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 366874 results
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Decision Reference DRN-4998373
7 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4998373 The complaint O, a limited company, complains National Westminster Bank Plc unfairly declined its application for an overdraft. O is represented by Mr H, a director. I will refer to both O and Mr H in my decision. What happened The facts of the complaint are well known to ... (3 pages)View decision -
Decision Reference DRN-5076683
7 Nov 2024 Vitality Health Limited Not upheldInsuranceDRN-5076683 The complaint Mr H complains about the way Vitality Health Limited handled a claim he made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ... (4 pages)View decision -
Decision Reference DRN-4960461
7 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4960461 The complaint Mr U complains that American Express Services Europe Limited (AESEL) charged him £240.71 interest for a credit card repayment which was only a couple of hours late. What happened Mr U says that as he was travelling, his payment to his Amex card was late by a co... (3 pages)View decision -
Decision Reference DRN-5075919
7 Nov 2024 Marshall Wooldridge Limited Not upheldInsuranceDRN-5075919 The complaint E1 and E2, limited companies, represented by one of their directors, Mr D, have complained about their motor fleet insurance broker, Marshall Wooldridge Limited. E1 and E2 think the policy, in respect of one of the vehicles covered was mis-sold, or that they we... (3 pages)View decision -
Decision Reference DRN-5125290
7 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5125290 The complaint Mr V is unhappy because Barclays Bank UK Plc trading as Barclaycard (‘Barclaycard’) reported to the Credit Reference Agencies (‘CRAs’) that he’d withdrawn £50 on his credit card when he’d done this by mistake and paid it back the same day. Mr V wants the marker... (3 pages)View decision -
Decision Reference DRN-4988623
7 Nov 2024 One Call Insurance Services Limited Not upheldInsuranceDRN-4988623 The complaint Mr F complains about charges collected by One Call Insurance Service Limited (“One Call”) after his car insurance policy was cancelled. What happened In December 2023 Mr F took out a car insurance policy online. The policy was arranged and administered by One C... (3 pages)View decision -
Decision Reference DRN-4779118
7 Nov 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4779118 The complaint Mr J has complained that Astrenska Insurance Limited mis-handled a claim he made on a travel insurance policy. The complaint involves the actions of the claim administrators, acting on behalf of Astrenska. To be clear, when referring to Astrenska in this decis... (3 pages)View decision -
Decision Reference DRN-4796271
7 Nov 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4796271 The complaint Mr G complains that Sainsbury's Bank Plc didn’t uphold his claim under section 75 Consumer Credit Act 1974 (“CCA”) in respect of a disappointing holiday. What happened Mr G booked an overseas holiday with a travel company (“the Supplier”) for his family in... (4 pages)View decision -
Decision Reference DRN-4620534
7 Nov 2024 Metropolitan Police Friendly Society Limited Not upheldInvestmentsDRN-4620534 The complaint Mr M complains he was given misleading information by Metropolitan Police Friendly Society Limited (trading as Metfriendly) about the performance of his stocks and share ISA. He says this meant there was a shortfall in the expected payment when he cashed it in.... (3 pages)View decision -
Decision Reference DRN-5042581
7 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5042581 The complaint Mr A is unhappy with the way the claim he made under his motor insurance policy was handled by U K Insurance Limited (UKI). Mr A is being represented in this complaint by a third party, but as Mr A was the policyholder, and for ease, I have referred to him thro... (3 pages)View decision
