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 352408 results
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Decision Reference DRN-5001134
19 Nov 2024 Motability Operations Limited Not upheldInsuranceDRN-5001134 The complaint Mr S and Mrs S complain about their vehicle leasing provider, Motability Operations Limited (Motability). Specifically, they complain about items they say were missing from their vehicle after its recovery and storage following an accident. References to Motab... (4 pages)View decision -
Decision Reference DRN-4752245
19 Nov 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4752245 The complaint Mr K complains Assetz SME Capital Limited have invested funds in his peer-to-peer (P2P) lending account into companies that are bankrupt. He has requested that it refunds the money that has been invested into loans with these companies. What happened Mr K hold... (3 pages)View decision -
Decision Reference DRN-5142178
19 Nov 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-5142178 The complaint Miss V is unhappy how Domestic & General Insurance Plc (D&G) handled a claim made under her household warranty policy. What happened Miss V made a claim for her cooker on her household warranty policy. She was offered a cash settlement or a replacement... (3 pages)View decision -
Decision Reference DRN-5111789
19 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5111789 The complaint Mr D complains that his account with American Express Services Europe Limited (AESEL) trading as American Express was locked after he entered the CVC code incorrectly three times. He’s unhappy that the system didn’t warn him that he would be locked out of his a... (2 pages)View decision -
Decision Reference DRN-5139141
19 Nov 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-5139141 The complaint Mr E complains about the service he received from Domestic & General Insurance Plc (D&G) under a protection policy for his washing machine. References to D&G include their agents who administer policies and carry out services under policies. What ... (7 pages)View decision -
Decision Reference DRN-5065615
19 Nov 2024 Acasta European Insurance Company Limited UpheldInsuranceDRN-5065615 The complaint Mrs H and Mr H complain about Acasta European Insurance Company Limited (“AEIC”) and the decision to decline the claim they made on their Guarantee Insurance policy. Mrs H has acted as the main representative during the claim and complaint process. So, for ease... (3 pages)View decision -
Decision Reference DRN-5106446
19 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5106446 The complaint Mrs C complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened In 2020, Mrs C was told about an investment by her family. The investment was through a company I’ll refer to as B. B would purc... (4 pages)View decision -
Decision Reference DRN-4716726
19 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4716726 The complaint Mr A complains that National Westminster Bank Plc (NatWest) have failed to refund £1,162 he says he lost to a crypto investment scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because ... (3 pages)View decision -
Decision Reference DRN-4725516
19 Nov 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4725516 The complaint Mr W complains about the quality of a car supplied to him by N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) under a hire purchase agreement (“agreement”). Mr W is being assisted in bringing this complaint by his partner. But for ease of rea... (3 pages)View decision -
Decision Reference DRN-5155337
19 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5155337 The complaint Ms L complains that NewDay Ltd (NDay) lent to her irresponsibly. What happened In March 2016, NDay agreed to give a credit card to Ms L, and then offered and applied increases in the limit as shown: Limit increase number Date Limit March 2016 (new account) £30... (4 pages)View decision
