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 360264 results
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Decision Reference DRN-4573262
1 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4573262 The complaint Mr S and Mrs M complain that Vacation Finance Limited (“VFL”), unfairly turned down their claim under the Consumer Credit Act 1974 (“CCA”) in respect a of a purchase made in April 2018. Mr S and Mrs M are represented by a professional representative (“PR”). What h... (4 pages)View decision -
Decision Reference DRN-4488712
1 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4488712 The complaint Ms H complains U K Insurance’s (trading as Churchill) management of her subsidence claim has caused significant delay, distress and inconvenience. UKI’s used agents for the management of the claim. For simplicity I’ve generally, but not always, referred to the age... (5 pages)View decision -
Decision Reference DRN-4564840
1 Feb 2024 Vodafone Limited UpheldConsumer CreditDRN-4564840 The complaint Mr L complains that direct debit payments were taken from the wrong account following an upgrade of a mobile phone supplied by Vodafone Limited. What happened In September 2022 Mr L and his daughter (Miss L) contacted Vodafone to upgrade a mobile phone. Mr L was t... (2 pages)View decision -
Decision Reference DRN-4558070
1 Feb 2024 Homeserve Membership Limited Not upheldInsuranceDRN-4558070 The complaint Mrs A complains that Homeserve Membership Limited (Homeserve) cancelled her home emergency policy in error. What happened Mrs A took out a landlord heating, plumbing and electrics policy with Homeserve on 26 July 2021. The policy was cancelled on Homeserve’s syste... (3 pages)View decision -
Decision Reference DRN-4554973
1 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4554973 The complaint Mr R complains National Westminster Bank Plc (“NatWest”) closed his accounts and it’s provided a poor customer and complaint handling service. What happened In early July 2020, following an internal review, NatWest contact Mr R to discuss his account activity. Fol... (8 pages)View decision -
Decision Reference DRN-4371068
1 Feb 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4371068 The complaint Mrs G, who is represented by a professional representative (“PR”) complains that Tandem Personal Loans Ltd (“Tandem”) rejected her claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. It appears that the product was purchased with ano... (5 pages)View decision -
Decision Reference DRN-4596444
1 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4596444 The complaint Mr P complains about the claim settlement AXA Insurance UK Plc made under his travel insurance policy. What happened Mr P was on holiday abroad, and he was due to fly back to the UK on 17 March 2020. He held an annual multi-trip travel insurance policy, provided b... (4 pages)View decision -
Decision Reference DRN-4581592
1 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4581592 The complaint Miss U has complained about the amount Advantage Insurance Company Limited has paid in settlement of her claim under her car insurance policy. And about the way Advantage handled her claim. Advantage is the underwriter (insurer) of this policy. Much of this compla... (2 pages)View decision -
Decision Reference DRN-4278377
1 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4278377 The complaint Mr B complains that Nationwide Building Society (“NBS”) unfairly declined his claim under the Consumer Credit Act 1974 (“CCA”) in relation to the purchase of a holiday product he paid for using his credit card. What happened In or around November 2021, Mr B (joint... (4 pages)View decision -
Decision Reference DRN-4291355
1 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4291355 The complaint Mr and Mrs K are unhappy Santander UK Plc won’t reimburse them for the money they lost when Mr K fell victim to a scam. What happened Mr and Mrs K are represented in this complaint by a solicitor, for simplicity I will refer to Mr and Mrs K throughout this decisio... (5 pages)View decision
