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-4775132
1 May 2024 One Insurance Limited Not upheldInsuranceDRN-4775132 The complaint Mr L complains that One Insurance Limited (One Insurance) delayed settling a claim resulting in court papers being sent to him directly. He says it also communicated poorly when dealing with his claim, under his motor insurance policy. What happened On 2 November ... (3 pages)View decision -
Decision Reference DRN-4595880
1 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4595880 The complaint Mr H complains about the information Nationwide Building Society asked for before opening an ISA. What happened In November 2023, Mr H visited a Nationwide branch to open a Fixed Rate ISA. While he was applying, he was asked about his income. Mr H felt this line o... (2 pages)View decision -
Decision Reference DRN-4685678
1 May 2024 AWP P&C S.A. Not upheldInsuranceDRN-4685678 The complaint Mr and Mrs K are unhappy that AWP P&C SA have declined a claim they made on their travel insurance policy. What happened Mr and Mrs K have the benefit of travel insurance linked to a packaged bank account. They booked a cruise in 2020 and paid a deposit of £69... (2 pages)View decision -
Decision Reference DRN-4718821
1 May 2024 Saga Services Limited Not upheldInsuranceDRN-4718821 The complaint Mr M complains about Saga Services Limited (Saga”) and the customer service it provided in connection to a motor insurance quote. What happened The background of this complaint is well known between parties, so I’ve summarised events. In July 2023 Mr M called Sag... (2 pages)View decision -
Decision Reference DRN-4733461
1 May 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4733461 The complaint Mr A complaints about Interactive Investor Services Limited (‘IISL’). He says that IISL will not add a debit card to his share dealing account as he is not a UK resident. He thinks it should accept his card and pay compensation for any financial loss and inconveni... (2 pages)View decision -
Decision Reference DRN-4739394
1 May 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-4739394 The complaint Mr and Mrs L have complained that Pinnacle Insurance Plc has cancelled their mortgage payment protection insurance (PPI) policy. What happened Pinnacle wrote to Mr and Mrs L in September 2023 informing them that the policy would be cancelled on 31 January 2024. Ou... (2 pages)View decision -
Decision Reference DRN-4622492
1 May 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4622492 The complaint Mr and Mrs C complain that they applied for a new interest rate on their Buy To Let (“BTL”) mortgage with Clydesdale Bank Plc trading as Virgin Money, but it wasn’t applied when their old rate ended. They wanted Virgin to backdate the rate they later secured. What... (4 pages)View decision -
Decision Reference DRN-4735414
1 May 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4735414 The complaint Miss F says Tesco Personal Finance PLC (TPF), trading as Tesco Bank, irresponsibly lent to her. What happened Miss F took out a £17,000 loan over 84 months from TPF in September 2018. The monthly repayments were £273.66 and the total repayable was £22,987.44. Miss... (3 pages)View decision -
Decision Reference DRN-4761906
1 May 2024 MBNA Limited Not upheldConsumer CreditDRN-4761906 The complaint Mrs W complains that MBNA Limited is holding her liable for the debt on a loan she says she was made to apply for as part of a crypto investment recovery scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everythi... (2 pages)View decision -
Decision Reference DRN-4746280
1 May 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4746280 The complaint Mr and Mrs D complain that Accredited Insurance (Europe) Ltd declined their claim for accidental damage to an underground pipe, under their home buildings insurance policy. What happened Mr and Mrs D noticed rainwater backing-up from a downpipe to their guttering.... (3 pages)View decision
