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 375119 results
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Decision Reference DRN9994963
6 Jan 2016 WDFC UK Limited UpheldBanking and creditMiss C complains that WDFC UK Limited (trading as Wonga.com) didn’t carry out proper checks and irresponsibly lent money to her when she was in financial difficulty. backgroundMiss C took out 15 payday loans with Wonga in about a 27 month period from June 2011. She sa... (2 pages)View decision -
Decision Reference DRN9629739
6 Jan 2016 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs R say it was unfair for AXA Insurance UK Plc to decline a claim they made on their travel insurance policy for the curtailment (cutting short) of their holiday abroad. backgroundMrs R went to hospital for tests after she was struck on the head by luggage... (2 pages)View decision -
Decision Reference DRN0456656
6 Jan 2016 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B through their representative MF complain that Legal & General Partnership Services Limited mis-sold them their mortgage and gave poor advice about debt consolidation. They want compensation.backgroundIn my provisional decision I set out why I didn’t intend ... (2 pages)View decision -
Decision Reference DRN4924211
6 Jan 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr W complains that UK Insurance Limited (trading as Direct Line) misled him about the way a Named Driver No Claim Discount worked on his motor insurance policy.backgroundMr W says his wife had been a named driver on his Direct Line policy for approximately 9 years.... (2 pages)View decision -
Decision Reference DRN2674242
6 Jan 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr B complains about the way a claim and the repairs to his car have been handled by Admiral Insurance Company Limited under a claim on his motor insurance policy. backgroundMr B made a claim on his Admiral policy following an incident. It’s dealt with the cost of ... (3 pages)View decision -
Decision Reference DRN5397085
6 Jan 2016 Zurich Assurance Ltd UpheldInsurance (excluding PPI)Mrs Z has complained about Zurich Assurance Ltd’s handling and settlement of her claim for permanent total disability benefit under her critical illness insurance policy. backgroundMrs Z held a life assurance policy with Zurich. The policy included critical illness cov... (3 pages)View decision -
Decision Reference DRN4255237
6 Jan 2016 Nationwide Building Society Not upheldBanking and creditMiss S complains that Nationwide Building Society mistakenly rejected her chargeback request. Miss S wants Nationwide to refund the money she paid to a third party.backgroundMiss S used an online website to sell an item. Miss S listed the item at the wrong price. S... (2 pages)View decision -
Decision Reference DRN3965722
6 Jan 2016 WorldPay (UK) Limited Not upheldBanking and creditMr and Mrs B complain that WorldPay (UK) Limited has allowed a payment to be charged back from their account. backgroundMr and Mrs B have a merchant services facility with WorldPay, so that they can take plastic card payments for their business. They accepted a paym... (3 pages)View decision -
Decision Reference DRN6739543
6 Jan 2016 Intelligent Merchant Services Limited UpheldBanking and creditS is a limited company and its complaint is brought by its representative Mr M. Mr M complains that Intelligent Merchant Services Limited (“IMS”) failed to keep to an agreement to match the charges applied by another merchant services provider.backgroundS has merchant ser... (2 pages)View decision -
Decision Reference DRN5922999
6 Jan 2016 Europaische Reiseversicherung AG Not upheldInsurance (excluding PPI)Ms T complains that Europaische Reiseversicherung AG (ERV) should pay her claim on her travel insurance.backgroundMs T had travel insurance underwritten by ERV. She travelled to a Commonwealth country where she suffered problems with her heart and her lungs. She compla... (2 pages)View decision
