies Insurance Consultants Limited’s advice to switch his pension from Aviva to a self-invested personal pension (SIPP) with LV=. He says that his fund with Aviva was a top ten fund already. If he had been correctly advised to do noth... (6 pages)View decision -
Decision Reference DRN-3847628
30 Dec 2022 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-3847628 The complaint Mr L complains that FUND OURSELVES LIMITED, trading as Fund Ourselves, lent to him when it had not carried out good enough checks to recognise that he could not afford the loans. What happened Using information Fund Ourselves has provided, here is a brief loan tab... (5 pages)View decision
