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
-
Decision Reference DRN-4560163
31 Jan 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4560163 The complaint Mrs M complains that Liverpool Victoria Insurance Company Limited (LV) has unfairly increased the price of her home insurance policy. She’s also unhappy because LV didn’t agree to pay a claim on her associated legal expenses insurance cover. What happened The back... (3 pages)View decision -
Decision Reference DRN-4404419
31 Jan 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4404419 The complaint Miss R is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled her claim following water damage in her kitchen. What happened Miss R had buildings and contents insurance underwritten by RSA. In summary, Miss R’s kitchen floor collapsed in ... (4 pages)View decision -
Decision Reference DRN-4494590
31 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4494590 The complaint Miss R complains that National Westminster Bank Plc unfairly recorded a default against her. She’d like the default removed and compensation for the impact. What happened Miss R had an account with NatWest. On 27 April 2022 NatWest sent Miss R a letter advising th... (3 pages)View decision -
Decision Reference DRN-4586970
31 Jan 2024 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4586970 The complaint Mrs M complains that Hyundai Capital UK Limited applied additional charges after she had confirmed what the cost of settling her agreement early would be. Mrs M is represented by another party but for ease of reference I have referred to Mrs M throughout this deci... (4 pages)View decision -
Decision Reference DRN-4551415
31 Jan 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4551415 The complaint Mr L’s complaint is about the refusal of a claim under the ‘Family Legal Protection’ section of his home insurance policy with Liverpool Victoria Insurance Company Limited. Liverpool Victoria is the underwriters of this policy, i.e. the insurer. Part of this compl... (4 pages)View decision -
Decision Reference DRN-4482977
31 Jan 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4482977 The complaint S complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when it returned a van at the end of a hire agreement. S is represented in its complaint. For ease of reading, any reference to S refers to the testimony of both S and its r... (5 pages)View decision -
Decision Reference DRN-4427755
31 Jan 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4427755 The complaint Mr D, is unhappy that National Savings and Investments (NS&I) require him to enter a one- time passcode (OTP) which they send by text message when he wants to log into his account online. What happened In July 2022, NS&I introduced changes to the way custo... (2 pages)View decision -
Decision Reference DRN-4588915
31 Jan 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4588915 The complaint Mrs M complains that Tandem Personal Loans Ltd (“Tandem”) unfairly declined her claim under sections 75 and 140A of the Consumer Credit Act 1974 (“CCA”) in relation to a timeshare product she purchased with a loan they provided to her. What happened Mrs M’s loan w... (7 pages)View decision -
Decision Reference DRN-4427944
31 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4427944 The complaint Miss P complains National Westminster Bank Plc didn’t do enough to protect her when she fell victim to a scam. What happened Miss P has an account with NatWest and has done so for over 10 years. She has accounts elsewhere too. In 2020 Miss P says she received a me... (3 pages)View decision -
Decision Reference DRN-4290966
31 Jan 2024 Paysafe Financial Services Limited Not upheldBanking and PaymentsDRN-4290966 The complaint Mr M has complained that Paysafe Financial Services Limited (Paysafe) closed his account and hasn’t so far released any of his funds. He wants all his funds to be returned to him. What happened Mr M opened an account with Paysafe in 2018. Paysafe reviewed the acco... (2 pages)View decision
