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 370149 results
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Decision Reference DRN-5139141
19 Nov 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-5139141 The complaint Mr E complains about the service he received from Domestic & General Insurance Plc (D&G) under a protection policy for his washing machine. References to D&G include their agents who administer policies and carry out services under policies. What ... (7 pages)View decision -
Decision Reference DRN-5065615
19 Nov 2024 Acasta European Insurance Company Limited UpheldInsuranceDRN-5065615 The complaint Mrs H and Mr H complain about Acasta European Insurance Company Limited (“AEIC”) and the decision to decline the claim they made on their Guarantee Insurance policy. Mrs H has acted as the main representative during the claim and complaint process. So, for ease... (3 pages)View decision -
Decision Reference DRN-5106446
19 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5106446 The complaint Mrs C complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened In 2020, Mrs C was told about an investment by her family. The investment was through a company I’ll refer to as B. B would purc... (4 pages)View decision -
Decision Reference DRN-4716726
19 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4716726 The complaint Mr A complains that National Westminster Bank Plc (NatWest) have failed to refund £1,162 he says he lost to a crypto investment scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because ... (3 pages)View decision -
Decision Reference DRN-4725516
19 Nov 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4725516 The complaint Mr W complains about the quality of a car supplied to him by N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) under a hire purchase agreement (“agreement”). Mr W is being assisted in bringing this complaint by his partner. But for ease of rea... (3 pages)View decision -
Decision Reference DRN-5155337
19 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5155337 The complaint Ms L complains that NewDay Ltd (NDay) lent to her irresponsibly. What happened In March 2016, NDay agreed to give a credit card to Ms L, and then offered and applied increases in the limit as shown: Limit increase number Date Limit March 2016 (new account) £30... (4 pages)View decision -
Decision Reference DRN-5088585
19 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5088585 The complaint Ms M complains that American Express Services Europe Limited (AESEL) provided misleading and unclear information about how the spending on her new card would count towards her companion voucher. What happened Ms M had a Premium Plus AESEL credit card. She recei... (4 pages)View decision -
Decision Reference DRN-5155263
19 Nov 2024 Peppercorn Insurance Services Limited UpheldInsuranceDRN-5155263 The complaint Mr M complains that Peppercorn Insurance Services Limited (Peppercorn) charged him a fee when he was left with no option but to cancel his car insurance policy. What happened Mr M had a car insurance policy purchased via Peppercorn. Prior to collecting a new c... (5 pages)View decision -
Decision Reference DRN-5081904
19 Nov 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5081904 The complaint Mrs H is unhappy that The Prudential Assurance Company Limited paid her less than it led her to expect when her mortgage endowment with it matured. She wants it to pay out the value it told her about before the maturity and greater compensation for the stress a... (3 pages)View decision -
Decision Reference DRN-4789230
19 Nov 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4789230 The complaint Mr C complains that STARTLINE MOTOR FINANCE LIMITED (‘Startline’) has administered his hire purchase agreement poorly. He says he was contacted several times about arrears that he didn’t owe, received communications intended for other people and some of his per... (4 pages)View decision
