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 366350 results
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Decision Reference DRN-5051595
1 Oct 2024 Bank of Scotland Plc UpheldMortgagesDRN-5051595 The complaint Mr and Mrs S complain that Bank of Scotland plc trading as Halifax repeatedly confirmed they were on a variable rate, when it had actually committed them to a new fixed rate. Mr and Mrs S say they didn’t want that, and it cost them more when they moved house. W... (6 pages)View decision -
Decision Reference DRN-5037111
1 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5037111 The complaint Mrs L complains about the level of cover provided by her pet insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”) and about the premium she has to pay for that cover. What happened Mrs L took out a pet insurance policy underwritten by RSA in... (3 pages)View decision -
Decision Reference DRN-5054033
1 Oct 2024 Wakam UpheldInsuranceDRN-5054033 The complaint Mr P has complained that Wakam recorded a claim against his record incorrectly as a fault claim and that this affected the premium he paid over a long period under his 30 day rolling motor (private hire) insurance policies. What happened Mr P discovered that a... (3 pages)View decision -
Decision Reference DRN-4955610
1 Oct 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4955610 The complaint Mr F and Mr J complain that Inter Partner Assistance SA (IPA) declined their claim against their travel insurance policy. What happened In summary, Mr F and Mr J have an annual travel insurance policy underwritten by IPA. The policy started in May 2023. In Oct... (3 pages)View decision -
Decision Reference DRN-5047137
1 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5047137 The complaint Ms D complains that Wise Payments Limited, trading as Wise, closed her Wise account immediately and with no explanation. Ms D would like compensation and an explanation for the closure of her account. What happened I sent Ms D and Wise a provisional decision in... (3 pages)View decision -
Decision Reference DRN-4713625
1 Oct 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4713625 The complaint Mrs C is unhappy that a car supplied to her under a hire purchase agreement with RCI Financial Services Limited (RCI) was of an unsatisfactory quality. When I refer to what Mrs C has said and what RCI have said, it should also be taken to include things said on... (3 pages)View decision -
Decision Reference DRN-5047153
1 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5047153 The complaint A company, which I’ll refer to as C, complains that Wise Payments Limited, trading as Wise, closed their Wise account immediately and with no explanation. C would like compensation and an explanation for the closure of their accounts. Ms D, who is a director of... (3 pages)View decision -
Decision Reference DRN-4939639
1 Oct 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4939639 The complaint Mr C complains that Tesco Personal Finance PLC trading as Tesco Bank provided poor customer service to him. What happened Mr C says that he received a text notification from Tesco on 15 May 2024 informing him that there had been a data breach, and he would get ... (3 pages)View decision -
Decision Reference DRN-5047589
1 Oct 2024 Black Horse Limited UpheldConsumer CreditDRN-5047589 The complaint Mr P complains about a caravan he acquired with credit provided by Black Horse Limited. What happened In June 2021 Mr P entered into a regulated hire purchase agreement with Black Horse, in relation to a caravan. After the sale, the caravan was moved to his ch... (3 pages)View decision -
Decision Reference DRN-4887872
1 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4887872 The complaint Mrs and Mr P complain that Acromas Insurance Company Limited declined a claim made on their breakdown and repair policy. Acromas has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Acromas’ agents as being... (4 pages)View decision
