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 128312 results
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Decision Reference DRN-4230084
14 Jul 2023 AWP P&C SA UpheldInsuranceDRN-4230084 The complaint Mr and Mrs K complain that AWP P&C SA has turned down a cancellation claim they made on their travel insurance policy. What happened Mr and Mrs K hold travel insurance as a benefit of their packaged bank account. Mr and Mrs K were due to go on a holiday with f... (4 pages)View decision -
Decision Reference DRN-4051286
14 Jul 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4051286 The complaint Mr W complains PrePay Technologies Limited unfairly closed his business account and haven’t released funds he held in the account. What happened Mr W held a business account with one of PrePay’s agents. To keep things simple, I’ll refer to PrePay in this decision.... (3 pages)View decision -
Decision Reference DRN-4116817
14 Jul 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4116817 The complaint A company, which I’ll refer to as A, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund a payment it didn’t make. Mr B, who is a director of A, brings the complaint on A’s behalf. What happened The details of this complaint a... (3 pages)View decision -
Decision Reference DRN-4107902
14 Jul 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4107902 The complaint A company, which I’ll refer to as C, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund payments it didn’t make. Mr D, who is a director of C, brings the complaint on C’s behalf. What happened The details of this complaint ar... (3 pages)View decision -
Decision Reference DRN-4079348
14 Jul 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4079348 The complaint A company, which I’ll refer to as C, complains Revolut Ltd won’t refund a payment it didn’t make. Mr C, who is a director of C, brings the complaint on C’s behalf. What happened The details of this complaint are well known to both parties, so I won’t repeat them a... (2 pages)View decision -
Decision Reference DRN-4121832
14 Jul 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4121832 The complaint Mr T complains that Marsh Finance Ltd (“Marsh”) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In July 2020 Mr T acquired a used car financed by a hire purchase agreement from Marsh. Mr T was required to make 47 mont... (3 pages)View decision -
Decision Reference DRN-4170863
14 Jul 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4170863 The complaint Mr H complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral), handled a claim under his motor insurance policy. Any reference to Admiral in this decision includes their agents. What happened On 26 November 2022 Mr H’s vehicle suffered dama... (3 pages)View decision -
Decision Reference DRN-4212609
14 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4212609 The complaint Mrs Z complained that NewDay Ltd lent to her irresponsibly. What happened In February 2021 Mrs Z applied for a Fluid credit card account. NewDay approved the application and gave Mrs Z a card with an initial credit limit of £600. The credit limit was increased to ... (3 pages)View decision -
Decision Reference DRN-4239014
14 Jul 2023 Euroins AD UpheldInsuranceDRN-4239014 The complaint Mr J and Mrs O complain that Euroins AD hasn’t paid a cancellation claim on a travel insurance policy and it that didn’t respond to them at all. As Mr J brought the complaint to us, for ease, I’ve referred mainly to him. What happened In June 2021, Mr J booked a h... (3 pages)View decision -
Decision Reference DRN-4069391
14 Jul 2023 OneSavings Bank Plc UpheldMortgagesDRN-4069391 The complaint Mr J complains that he wasn’t able to contact OneSavings Bank Plc trading as Kent Reliance, when his existing mortgage deal was coming to an end. He wanted to remortgage, and was worried as rates were continually increasing, but Kent wouldn’t get in touch. What ha... (3 pages)View decision