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 119142 results
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Decision Reference DRN-3136907
20 Feb 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3136907 The complaint Mrs W complains because Great Lakes Insurance SE hasn’t offered to refund the premiums she paid for an annual-multi trip travel insurance policy. What happened Mrs W purchased an annual-multi trip travel insurance policy, provided by Great Lakes. The policy was pu... (4 pages)View decision -
Decision Reference DRN-3136441
18 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3136441 The complaint Mrs W complains that HSBC UK Bank Plc (“HSBC”) has refused to refund payments she made using her HSBC Visa debit card. She believed these payments were being made to Plusoption, which turned out to be a fraudulent binary options company. What happened The circums... (10 pages)View decision -
Decision Reference DRN-3211928
18 Feb 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3211928 The complaint Mr H complains Sainsbury’s Bank Plc (trading as Sainsbury’s Finance) gave him four unaffordable loans. What happened Mr H took out two loans – the second within two weeks of the first – in August 2016 and a further two loans in April 2017 and June 2017. The origin... (3 pages)View decision -
Decision Reference DRN-3319579
18 Feb 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3319579 The complaint Mrs and Mr H complained about Assurant General Insurance Limited. They aren’t happy about the way it dealt with a claim under their mobile phone insurance policy. Other companies have been involved in this complaint, but as Assurant are responsible for it, I’ve ju... (2 pages)View decision -
Decision Reference DRN-3266382
18 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3266382 The complaint Mr A has complained about the service he received from British Gas Insurance Limited (BG) under his HomeCare policy when he had a problem with low water pressure in his heating system. What happened In 2008 Mr A had a new boiler installed. He says that from around... (3 pages)View decision -
Decision Reference DRN-3224025
18 Feb 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3224025 The complaint Mr S is unhappy with the service he received from National Westminster Bank Plc after he requested a new bank card. What happened Mr S mislaid his NatWest debit card. He contacted the bank to cancel the card and request a replacement. Mr S was overseas at the time... (4 pages)View decision -
Decision Reference DRN-3274376
18 Feb 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3274376 The complaint Mr B complained that Everyday Lending Limited (trading as Everyday Loans) lent to him irresponsibly and provided him with loans that were unaffordable. What happened Everyday Loans provided loans to Mr B as follows: Loan Date loan taken Date paid Capital loan amou... (5 pages)View decision -
Decision Reference DRN-3303508
18 Feb 2022 Computershare Investor Services Plc UpheldInvestmentsDRN-3303508 The complaint Mr W complains about the way Computershare Investor Services Plc treated him when he was given an option to buy some shares. Mr W’s complained that his option could only be exercised online, and that there was a delay acting on the instruction he gave. What happen... (5 pages)View decision -
Decision Reference DRN-3126054
18 Feb 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3126054 The complaint Mrs P says J D Williams & Company Limited (“J D Williams”) irresponsibly lent to her. What happened This complaint is about a catalogue shopping account J D Williams provided. The account was opened in November 2015. Mrs P was given an initial credit limit of ... (3 pages)View decision -
Decision Reference DRN-3322884
18 Feb 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3322884 The complaint Mrs G complains that National Westminster Bank Plc failed to refund a disputed transaction which caused her account to go overdrawn. What happened Mrs G noticed a payment she didn’t recognise which was made to a merchant I’ll refer to as F. She spoke to NatWest ab... (3 pages)View decision
