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 357004 results
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Decision Reference DRN-4795726
23 May 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4795726 Complaint Ms T complains that Mitsubishi HC Capital UK PLC (trading as Novuna Personal Finance) unfairly entered into a fixed-sum loan with her. She’s said the monthly were unaffordable. Background In March 2019, Ms T sought to by a car. The purchase price of the vehicle was £1... (3 pages)View decision -
Decision Reference DRN-4709750
22 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4709750 The complaint Mr M complains that NewDay Ltd trading as Aqua (“Aqua”) sold his account to a third party who pursued him for a debt which he’s already paid. What happened Mr M held a credit card account with Aqua. In January 2021 he took out a debt consolidation loan to pay off ... (2 pages)View decision -
Decision Reference DRN-4607600
22 May 2024 Santander UK Plc Not upheldMortgagesDRN-4607600 The complaint Ms B and Mr I complain that Santander UK Plc treated them unfairly after the term of their interest only mortgage expired. They ask that Santander pays compensation for stress related illness, waives any solicitors fee applied to the loan and gives them a year to ... (3 pages)View decision -
Decision Reference DRN-4671907
22 May 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4671907 The complaint Mr C complains that PrePay Technologies Limited has unfairly applied account charges. What happened Mr C says PrePay charged him an account fee of €1.16. He says he wasn’t told about the charge which should be refunded. Mr C says the charge has caused financial di... (2 pages)View decision -
Decision Reference DRN-4811002
22 May 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4811002 The complaint Mrs S has complained that Inter Partner Assistance SA (IPA) declined a claim she made on a travel insurance policy. What happened Mrs S and her son had a holiday abroad booked to start on 10 September 2023. They arrived at the airport and found out about half an h... (2 pages)View decision -
Decision Reference DRN-4761454
22 May 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4761454 The complaint Mr C complains that First Central Underwriting Limited (“1st Central”) mishandled his motor insurance policy. What happened For the year from 21 January 2023, Mr C took out a motor insurance policy. The certificate of insurance said that the insurer was 1st Centra... (4 pages)View decision -
Decision Reference DRN-4746785
22 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4746785 The complaint Mr B complained that Aviva Insurance Limited (“Aviva”) valued his car too low when coming to settle his claim under his motor policy following the theft of his vehicle. What happened Following a theft claim, Mr B’s car was deemed uneconomical to repair so it offer... (3 pages)View decision -
Decision Reference DRN-4763553
22 May 2024 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-4763553 The complaint Mr S complained that ReAssure Life Limited (ReAssure), used the wrong date to value his pension benefits when they were transferred to a Self Invested Personal Pension (SIPP). He would like to be compensated for any financial loss he has suffered as a result and f... (6 pages)View decision -
Decision Reference DRN-4690976
22 May 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4690976 The complaint Miss Y complains about the handling of her overdrawn account by TSB Bank plc (TSB). What happened Miss Y opened a graduate account with TSB in August 2022. It had an agreed limit of £1,500. In January 2023, the balance was £1,500 debit. TSB wrote to Miss Y a numb... (3 pages)View decision -
Decision Reference DRN-4702531
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4702531 The complaint Mr P complains that National Westminster Bank Plc (“NWB”) charged him interest on a balance transfer and failed to advise him how payments made by him going forwards would be allocated between the balance transfer and purchases made on the card. What happened Mr P... (3 pages)View decision
