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 375266 results
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Decision Reference DRN-4893337
23 Jan 2025 Motability Operations Limited Not upheldConsumer CreditDRN-4893337 The complaint Mrs H is unhappy that Motability Operations Limited (‘Motability’) won’t supply her with a specific make and model of car under a regulated hire agreement. Mrs H has been represented during the claim and complaint process by Mr A. For ease of reference, I wil... (3 pages)View decision -
Decision Reference DRN-5206471
23 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5206471 The complaint Mr S(1) and Mr S(2) complain about how Admiral Insurance (Gibraltar) Limited (“Admiral”) declined a claim under their car insurance policy. Mr S(2) is a named driver on the policy, which is held in Mr S(1)’s name. But for ease, and because the person primarily ... (5 pages)View decision -
Decision Reference DRN-5057916
23 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5057916 The complaint Mr F and Mrs F complain National Westminster Bank Plc unfairly declined their request to switch to a new mortgage product when their fixed term mortgage rate ended. What happened Mr and Mrs F held a mortgage with NatWest which began in February 2019. Mr F is l... (3 pages)View decision -
Decision Reference DRN-5184607
23 Jan 2025 Amtrust Europe Limited UpheldInsuranceDRN-5184607 The complaint Mr O and Ms S are unhappy with how Amtrust Europe Limited (Amtrust) handled a claim made under a Premier Guarantee New Home Warranty (the warranty) for damage to their flat. Any references to Amtrust include their agents. As Mr O has been the primary contact f... (5 pages)View decision -
Decision Reference DRN-4931601
23 Jan 2025 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-4931601 The complaint A company, W, complains that WorldPay (UK) Limited (WorldPay) did not successfully defend a chargeback raised against it, which meant that it lost out financially. What happened W is a merchant. On 2 March 2024, it took payment of £495 for goods, which it says ... (3 pages)View decision -
Decision Reference DRN-5113297
23 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5113297 The complaint Mr and Miss M complain that National Westminster Bank Plc (“NatWest”) did not refund the transactions they lost to a scam. What happened Mr and Miss M found an investment opportunity after a friend recommended it. The business model centred around car leasing; ... (5 pages)View decision -
Decision Reference DRN-5251383
23 Jan 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5251383 The complaint Mr A complains that Marks & Spencer Financial Services Plc (M&S) declined his request to increase his credit card’s credit limit. What happened In August 2024 Mr A approached M&S and asked it to increase the credit limit on his credit card from £2,... (2 pages)View decision -
Decision Reference DRN-5072869
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5072869 The complaint Mr H complains that HSBC UK Bank Plc trading as First Direct unfairly reported a missed payment on his credit file as a result of being in an unarranged overdraft. What happened Mr H has a bank account with First Direct. He was unhappy to discover a missed paym... (3 pages)View decision -
Decision Reference DRN-5025859
23 Jan 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5025859 The complaint Ms M complains that The Royal Bank of Scotland Plc (RBS) hasn’t fairly approached the end of her mortgage term and doesn’t agree that it has been reasonable in determining a way forward. What happened Ms M took out an interest only mortgage of £48,000 with RBS... (4 pages)View decision -
Decision Reference DRN-5218661
23 Jan 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5218661 The complaint Mr K is unhappy that Domestic & General Insurance Plc (“D&G”) didn’t refund the cost of his appliance as well as the policy premium when it declined his appliance breakdown claim. What happened The background to this complaint is well-known to both part... (3 pages)View decision
