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 369227 results
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Decision Reference DRN-4739316
9 May 2024 Monument Life Insurance Dac Not upheldInsuranceDRN-4739316 The complaint Mr M has complained that Monument Life Insurance Dac has cancelled his mortgage payment protection insurance policy. What happened Monument wrote to Mr M on 23 March 2023 informing him that the policy would be cancelled on 30 June 2023. Mr M was unhappy with this ... (2 pages)View decision -
Decision Reference DRN-4652080
9 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4652080 The complaint In summary, Mr S complains that NewDay Ltd trading as Aqua, blocked his credit card account. He would like his account to be unblocked and is unhappy with NewDay’s security process. What happened In June 2023 Mr S opened a credit card account with NewDay. Shortly ... (2 pages)View decision -
Decision Reference DRN-4788247
9 May 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4788247 The complaint Mr M complained that his motor policy with Haven Insurance Company Limited (“Haven”) was unfairly cancelled for excess mileage. What happened Haven cancelled Mr M’s motor policy when he didn’t pay an outstanding balance that Haven was expecting. It said he exceede... (2 pages)View decision -
Decision Reference DRN-4787984
9 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4787984 The complaint Mrs T, who is represented by a third party, is unhappy with how TSB Bank plc (‘TSB’) handled a claim she made to them. What happened Mrs T booked a stay at a hotel I shall call ‘G’, for a ‘Murder Mystery’ event on 11 and 12 March 2023. The booking was made via an ... (4 pages)View decision -
Decision Reference DRN-4424830
9 May 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4424830 The complaint Mr and Mrs D complain about how Accredited Insurance (Europe) Ltd (“Accredited”) handled a claim they made on their home insurance policy following an escape of water. Accredited is the underwriter of this policy, i.e. the insurer. Part of this compla... (5 pages)View decision -
Decision Reference DRN-4731409
9 May 2024 Coventry Building Society UpheldBanking and PaymentsDRN-4731409 The complaint Mr and Mrs G complained about the wording of an Individual Savings Account (ISA) declaration form used by Coventry Building Society (Coventry); how they dealt with a subsequent complaint, and how they spoke to Mr G by telephone. I have just referred to Mr G in thi... (5 pages)View decision -
Decision Reference DRN-4680014
9 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4680014 The complaint Mr and Mrs M complain that Lloyds Bank PLC didn’t protect them from an investment scam. Mr and Mrs M are being supported in making their complaint by a representative. But for ease, I’ll refer to Mr and Mrs M in this decision. What happened In 2014 Mr and Mrs M we... (4 pages)View decision -
Decision Reference DRN-4687197
9 May 2024 West Bay Insurance Plc UpheldInsuranceDRN-4687197 The complaint Mr M complains that West Bay Insurance Plc has unfairly valued his car following a claim under his motor insurance policy. What happened Mr M held a motor trade policy with West Bay. In August 2023 his car was stolen and not recovered so he made a claim under this... (3 pages)View decision -
Decision Reference DRN-4765725
9 May 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4765725 The complaint Miss W complains that MBNA Limited incorrectly reduced the credit limit on her credit card after the account was closed. Miss W also complains that the reduction led to a drop in her credit score. What happened On 22 March 2023 Miss W called MBNA and advised she w... (3 pages)View decision -
Decision Reference DRN-4787888
9 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4787888 The complaint Miss B is complaining that Specialist Motor Finance Limited (SMF) shouldn’t have lent to her – she says they were irresponsible in doing so. What happened In June 2020, Miss B took out a hire purchase agreement with SMF to finance the purchase of a vehicle. She pa... (4 pages)View decision
