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 359538 results
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Decision Reference DRN-4447812
4 Apr 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4447812 The complaint Mr and Mrs P complain that Bank of Scotland plc (trading as Halifax) gave them incorrect information about the amount of their early repayment charge (ERC). Mr and Mrs P ask that Halifax waives or refunds the difference. What happened In January 2023 Mr and Mrs P ... (2 pages)View decision -
Decision Reference DRN-4654544
4 Apr 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4654544 The complaint Mr and Mrs H have complained about the way Inter Partner Assistance SA (‘IPA’) handled their claim for medical assistance and expenses. All reference to IPA includes any agents acting on its behalf. What happened Mr and Mrs H had a travel insurance policy, underwr... (3 pages)View decision -
Decision Reference DRN-4517176
4 Apr 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4517176 The complaint Mr I complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (MotoNovo). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giv... (2 pages)View decision -
Decision Reference DRN-4709627
4 Apr 2024 ICICI Bank UK Plc Not upheldBanking and PaymentsDRN-4709627 The complaint Miss A complains that ICICI Bank UK Plc (ICICI) won’t refund money she paid to an in investment. What happened What Miss A says: On 16 May 2018, Miss A made a faster payment for £60,000 in connection with an investment in a company (which I will call ‘A’). She spo... (4 pages)View decision -
Decision Reference DRN-4459408
4 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4459408 The complaint Mr A and Miss D complain that the two-year fixed interest rate on the mortgage they took out with Barclays Bank UK PLC has only lasted for a year and a half. They said this was mis- sold to them, and they wanted Barclays to extend the term of the fixed rate. What ... (3 pages)View decision -
Decision Reference DRN-4672020
4 Apr 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4672020 The complaint Mr C complains that West Bay Insurance Plc wants him to pay the balance of his premium for his motor insurance policy after he had arranged to cancel it. What happened Mr C called West Bay to arrange to cancel his policy after one month on cover as he’d found alte... (2 pages)View decision -
Decision Reference DRN-4677237
4 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4677237 The complaint Miss G complains about how esure Insurance Limited handled the claim made on her motor insurance policy and the market value applied to the car. What happened In September 2023, Miss G’s car was stolen. Miss G claimed on her car insurance policy with esure. esure ... (3 pages)View decision -
Decision Reference DRN-4721513
4 Apr 2024 MBNA Limited UpheldBanking and PaymentsDRN-4721513 The complaint Mr M complains that MBNA Limited (MBNA) unfairly defaulted and terminated his account telling him it might also assign the account to a third party. He is unhappy with the resolution MBNA offered of backdating his default to when he was 3 months in arrears. He wo... (2 pages)View decision -
Decision Reference DRN-4679747
4 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4679747 The complaint Mr and Mrs A have complained that U K Insurance Limited (UKI) hasn’t paid out the full amount of a claim they made on a travel insurance policy. As it is Mr A leading on the complaint, I will mostly just be referring to him in this decision. What happened During a... (3 pages)View decision -
Decision Reference DRN-4693672
4 Apr 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4693672 The complaint Mr H complains about the way Marshmallow Insurance Limited administered his motor insurance policy after his vehicle was declared a total loss. What happened Mr H’s car was written off following an accident in April 2023. He contacted Marshmallow about his insuran... (3 pages)View decision
