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 120799 results
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Decision Reference DRN-3711223
21 Sep 2022 esure Insurance Limited UpheldInsuranceDRN-3711223 The complaint Miss J has complained about the way esure Insurance Limited trading as Sheilas' Wheels car Insurance handled her claim under her motor insurance policy. What happened Miss J was in an accident and her car was damaged. She was going to arrange for it to be rep... (4 pages)View decision -
Decision Reference DRN-3501907
21 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3501907 The complaint Mr C has complained that NewDay Ltd irresponsibly lent to him. He says he was provided with credit that he couldn’t afford and he lost out as a result. What happened Mr C opened a credit card account with NewDay in March 2019. His credit limit was initially £250. ... (4 pages)View decision -
Decision Reference DRN-3712708
21 Sep 2022 Liberty Mutual Insurance Europe SE UpheldInsuranceDRN-3712708 The complaint B, a sports club, complains that Liberty Mutual Insurance Europe SE (Liberty) has declined a claim made under its Sports Combined Insurance Policy. What happened B has a Sports Combined Insurance Policy underwritten by Liberty. It covers, amongst other things, pro... (3 pages)View decision -
Decision Reference DRN-3506902
21 Sep 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3506902 The complaint Mr M complains PayrNet Limited (trading as Pockit) won’t refund a transaction he didn’t make or otherwise authorise. What happened The full details of this complaint as well known to both parties, so I won’t repeat them in full here. Instead, I’ll recap the key po... (3 pages)View decision -
Decision Reference DRN-3592301
21 Sep 2022 Curve UK Limited UpheldBanking and PaymentsDRN-3592301 The complaint Mr J complains about how Curve OS Limited dealt with a transaction he didn’t recognise. What happened Mr J says he was travelling abroad when he noticed a transaction on his account that he didn’t recognise. He says having spoken to Curve, it then blocked his acco... (3 pages)View decision -
Decision Reference DRN-3628165
21 Sep 2022 The Royal Bank of Scotland Plc UpheldMortgagesDRN-3628165 The complaint Mr and Mrs S complain that The Royal Bank of Scotland (RBS) declined their request to switch their mortgage from interest only to capital repayment, and because of that, didn’t extend their mortgage term by 12 months. They are also unhappy with how RBS dealt with... (4 pages)View decision -
Decision Reference DRN-3712325
21 Sep 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3712325 The complaint Mrs N complains National Westminster Bank Plc (NatWest) didn’t apply a six-month payment holiday to her personal loan account. Mrs N is represented by Mr N. What happened In October 2016, Mrs N took out a £13,000 personal loan with NatWest with monthly repayments ... (3 pages)View decision -
Decision Reference DRN-3536525
21 Sep 2022 One Insurance Limited UpheldInsuranceDRN-3536525 The complaint Mrs H complains that One Insurance Limited (One) refused to pay a claim on her motor insurance because it said she had given incorrect information when taking out the policy. What happened Mrs H had motor insurance with One which she had taken out online. Her car ... (3 pages)View decision -
Decision Reference DRN-3606516
21 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3606516 The complaint Mr C complains about the unsuccessful transfer and delay of his assets from ITI Capital Limited (referred to as “ITI” or the “Transferor”) to a new provider of his choosing, referred to as “the transferee”. What happened Mr C initially held an account with a diffe... (5 pages)View decision -
Decision Reference DRN-3593046
21 Sep 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3593046 The complaint Mr H is unhappy with National Savings & Investments’ response after it repeatedly requested he repay money it credited to his bank account in error, when he had already returned it. What happened NS&I mistakenly paid £1,265.62 into Mr H’s current account i... (2 pages)View decision
