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 384131 results
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Decision Reference DRN-5451181
2 Apr 2025 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5451181 The complaint Mr S complains about the service he received from Prepay Technologies Ltd (“Prepay”) when using his money card issued by it abroad. In particular, he is unhappy he couldn’t reload his card over the phone, withdraw cash from an ATM and that the transactions he m... (5 pages)View decision -
Decision Reference DRN-5451224
2 Apr 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5451224 The complaint Mrs D complains about the way Accredited Insurance (Europe) Ltd has handled a claim made against her motor insurance policy. What happened Mrs D’s car was stolen in February 2022, she made a theft claim to Accredited. The car was recovered around a month later... (6 pages)View decision -
Decision Reference DRN-5446404
2 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5446404 The complaint Miss S complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application. What happened Miss S applied for a credit card with Marbles in February 2023. In her application, Miss S said she was employed with an income o... (2 pages)View decision -
Decision Reference DRN-5359861
2 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5359861 The complaint Mr and Mrs H are unhappy Royal & Sun Alliance Insurance Limited turned down a claim they made on their legal expenses insurance policy. Although the policy is in joint names as the claim and complaint have been brought by Mrs H I’ll mainly refer to her in t... (4 pages)View decision -
Decision Reference DRN-5428809
2 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5428809 The complaint Miss C complains that Admiral Insurance (Gibraltar) Limited declined her claim against her travel insurance policy. She also complains about how it handled her claim. Reference to Admiral includes its agents. What happened In November 2023, Miss C renewed an a... (5 pages)View decision -
Decision Reference DRN-5365568
2 Apr 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5365568 The complaint Mrs G complains that J D Williams & Company Limited trading as Simply Be was irresponsible in its lending to her. She wants all interest and charges she has paid refunded and any adverse information removed from her credit file. What happened Mrs G was prov... (3 pages)View decision -
Decision Reference DRN-5393734
2 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5393734 The complaint Mr C complains that American Express Services Europe Limited has incorrectly represented the balance on his charge card account. He says that this is, at least in part, because of a transaction in October 2019 which should have been refunded. What happened Mr C... (2 pages)View decision -
Decision Reference DRN-5383157
2 Apr 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5383157 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (the ‘CCA’) and (2) deciding aga... (26 pages)View decision -
Decision Reference DRN-5363043
2 Apr 2025 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-5363043 The complaint Mr R complains Remitly U.K., Ltd. trading as Remitly hasn’t credited funds he sent to the account he wanted it to or returned his money. What happened Mr R says he wanted to buy a property abroad. He says he tried using Remitly’s services and – as he wasn’t use... (2 pages)View decision -
Decision Reference DRN-5110441
2 Apr 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5110441 The complaint Mr B has complained that Scottish Widows Limited didn’t provide him with any information or service on his personal pension plan since it started and claims that he’s suffered a financial loss as a result. What happened Mr B holds a personal pension plan with ... (5 pages)View decision
