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 362716 results
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Decision Reference DRN-4378908
4 Mar 2024 ReAssure Limited Not upheldInvestmentsDRN-4378908 The complaint Mrs M complained that ReAssure Limited (‘ReAssure’) failed to pay her adequate redress after admitting that it misinformed her about whether there would be a Market Value Reduction (MVR) on surrender of her With-Profit bond. Mrs M wants ReAssure to pay her further... (3 pages)View decision -
Decision Reference DRN-4624789
4 Mar 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4624789 The complaint Mr O complains that The Royal Bank of Scotland Plc (RBS) cancelled a direct debit by mistake, leading to additional costs and inconvenience. What happened Mr O has a bank account with RBS. After Mr O’s vehicle was written off, his insurance company increased his ... (2 pages)View decision -
Decision Reference DRN-4660498
4 Mar 2024 AWP P&C S.A. Not upheldInsuranceDRN-4660498 The complaint Mr and Mrs H are unhappy that AWP P&C SA declined a claim made on their travel insurance policy (‘the policy’). What happened Mr and Mrs H cancelled a holiday after they discovered that due to a surgical procedure Mrs H had many years ago to remove an organ (“... (3 pages)View decision -
Decision Reference DRN-4624850
4 Mar 2024 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-4624850 The complaint Mr S has complained about Interactive Brokers (U.K.) Limited (Interactive). He said Interactive was responsible for a delay with an ISA he was looking to transfer to it. He said it also didn’t move the money onto his account for a period when it received the funds... (5 pages)View decision -
Decision Reference DRN-4321706
4 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4321706 The complaint Mr S complained about how esure Insurance Limited dealt with his claim under his motor insurance policy. What happened Mr S’s car was damaged in an incident and esure decided that it was uneconomical to repair. So esure assessed its market value and paid Mr S a se... (4 pages)View decision -
Decision Reference DRN-4660381
4 Mar 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4660381 The complaint Mr S is unhappy Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (Novuna) declined his application for finance and were then unhelpful in explaining the reason why he was declined. What happened I issued my provisional findings to both parties on 21... (5 pages)View decision -
Decision Reference DRN-4659860
4 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4659860 The complaint Mr A complains that Starling Bank Limited wouldn't let him deposit cash into his account, and that it refused to increase his yearly limit for depositing cash. What happened In September 2023, Mr A visited his local post office in order to pay cash into his S... (3 pages)View decision -
Decision Reference DRN-4660416
4 Mar 2024 Everyday Lending Limited Not upheldConsumer CreditDRN-4660416 The complaint Miss R is complaining that Everyday Lending Limited trading as Everyday Loans (ELL) lent to her irresponsibly by providing her with a personal loan. What happened In September 2022, Miss R applied for a loan with ELL to consolidate her debts. She had several debts... (4 pages)View decision -
Decision Reference DRN-4660186
4 Mar 2024 FCE Bank Plc UpheldConsumer CreditDRN-4660186 The complaint Mr D is unhappy with a vehicle supplied under finance by FCE Bank Plc trading as Ford Credit (‘FC’). What happened The parties are familiar with the background of this complaint so I will only summarise what happened briefly here. FC supplied Mr D a van on hire pu... (6 pages)View decision -
Decision Reference DRN-4283463
4 Mar 2024 GPUK LLP Not upheldBanking and PaymentsDRN-4283463 The complaint A company which I’ll call ‘N’ complains that GPUK LLP (trading as Global Payments) unfairly applied charges to their account. The complaint is brought on N’s behalf by one of their directors, Mr S. Mr S is represented by Mr O, but for ease, I’ll refer to Mr S thro... (3 pages)View decision
