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 381196 results
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Decision Reference DRN-5112513
29 Oct 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5112513 The complaint Mr B was unhappy with how the cancellation on his car policy was communicated by West Bay Insurance Plc (“West Bay”). Mr B had representation on his complaint, but for ease and simplicity, I’ll only refer to Mr B. What happened West Bay had reason to cancel Mr ... (3 pages)View decision -
Decision Reference DRN-5024719
29 Oct 2024 Bluestone Mortgages Limited Not upheldMortgagesDRN-5024719 The complaint Mr O complains that the terms of his buy to let mortgage with Bluestone Mortgages Limited are not what he wanted. What happened Mr O applied to Bluestone for a buy to let mortgage via a broker in mid-2023. The application was for a repayment mortgage with a two... (2 pages)View decision -
Decision Reference DRN-4691415
29 Oct 2024 Equiniti Financial Services Limited UpheldInvestmentsDRN-4691415 The complaint Mr P complained about Equiniti Financial Services Limited (Equiniti). He said he sold shares held with Equiniti, but he had to wait around two weeks before he knew where the funds from the sale of his shares were. Mr P said Equiniti has caused him distress and... (3 pages)View decision -
Decision Reference DRN-5032336
29 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5032336 The complaint Mr A complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of a claim made under his motor insurance policy. Any references to Admiral include its agents. What happened Mr A says he was involved in an accident with a third party. They exc... (2 pages)View decision -
Decision Reference DRN-5112406
29 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5112406 The complaint Mr and Mrs H complained that their claim for storm damage was unfairly declined by Royal & Sun Alliance Insurance Limited (“RSA”) under their home insurance policy. What happened Mr and Mrs H explained that on 10 January very strong winds “ripped apart” som... (4 pages)View decision -
Decision Reference DRN-5088831
29 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5088831 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (20 pages)View decision -
Decision Reference DRN-5111739
29 Oct 2024 National Westminster Bank Plc UpheldInvestmentsDRN-5111739 The complaint Mr H complains about delays caused by National Westminster Bank Plc (“NatWest”) when he instructed it to transfer his ISA account held with another provider. He told us he wanted the transfer to be completed, compensation for loss of interest and for the distr... (4 pages)View decision -
Decision Reference DRN-5111414
29 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5111414 The complaint Mr C complains about issues with a car he bought, in part, with his HSBC UK Bank plc trading as First Direct credit card. He also complains the car was misrepresented to him. He would like to either return the car for a full refund or receive £4,373.45 to keep ... (2 pages)View decision -
Decision Reference DRN-4684508
29 Oct 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4684508 The complaint Miss R complains that American Express Services Europe Limited will not refund the cost of goods she purchased with her Amex credit card, even though the goods were not delivered to her. What happened In October 2023 Miss R bought four items from an online reta... (2 pages)View decision -
Decision Reference DRN-4965578
29 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4965578 The complaint Mr D complains about how AXA Insurance UK Plc (AXA) has handled a claim on his motor insurance policy. Mr D’s complaint has been brought by a representative. Any references to Mr D include the comments of his representative. Reference to AXA includes its agents... (4 pages)View decision
