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 366874 results
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Decision Reference DRN-4670133
29 May 2024 Highway Insurance Company Limited Not upheldInsuranceDRN-4670133 The complaint Mrs M is unhappy that Highway Insurance Company Limited (“HICL”) has declined a claim she made under her home insurance policy. What happened Mrs M held a buildings and contents insurance policy with HICL that provided cover for various risks. In the summer of 202... (3 pages)View decision -
Decision Reference DRN-4774737
29 May 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4774737 The complaint Miss W complains about the quality of a car she financed with Moneybarn No.1 Limited (‘MB’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Miss W took ou... (3 pages)View decision -
Decision Reference DRN-4822377
29 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4822377 The complaint Mrs A complained about poor workmanship and delays with her home emergency claim with Royal & Sun Alliance Insurance Limited (“RSA”). What happened Mrs A contacted RSA and made a claim when she noticed her taps in the kitchen were leaking. Mrs A was unhappy wi... (2 pages)View decision -
Decision Reference DRN-4705467
29 May 2024 Rooftop Mortgages Limited Not upheldMortgagesDRN-4705467 The complaint Ms S complains that Rooftop Mortgages Limited confirmed there was a shortfall balance of £69,800.45 in May 2023 but had informed her that she was no longer a customer and so she says she shouldn’t be responsible for the shortfall. Ms S also complains that Rooftop ... (3 pages)View decision -
Decision Reference DRN-4532610
29 May 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4532610 The complaint Mr S complains that BMW Financial Services (GB) Limited, trading as Alphera Financial Services, recorded negative information on his credit file, and also complains about related issues. What happened In August 2017, Mr S entered into a four-year regulated hire ag... (3 pages)View decision -
Decision Reference DRN-4819578
29 May 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4819578 The complaint Mr M has complained about the way Startline Motor Finance Limited (SMF) administered a hire purchase agreement he’d taken out to acquire a car. What happened To summarise, Mr M entered into a hire purchase agreement with SMF in August 2022 to acquire a used car. T... (6 pages)View decision -
Decision Reference DRN-4779762
29 May 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4779762 The complaint Mr G complains about how PayPal (Europe) Sarl et Cie SCA dealt with a refund. What happened Mr G says he bought a printer for £189.99 via PayPal. He says the printer was faulty and the money was refunded to PayPal. Mr G says PayPal didn’t then send the refund to t... (2 pages)View decision -
Decision Reference DRN-4822208
29 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4822208 The complaint Mr E has complained that National Westminster Bank Plc (‘NatWest’) closed his accounts including his credit card accounts and didn’t provide an explanation why. He wants all the accounts to be reopened. What happened Mr E had a number of accounts with NatWest for... (3 pages)View decision -
Decision Reference DRN-4818968
29 May 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4818968 The complaint Mr D complains that Tesco Personal Finance PLC, trading as Tesco Bank, has treated him unfairly in regard to a dispute about flight baggage. What happened Mrs D is an additional cardholder on Mr D’s Tesco credit card account. In January 2023 Mrs D u... (4 pages)View decision -
Decision Reference DRN-4790586
29 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4790586 The complaint Mr K complains that Wise Payments Limited won’t refund him an amount he believes he was overcharged by a merchant that he paid using his Wise debit card. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a... (2 pages)View decision
