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 122624 results
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Decision Reference DRN-3599959
14 Sep 2022 Unum Ltd UpheldInsuranceDRN-3599959 The complaint Mr C complains about the decision by Unum Ltd to terminate his income protection claim. Mr C is represented in this complaint, but for ease, I’ll refer to all submissions as if they were his own. What happened Mr C is covered under his employer’s group income prot... (5 pages)View decision -
Decision Reference DRN-3685082
14 Sep 2022 First Complete Ltd UpheldInvestmentsDRN-3685082 The complaint Mrs L has complained through her representative, Mr L, that First Complete Ltd trading as PRIMIS Mortgage Network cancelled her existing life and critical illness insurance policy earlier than it should have done. She thinks that this prevented her from making a s... (8 pages)View decision -
Decision Reference DRN-3701347
14 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3701347 The complaint Mr M complains that NewDay Ltd have irresponsibly lent to him. Mr M is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr M himself. What happened Mr M ... (5 pages)View decision -
Decision Reference DRN-3690758
14 Sep 2022 Bank of Scotland Plc UpheldMortgagesDRN-3690758 The complaint Miss A has complained about customer service by Bank of Scotland plc (trading as Birmingham Midshires Mortgages and referred to here as BM). To settle the complaint, Miss A has asked BM to compensate her for the time she spent trying to get through to BM on the te... (4 pages)View decision -
Decision Reference DRN-3619391
14 Sep 2022 esure Insurance Limited UpheldInsuranceDRN-3619391 The complaint Mr A complains about how esure Insurance Limited trading as Sheilas' Wheels (“esure”) handled a claim under his motor insurance policy. What happened Mr A has a motor insurance policy with esure covering his car. Mr A says that he was driving through a petrol... (3 pages)View decision -
Decision Reference DRN-3621851
14 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3621851 The complaint Mr B complains that NewDay Ltd (“NewDay”) irresponsibly granted him an Aqua credit card that he couldn’t afford to repay. What happened Mr B entered into an agreement with NewDay to have access to credit with an Aqua credit card account. The account was opened in ... (3 pages)View decision -
Decision Reference DRN-3692604
14 Sep 2022 Bank of Scotland Plc UpheldMortgagesDRN-3692604 The complaint Mr and Mrs B complain that Bank of Scotland plc wouldn’t offer them any interest rate products on their mortgage due to the fact they were self-certified customers. They feel they’ve been treated unfairly and have overpaid as a result. What happened Mr and Mrs B t... (7 pages)View decision -
Decision Reference DRN-3573457
14 Sep 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3573457 The complaint Mr C complains that National Westminster Bank Plc (“NatWest”) restricted and closed his bank account unfairly, and then took long to release the money held within it to him. What happened Mr C held a personal current account with NatWest. Mr C is the director of a... (2 pages)View decision -
Decision Reference DRN-3700216
14 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3700216 The complaint Ms B complains that NewDay Ltd acted irresponsibly when they agreed to provide her with two credit card accounts and subsequently increased her credit limits. What happened Ms B applied to NewDay for a Marbles Classic branded credit card in March 2016. NewDay asse... (4 pages)View decision -
Decision Reference DRN-3573398
14 Sep 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3573398 The complaint A company, which I’ll refer to as “L”, complains that National Westminster Bank Plc (“NatWest”) terminated a Bounce Back Loan agreement and closed its bank account unfairly. L’s director, Mr C, brings the complaint on the company’s behalf. What happened L banked w... (3 pages)View decision
