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
-
Decision Reference DRN-4189053
12 Jul 2023 Vitality Health Limited UpheldInsuranceDRN-4189053 The complaint Miss K has complained about the service she received from Vitality Health Limited when making a claim under her medical insurance policy. What happened The details of this complaint are well known to both parties and not in dispute. In summary Miss K is unhappy th... (2 pages)View decision -
Decision Reference DRN-4142407
12 Jul 2023 AWP P&C SA UpheldInsuranceDRN-4142407 The complaint Mrs and Mr T complain that AWP P&C SA declined their travel insurance claim and about its service. My references to AWP include its agents. What happened Mrs and Mr T bought an annual multi trip travel insurance policy, the policy reference beginning with E (p... (4 pages)View decision -
Decision Reference DRN-4028961
12 Jul 2023 Metro Bank PLC UpheldConsumer CreditDRN-4028961 The complaint Mr J complains that Metro Bank PLC trading as RateSetter failed to act responsibly when deciding whether to lend to him, leading to increased debt and financial difficulty. What happened In June and October 2018 RateSetter approved two loan applications from Mr J.... (3 pages)View decision -
Decision Reference DRN-4202402
12 Jul 2023 TM Advances Limited UpheldConsumer CreditDRN-4202402 The complaint Miss F complains that TM Advances Limited was irresponsible to lend to her. What happened Miss F had one loan from TM Advances in June 2021 as follows: Loan Date Amount Term Monthly Repayment Due 1 22 Mar 2021 £1,500 30m £159 23 Sep 2023 Miss F says that, at the t... (3 pages)View decision -
Decision Reference DRN-4207331
12 Jul 2023 Wescot Credit Services Limited UpheldConsumer CreditDRN-4207331 The complaint Mr B has complained that Wescot Credit Services Limited sent him the wrong settlement figures. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Wescot were acting as debt collectors for two debts that Mr B owed. Mr B off... (2 pages)View decision -
Decision Reference DRN-4230286
12 Jul 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4230286 The complaint Mr B and Mrs B complain that HSBC UK Bank Plc wrongly recorded their secured loan as being an unsecured loan. What happened In April 2009 Mr B and Mrs B borrowed £74,500 from HSBC. Unfortunately, HSBC has been unable to find the loan application and loan agreement... (5 pages)View decision -
Decision Reference DRN-4110059
12 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4110059 The complaint Mr and Mrs C complain about how Ageas Insurance Limited handled their home insurance claim. References to Ageas include its agents. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise th... (6 pages)View decision -
Decision Reference DRN-4196006
12 Jul 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4196006 The complaint Mr C complains that Red Sands Insurance Company (Europe) Limited declined his claim for damage to his bicycle under his bicycle insurance policy. Reference to Red Sands includes agents acting on its behalf. What happened In October 2021 Mr C contacted Red Sands to... (6 pages)View decision -
Decision Reference DRN-4235919
12 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4235919 The complaint Miss E complains that Nationwide Building Society irresponsibly issued, and increased the credit limit on a credit card to her. What happened Miss E successfully applied to Nationwide for a credit card in January 2013. The initial credit limit was £2,800 and the c... (5 pages)View decision -
Decision Reference DRN-4187576
12 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4187576 The complaint Mr A complains that Creation Financial Services Limited closed his account, didn’t credit his points, a free night stay voucher or refund the annual fee. He’d like his benefits credited and compensation for the impact. What happened Mr A had a rewards club premium... (2 pages)View decision