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 360264 results
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Decision Reference DRN-4383288
19 Jan 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4383288 The complaint Ms A complains that American Express Services Europe Limited (AESEL) cancelled her credit card without giving her notice. What happened Ms A opened a credit card account with AESEL in 2016. Ms A says that she’s missed payments previously but always brought the acc... (2 pages)View decision -
Decision Reference DRN-4533421
19 Jan 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4533421 The complaint Mr R has complained about Haven Insurance Company Limited’s decision to reject his claim under his car insurance policy. What happened Mr R said his car was stolen in November 2022. His car was involved in a collision on the night he said it was stolen. Haven said... (2 pages)View decision -
Decision Reference DRN-4568060
19 Jan 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4568060 The complaint Mr A complains that Nationwide Building Society (“Nationwide”) unfairly lodged a CIFAS marker against him, withheld legitimate funds, removed other funds that belonged to him and closed his account. What happened Mr A opened a personal account with Nationwide and ... (4 pages)View decision -
Decision Reference DRN-4552983
19 Jan 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4552983 The complaint Ms S is unhappy that Metro Bank PLC allowed her to go into an unarranged overdraft. What happened Ms S made a purchase of £9,233.54 using her Metro debit card on 17 November 2022. However, the vendor’s system was offline, and Metro only received information about ... (3 pages)View decision -
Decision Reference DRN-4565125
19 Jan 2024 Covea Insurance plc Not upheldInsuranceDRN-4565125 The complaint Mr W has complained about Covea Insurance plc’s decision to reject a claim made under his commercial motor insurance policy, avoid his policy and keep the premium paid. Mr W is being represented in his complaint. What happened Mr W bought a commercial van insuranc... (4 pages)View decision -
Decision Reference DRN-4552868
19 Jan 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4552868 The complaint Mr D complains that Accredited Insurance (Europe) Ltd (Accredited) unfairly declined his claim for damage caused when driving through a flood, under his motor insurance policy. What happened In March 2023 Mr D says he drove through some flood water, which caused d... (4 pages)View decision -
Decision Reference DRN-4523420
19 Jan 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4523420 The complaint Ms M complains that Scottish Widows Limited delayed paying her early ill-health pension claim and she incurred costs and suffered distress and inconvenience as a result. What happened Ms M’s complaint was considered by one of our investigators. She sent her assess... (7 pages)View decision -
Decision Reference DRN-4563274
19 Jan 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4563274 The complaint Ms A’s complaint is in relation to a finance arrangement she entered into with Creation Consumer Finance Ltd to fund the purchase and fitting of a built-in wardrobe from a third party “W”. She was unhappy with W’s services, for which Creation carries connected len... (4 pages)View decision -
Decision Reference DRN-4569589
19 Jan 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4569589 The complaint Mr B complains about how The National Farmers’ Union Mutual Insurance Society Limited (NFU) has handled his home insurance claim. He’s also unhappy about conflicting information NFU has provided and the premiums he has been charged. NFU is the underwriter of this ... (7 pages)View decision -
Decision Reference DRN-4525495
19 Jan 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4525495 The complaint Mrs R has complained that Tesco Personal Finance Plc trading as Tesco Bank (“Tesco”) didn’t fairly or reasonably deal with a claim under the Consumer Credit Act 1974 (“CCA”) in relation to a holiday product bought using her credit card. What happened In December 2... (4 pages)View decision
