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 367928 results
-
Decision Reference DRN-5188038
4 Dec 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5188038 The complaint Mr C was unhappy with various parts of his claim progression under his motor policy with Mulsanne Insurance Company Limited (“Mulsanne”). What happened Mulsanne accepted Mr C’s claim after he was involved in a “non-fault” accident. Mulsanne provided Mr C with a... (3 pages)View decision -
Decision Reference DRN-5185473
4 Dec 2024 Zurich Assurance Ltd UpheldInsuranceDRN-5185473 The complaint Ms O and Mr S complain that Zurich Assurance Ltd has turned down a critical illness claim Ms O made on a Zurich Personal Protection policy. As Ms O brought the complaint, I’ve referred mainly to her for ease of reading. What happened The background to this comp... (7 pages)View decision -
Decision Reference DRN-4600412
4 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4600412 The complaint Miss A complains that National Westminster Bank Plc (“NatWest”) won’t refund the money she says she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in detail again here. Howeve... (3 pages)View decision -
Decision Reference DRN-4808889
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4808889 The complaint Miss M complains that Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will focus ... (2 pages)View decision -
Decision Reference DRN-5117786
4 Dec 2024 Newcastle Building Society Not upheldInvestmentsDRN-5117786 The complaint Mr and Mrs B’s complaint is that they were mis-sold a mortgage endowment policy that Newcastle Building Society is now responsible for. They have said they were told it would pay off the mortgage and give them an additional lump sum. However, the term of their ... (2 pages)View decision -
Decision Reference DRN-4966615
4 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-4966615 The complaint Miss S and Mr T complain that Nationwide didn’t inform them they could book a new mortgage interest rate product deal up to six months before their old one expired. They’re also unhappy that an appointment they booked with a Nationwide mortgage advisor was canc... (6 pages)View decision -
Decision Reference DRN-4803372
4 Dec 2024 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4803372 The complaint Ms C complains that the car she acquired financed through a hire purchase agreement with Blue Motor Finance Ltd wasn’t of satisfactory quality. What happened Ms C acquired a car financed through a hire purchase agreement with Blue Motor she signed in June 2023.... (4 pages)View decision -
Decision Reference DRN-5091323
4 Dec 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5091323 The complaint Miss B complains PayPal UK Ltd limited her account, were rude to her and kept money she was paid. What happened Miss B’s PayPal account was limited, or blocked, and Miss B complained about this. PayPal explained Miss B’s account was limited because of the nu... (4 pages)View decision -
Decision Reference DRN-5187960
4 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5187960 The complaint Miss A complained that Royal & Sun Alliance Insurance Limited (“RSA”) caused her to incur unnecessary repair costs to her boiler and she thought RSA should’ve condemned her boiler and contributed £500 to a new one. RSA were providing a home emergency policy... (2 pages)View decision -
Decision Reference DRN-5180373
4 Dec 2024 West Bromwich Mortgage Company Limited Not upheldMortgagesDRN-5180373 The complaint Miss E complains that West Bromwich Mortgage Company Limited wouldn’t agree to extend the term of her interest only mortgage, and complains about action it has taken since the end of the term. What happened Miss E has an interest only mortgage with West Bromwic... (3 pages)View decision
