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 362195 results
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Decision Reference DRN-5002413
4 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5002413 The complaint Miss G complains that Revolut Ltd didn’t do enough to prevent her losing money to a scam. Miss G has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Miss G herself rather than her representative. What happened... (10 pages)View decision -
Decision Reference DRN-4967778
4 Sep 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4967778 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited (LV) caused delays in repairing his car following a claim made on his motor insurance policy. He wants compensation for the loss of use and depreciation in his car’s value. What happened Mr M’s c... (2 pages)View decision -
Decision Reference DRN-5002102
4 Sep 2024 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5002102 The complaint Mrs T complains about end of contract damage charges by N.I.I.B. Group Limited trading as Northridge Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my inf... (4 pages)View decision -
Decision Reference DRN-4958346
4 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4958346 The complaint Mr and Mrs L complained that esure Insurance Limited (“esure”) and its representatives took too long to progress and settle their home insurance claim due to poor service. What happened Mr and Mrs L made a claim when a leak in their home caused significant dama... (4 pages)View decision -
Decision Reference DRN-4914955
4 Sep 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-4914955 The complaint Mr A complains about Watford Insurance Company Europe Limited (“WIC”) and the way they settled a third-party claim made against his motor insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to... (4 pages)View decision -
Decision Reference DRN-4989030
4 Sep 2024 TenetLime Ltd UpheldMortgagesDRN-4989030 The complaint Mr and Mrs D complain that Pennine Financial Services Limited – an appointed representative of TenetLime Ltd – gave them bad advice about how to make overpayments to their mortgage. What happened In 2021 Pennine gave Mr and Mrs D mortgage advice. It recommended... (2 pages)View decision -
Decision Reference DRN-5000853
4 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5000853 The complaint Mr D has complained about Creation Consumer Finance Ltd’s (“Creation”) response to a claim he made under the Consumer Credit Act 1974 (the “CCA”) and his request for money back. What happened In July 2014, Mr D bought a solar panel system (‘the system’) from a... (8 pages)View decision -
Decision Reference DRN-4959947
4 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4959947 The complaint Miss B complains about how Admiral Insurance (Gibraltar) Limited handled a claim on her motor insurance policy. She wanted her car stored under cover and she was unhappy with the salvage category applied to the car. Miss B is represented in this matter by Mr H,... (3 pages)View decision -
Decision Reference DRN-4983988
4 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4983988 The complaint Mr B complains that National Westminster Bank Plc (NatWest) unnecessarily declined a debit card payment he attempted. As a result, Mr B suffered inconvenience, stress and embarrassment. What happened In June 2024, Mr B attempted a debit card purchase at a reta... (3 pages)View decision -
Decision Reference DRN-4882407
4 Sep 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4882407 The complaint Mrs and Mr S complain that Marks & Spencer Financial Services Plc, trading as M&S Bank, cancelled their credit card. What happened Mrs and Mr S didn’t recognise a transaction made on their credit card. When M&S Bank investigated the concerns, they d... (2 pages)View decision
