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 364422 results
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Decision Reference DRN-4668434
12 Apr 2024 Vitality Health Limited Not upheldInsuranceDRN-4668434 The complaint Mrs J complains about how Vitality Health Limited dealt with a claim against her employer’s group private medical insurance policy. What happened Mrs J had the benefit of private medical insurance via her employer’s group policy. I understand that Mrs J had invest... (3 pages)View decision -
Decision Reference DRN-4704841
12 Apr 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4704841 The complaint Mr D complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) failed to conduct proportionate affordability checks before it lent to him. What happened A summary of Mr D’s borrowing can be found in the table below. loan... (4 pages)View decision -
Decision Reference DRN-4567447
12 Apr 2024 RAC Insurance Limited UpheldInsuranceDRN-4567447 The complaint Mr M has complained that RAC Insurance Limited failed to provide any service under his RAC breakdown cover through his Keychoice insurance policy when his motorhome developed some issues when travelling in Europe. References to RAC include all its agents both in E... (9 pages)View decision -
Decision Reference DRN-4723623
12 Apr 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4723623 The complaint Ms M is unhappy with what Inter Partner Assistance SA did after she made a claim on the legal expenses section of her travel insurance policy. What happened In August 2023 Ms M made a legal expenses claim to Inter Partner as she’d suffered an injury on holiday and... (2 pages)View decision -
Decision Reference DRN-4580122
12 Apr 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4580122 The complaint Mr E complains that National Westminster Bank Plc (“NatWest”) is unfairly holding him liable for a loan he says he didn’t take out. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In summary, Mr E says... (2 pages)View decision -
Decision Reference DRN-4583746
12 Apr 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4583746 The complaint Mr and Mrs T’s complaint is about a mortgage they have with National Westminster Bank Plc (NatWest). They are unhappy that NatWest has not accepted their proposal for repaying the mortgage, which requires it agreeing to give them additional time to do so. What hap... (3 pages)View decision -
Decision Reference DRN-4650925
12 Apr 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4650925 The complaint Mr and Mrs A have complained that Accredited Insurance (Europe) Limited declined their claim when they had an escape of water at their property. Accredited are the underwriters of this policy, ie, the insurer. Part of this complaint concerns the actions of Accredi... (3 pages)View decision -
Decision Reference DRN-4655688
12 Apr 2024 AXIS Specialty Europe SE UpheldInsuranceDRN-4655688 The complaint Mr I is a solicitor trading as S. S complains about what Axis Specialty Europe SE did at the renewal of its professional indemnity policy. What happened S has professional indemnity insurance with Axis which was due for renewal at the start of October 2023. Axis s... (2 pages)View decision -
Decision Reference DRN-4735275
12 Apr 2024 Citibank UK Limited UpheldInvestmentsDRN-4735275 The complaint Ms L has complained about Citibank UK Limited. She said Citibank caused excessive delays when she instructed it to transfer all investments she held with it, to an investment management company. She said the transfer of all the holdings took more than six months t... (9 pages)View decision -
Decision Reference DRN-4606092
12 Apr 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4606092 The complaint Mr E complains that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, has treated him unfairly in relation to how he repays his loan. What happened In May 2023 Mr E took out a loan with Mitsubishi HC Capital UK Plc, trading as Novu... (2 pages)View decision
