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 367300 results
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Decision Reference DRN-5094611
21 Oct 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5094611 The complaint Mr T complains that MBNA Limited (MBNA) lent to him irresponsibly. What happened Mr T is represented by his daughter but I refer to Mr T as the complainant here. Mr T has had a credit card from MBNA since 1999. From that time, he had a limit of £12,000. This wa... (6 pages)View decision -
Decision Reference DRN-5062127
21 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5062127 The complaint Ms N has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly refused to pay her claim for her dog under her pet policy. What happened Ms N’s dog had a pre-existing spinal disc problem. It was decided that Ms N’s dog should have an MRI sca... (4 pages)View decision -
Decision Reference DRN-5034897
21 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5034897 The complaint Mr S complains that Santander UK Plc won’t switch his current account to another bank despite a valid switching request being made. Mr S’s complaint is brought to this service by his authorised representative, his son, whom for ease of reference I will refer to... (2 pages)View decision -
Decision Reference DRN-4967075
21 Oct 2024 Charter Court Financial Services Limited UpheldBanking and PaymentsDRN-4967075 The complaint Ms N complains that Charter Court Financial Services Limited trading as Charter Savings Bank’s account terms and conditions didn’t make it clear that there would be contact by post and didn’t provide her with the service it should have when she contacted it abo... (3 pages)View decision -
Decision Reference DRN-5090170
21 Oct 2024 Covea Insurance plc Not upheldInsuranceDRN-5090170 The complaint Mr R and Mrs R have complained that Covea Insurance plc (Covea) unfairly declined part of a claim under a home insurance policy. What happened Mr R and Mrs R contacted Covea to make a claim for an escape of water. Covea accepted the claim for damage to their p... (4 pages)View decision -
Decision Reference DRN-5024715
21 Oct 2024 AWP P&C S.A. Not upheldInsuranceDRN-5024715 The complaint Mr S complains that AWP P&C S.A. has turned down a travel disruption claim he made on a travel 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 event... (3 pages)View decision -
Decision Reference DRN-4961072
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4961072 The complaint Miss D is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing her with a credit card she couldn’t afford and going on to increase the limit. What happened In June 2017, Miss D o... (4 pages)View decision -
Decision Reference DRN-5079981
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5079981 The complaint Mr H complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr H is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr H himself. What ... (4 pages)View decision -
Decision Reference DRN-5010882
21 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5010882 The complaint Mr S has complained about the price Admiral Insurance (Gibraltar) Limited has charged for his motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances... (2 pages)View decision -
Decision Reference DRN-4888551
21 Oct 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4888551 The complaint Mr N complains about a fee Assetz SME Capital Limited (“Assetz”) has introduced on his crowdfunding account. Mr N is being represented by a third party but for ease of reference, I shall refer to Mr N only throughout this decision. What happened Mr N has been i... (7 pages)View decision
