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 355536 results
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Decision Reference DRN-4558126
3 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4558126 The complaint Mr and Mrs B complain that National Westminster Bank Plc (NatWest) won’t refund the money they lost when they sent a payment to an investment they now believe to have been a scam. The complaint has been brought via a representative. For ease, I’ll mainly refer ... (3 pages)View decision -
Decision Reference DRN-4865167
3 Sep 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4865167 The complaint Mr R has complained about the repair Assurant General Insurance Limited carried out under his mobile phone insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circum... (2 pages)View decision -
Decision Reference DRN-4902155
3 Sep 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4902155 The complaint Mr P complains that TSB Bank plc has applied adverse information to his credit file for a minor oversight and despite him explaining his circumstances at the time. What happened Mr P said that missed payments were added to his credit file but at the time he did... (2 pages)View decision -
Decision Reference DRN-4872094
3 Sep 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4872094 The complaint Mr V says Shop Direct Finance Company Limited (“Shop Direct”), trading as Very, were unreasonable to refuse to change his payment date. What happened Mr V signed up for a running credit agreement with Shop Direct in February 2021. He was disappointed that Shop ... (2 pages)View decision -
Decision Reference DRN-4895070
3 Sep 2024 esure Insurance Limited Not upheldInsuranceDRN-4895070 The complaint Miss C and Mr M complain about esure Insurance Limited (“EIL”) and the offer put to them to settle the claim made on their home insurance policy. Miss C has acted as the main representative during the claim and complaint process. So, for ease of reference, I wi... (4 pages)View decision -
Decision Reference DRN-4897741
3 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4897741 The complaint Mr W has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a theft claim under his home insurance policy. What happened After an evening in a nightclub Mr W’s mobile phone had run out of battery and his bank card had stopped wo... (2 pages)View decision -
Decision Reference DRN-4998935
3 Sep 2024 Landmark Mortgages Limited Not upheldMortgagesDRN-4998935 The complaint This complaint’s about Ms H’s mortgage with Landmark Mortgages Limited (LML). In a decision dated 8 August 2024, I confirmed the extent of my remit to look into this complaint as being confined to the following: LML’s delay in the submission of relevant info... (3 pages)View decision -
Decision Reference DRN-4866079
3 Sep 2024 Glow Financial Services Limited Not upheldConsumer CreditDRN-4866079 The complaint Mr W complains that Glow Financial Services Limited (“Glow”), trading as Samsung Finance were unreasonable to ask for proof of address. What happened Mr W contacted Glow and asked them to change his address. They said they couldn’t do that without documentation... (2 pages)View decision -
Decision Reference DRN-4954474
2 Sep 2024 Skrill Limited Not upheldBanking and PaymentsDRN-4954474 The complaint Mr S is unhappy with Skrill Limited’s decision to close his account and not allow him to withdraw the remaining funds. What happened Mr S opened an account with Skrill in May 2023 and made deposits into it. Mr S has explained that Skrill isn’t his main account... (2 pages)View decision -
Decision Reference DRN-4979539
2 Sep 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4979539 The complaint Miss M complains Advantage Insurance Company Limited provided misleading information about the impact of a claim on her insurance premium. Advantage’s been represented by agents for the claim and complaint. For simplicity I’ve generally referred to its agents’... (2 pages)View decision
