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 363925 results
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Decision Reference DRN-5185488
3 Dec 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5185488 The complaint Mr K complains about the way AA Underwriting Insurance Company Limited handled a claim he made on his motor insurance policy for repairs needed to his car. What happened In May 2023 Mr K was involved in an accident whilst driving his car. The accident was deeme... (4 pages)View decision -
Decision Reference DRN-5133946
3 Dec 2024 Amtrust Europe Limited UpheldInsuranceDRN-5133946 The complaint Mr A complains that Amtrust Europe Limited (Amtrust) made an unfair offer to settle a claim he made on a legal expenses insurance policy. Mr A is represented in his complaint by his solicitor. Where I refer to Mr A within my decision, this should be taken to in... (5 pages)View decision -
Decision Reference DRN-5100659
3 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5100659 The complaint Mr R complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest, fees and charges refunded along with statutory interest and any adverse information removed from his credit file. Mr R is represented by a third party... (2 pages)View decision -
Decision Reference DRN-5182434
3 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5182434 The complaint Mrs C’s complaint is about National Westminster Bank Plc not providing accessible banking services for disabled people, particularly those that cannot talk on the telephone. What happened Mrs C says that she was unable to complete an eligibility calculator for ... (4 pages)View decision -
Decision Reference DRN-5077775
3 Dec 2024 JLM MORTGAGE NETWORK LTD UpheldMortgagesDRN-5077775 The complaint Mr T and Miss O have complained about poor customer service from their mortgage broker, a representative of JLM Mortgage Network Ltd (referred to here as JLM). In particular, Mr T and Miss O say that JLM failed to advise them that they needed to pay an early r... (5 pages)View decision -
Decision Reference DRN-4982701
3 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4982701 The complaint Mrs P complains that Royal and Sun Alliance Limited have provided poor service when dealing with her claim following a leak at her property. Mrs P is a vulnerable person, and her daughter, Miss P is representing her in this complaint. When I refer to Miss P in ... (4 pages)View decision -
Decision Reference DRN-4862301
3 Dec 2024 Family Equity Plan Limited Not upheldInvestmentsDRN-4862301 The complaint Mr H complains about the performance of a child trust fund and a child Individual Savings Account (ISA) provided by Family Equity Plan Limited trading as ‘One Family’. What happened Mr H said he put money into the funds to pay his children through university b... (3 pages)View decision -
Decision Reference DRN-5097443
3 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5097443 The complaint Mrs T complains that Barclays Bank UK PLC trading as Barclaycard have irresponsibly lent to her. Mrs T is represented by her husband in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mrs ... (3 pages)View decision -
Decision Reference DRN-5127879
3 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5127879 The complaint Mr M complains about the way in which NewDay Ltd, trading under its Fluid brand, handled his claim after he used his credit card to pay for a car which was faulty. What happened On 14 March 2023 Mr M bought a used car from a dealership which I’ll call “C”. The ... (3 pages)View decision -
Decision Reference DRN-5136756
3 Dec 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5136756 The complaint Mr S complains that Loans 2 Go Limited (L2G) has irresponsibly lent to him. What happened Mr S was approved for a £500 loan with L2G in May 2024. He says this was irresponsibly lent to him. Mr S made a complaint to L2G. L2G did not uphold Mr S’... (3 pages)View decision
