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
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Decision Reference DRN-4046327
24 Apr 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4046327 The complaint Mr L and Mrs L (Mr and Mrs L) are represented by the same claims management company. Mr and Mrs L complain that Everyday Lending Limited, trading as Everyday Loans, lent to them irresponsibly in 2017. What happened Mr and Mrs L took a joint loan for £7,000 on 28 A... (4 pages)View decision -
Decision Reference DRN-4084964
24 Apr 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4084964 The complaint Mrs S complains that Accredited Insurance (Europe) Limited have declined her claim for loss of her engagement ring. What happened Mrs S lost her engagement ring when visiting a relative, and she made a claim under the personal possessions cover on her household i... (3 pages)View decision -
Decision Reference DRN-3996787
24 Apr 2023 RAC Insurance Limited UpheldInsuranceDRN-3996787 The complaint Mr B complains that RAC Insurance Limited fail to provide cover for his legal costs when he made a claim on his motor protection legal insurance policy. What happened In March 2022 Mr B contacted RAC to make a claim on his policy. He said: He’d received a Notice ... (3 pages)View decision -
Decision Reference DRN-4034275
24 Apr 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4034275 The complaint Mrs H complains about the way National Westminster Bank Plc has carried out its business profile review of a trust, which I will call M. Mrs H complains in her capacity as a trustee of M. What happened Mrs H told us: NatWest wrote to her in late February 2022 ask... (3 pages)View decision -
Decision Reference DRN-4027239
24 Apr 2023 HDI Global Specialty SE UpheldInsuranceDRN-4027239 The complaint Mr K complains about a declined claim he made on a pet insurance policy with HDI Global Specialty SE (‘HDI’). HDI are the underwriters (insurers) of this policy. Part of this complaint concerns the actions of their agents. As HDI have accepted they are accountable... (4 pages)View decision -
Decision Reference DRN-4094154
24 Apr 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4094154 The complaint A charity, which I’ll refer to as ‘C’, is unhappy with the service it received from Bank of Scotland plc (“BOS”) surrounding its Bounce Back Loan (“BBL”). C’s complaint is brought to this service by its treasurer, whom I’ll refer to as Mr B. What happened In Augus... (3 pages)View decision -
Decision Reference DRN-4094121
24 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4094121 The complaint Mr and Mrs P complained that British Gas Insurance Limited (“British Gas”) failed to repair a leak effectively under their Home Emergency policy which led to further damage to their property. Mr and Mrs P had representation during the complaint, but for ease and s... (3 pages)View decision -
Decision Reference DRN-4091121
24 Apr 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4091121 The complaint Mr and Mrs B are unhappy that Santander UK Plc delayed their transferring money to their son who resides overseas by blocking transfers that they attempted to make. What happened Mr and Mrs B attempted to transfer £10,000 from their account to their son overseas o... (4 pages)View decision -
Decision Reference DRN-4093536
24 Apr 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4093536 The complaint Mr K complains that American Express Services Europe Limited (Amex) gave him bad service on several issues. What happened Mr K had an Amex Platinum Business card and a personal Gold Card. Both accounts were closed in February 2021. Platinum Business Card: Mr K res... (5 pages)View decision -
Decision Reference DRN-4080570
24 Apr 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4080570 The complaint This complaint is about a buy-to-let (BTL) mortgage Mrs and Mr B hold with Barclays Bank UK Plc. Barclays recorded adverse data on their credit files by mistake, and they’re seeking compensation for the impact this has had on them. What happened By way of a provi... (6 pages)View decision