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 365360 results
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Decision Reference DRN-4737907
30 Apr 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4737907 The complaint Mr C complains that Capital One (Europe) Plc lent irresponsibly when it approved his credit card applications. Mr C also complains that Capital One increased the credit limit on one of his credit cards. What happened Mr C first applied for a credit card with a lim... (4 pages)View decision -
Decision Reference DRN-4728043
30 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4728043 The complaint Mr X complains that Santander UK Plc (Santander) won’t refund money he lost in an impersonation scam. What happened What Mr X says: In 2020, Mr X applied to do a PhD in the USA but didn’t follow it up and nothing initially happened. Three years later, he got a pho... (4 pages)View decision -
Decision Reference DRN-4710874
30 Apr 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-4710874 The complaint Miss H has complained about how Watford Insurance Company Europe Limited managed her motor policy following an accident. Miss H is represented by her grandmother but for ease of reference I shall just refer to Miss H throughout this decision. References to Watford... (4 pages)View decision -
Decision Reference DRN-4514349
30 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4514349 The complaint Mr and Mrs M are unhappy with the way U K Insurance Limited (UKI) dealt with a claim on their travel insurance policy. What happened Mr and Mrs M have a travel insurance policy underwritten by UKI. Unfortunately, while abroad, Mr M sustained an injury which requir... (3 pages)View decision -
Decision Reference DRN-4486125
30 Apr 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4486125 The complaint Miss C is unhappy with the quality of a car supplied on finance by STARTLINE MOTOR FINANCE LIMITED (‘SMF’). What happened The background details of this case are well known to the parties so I will simply summarise them here. Miss C obtained a car on hire purchase... (3 pages)View decision -
Decision Reference DRN-4485471
30 Apr 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4485471 The complaint X has complained about West Bay Insurance Plc. He isn’t happy about the way it dealt with a claim under his motor insurance policy and the poor service he received. What happened X made a claim under his motor insurance policy with West Bay when his car was hit wh... (3 pages)View decision -
Decision Reference DRN-4772935
30 Apr 2024 Openwork Limited UpheldPensions and AnnuitiesDRN-4772935 The complaint Mr M took benefits from his employer’s defined benefit (DB) pension scheme in early 2023. He unexpectedly incurred a Lifetime Allowance (LTA) charge which reduced both his benefits and the ability to take tax-free cash, which Openwork had advised him would be avai... (11 pages)View decision -
Decision Reference DRN-4424950
30 Apr 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4424950 The complaint Mr L complains about the service provided by Royal & Sun Alliance Insurance Limited (‘RSA’) and how they’ve applied the policy terms of the contents section of his home insurance. RSA are the underwriters (insurers) of this policy. Some of this complaint conce... (3 pages)View decision -
Decision Reference DRN-4773546
30 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4773546 The complaint Mr J complains that American Express Services Europe Limited won’t help him in his dispute about the delivery of clothes from a merchant. What happened In April 2023 Mr J used his American Express Services Europe Limited (Amex for short) credit card ... (3 pages)View decision -
Decision Reference DRN-4730727
30 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4730727 The complaint Mrs S says U K Insurance Limited (‘UKI’) wrongly held her at fault for an accident when she made a claim on her motor insurance policy and provided poor service to her. What happened Mrs S says her car was stationary at a junction whilst she waited to turn right o... (4 pages)View decision
