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
-
Decision Reference DRN-4046779
2 May 2023 esure Insurance Limited UpheldInsuranceDRN-4046779 The complaint Mr J complains about the settlement payment esure Insurance Limited (esure) offered following the total loss of his car, under his motor insurance policy. What happened Mr J’s car was stolen, so he contacted esure to make a claim. The car was recovered but it was ... (3 pages)View decision -
Decision Reference DRN-4066890
2 May 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4066890 The complaint Ms S complains that PayrNet Limited restricted access to her account and returned her funds to source. What happened Ms S had an account with one of PayRNet’s agents. To keep things simple, I'll refer to PayRNet in this decision In November 2021 PayRNet restr... (3 pages)View decision -
Decision Reference DRN-4082340
2 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4082340 The complaint Miss H complains that NewDay Ltd irresponsibly provided her with two credit cards she couldn’t afford to repay. She’s also unhappy with the credit limit increases (CLIs) it subsequently applied to the accounts. What happened In February 2019 NewDay opened a Marble... (3 pages)View decision -
Decision Reference DRN-4108676
2 May 2023 RAC Insurance Limited UpheldInsuranceDRN-4108676 The complaint Mr M complains about the standard of service RAC Insurance Limited (RAC) provided when his motorcycle broke down in Europe, under his breakdown assistance policy. References to RAC include its contractors and agents. What happened Mr M was driving through Europe i... (4 pages)View decision -
Decision Reference DRN-3999110
2 May 2023 esure Insurance Limited UpheldInsuranceDRN-3999110 The complaint Mr A and Mrs A have complained that esure Insurance Limited (esure) unfairly declined a claim under their home insurance policy. What happened Mr A and Mrs A contacted esure to make a claim for storm damage to their roof. esure asked Mr A and Mrs A to provide phot... (3 pages)View decision -
Decision Reference DRN-4108360
2 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4108360 The complaint Mr K is unhappy that Lloyds Bank Plc withdrew his credit card account without giving him any notice or reasons for doing so. What happened On 3 October 2022, Mr K unsuccessfully tried to use his credit card to purchase flights. He contacted Lloyds Bank and was inf... (3 pages)View decision -
Decision Reference DRN-3600048
2 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3600048 The complaint Miss W is unhappy Monzo Bank Ltd won’t refund transactions she didn’t make. What happened Miss W was contacted by someone about a booking she’d recently made with Booking.com. They told her the card she’d used hasn’t passed the system check and she’d need to try ... (3 pages)View decision -
Decision Reference DRN-4056050
2 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4056050 The complaint Mr J complains that Santander UK Plc (“Santander”) irresponsibly granted him a credit card he couldn’t afford to repay. What happened In September 2014 Mr J entered into an agreement with Santander to have access to credit by way of a credit card account. He was g... (3 pages)View decision -
Decision Reference DRN-4087911
2 May 2023 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-4087911 The complaint Ms M complains Wirecard Card Solutions Limited returned funds she held in an account to source, and they’ve failed to provide confirmation of when they returned those funds. What happened Ms M had an account with one of Wirecard’s agents. To keep things simple, I’... (3 pages)View decision -
Decision Reference DRN-4076052
2 May 2023 TenetConnect Limited UpheldPensions and AnnuitiesDRN-4076052 The complaint Mrs B complains that TenetConnect Limited (Tenet) failed to process a drawdown request before the end of the tax year. Mrs B says she lost the benefit of her personal tax allowance that year as a result and will now face additional tax liabilities to drawdown the ... (3 pages)View decision