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 363925 results
-
Decision Reference DRN-5155700
10 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5155700 The complaint Mr M complains that Vanquis Bank Limited irresponsibly lent to him. Mr M is represented by a Solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr M himself. What happe... (5 pages)View decision -
Decision Reference DRN-5116428
10 Dec 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5116428 The complaint Mr W complains Kroo Bank Ltd registered a fraud marker at CIFAS, the national fraud database. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr W held an account Kroo. On 17 July 2023 it was credited with £250 from a ... (3 pages)View decision -
Decision Reference DRN-5158929
10 Dec 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5158929 The complaint Mr K has complained about his car insurer Haven Insurance Company Limited because it has declined his claim for the theft of his car, an incident which occurred shortly after the car was first stolen but recovered by the police. What happened Mr K suffered a c... (3 pages)View decision -
Decision Reference DRN-4694848
10 Dec 2024 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-4694848 The complaint T, a partnership, complains about how WorldPay (UK) Limited conducted its customer verification process which resulted in T’s account being suspended for several weeks. T is represented in bringing this complaint by a director of one of the partners, Mr C. What... (4 pages)View decision -
Decision Reference DRN-5113991
10 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5113991 The complaint Mr T complains Starling Bank Limited (“Starling Bank”) didn’t do enough to protect him when he fell victim to a scam. Mr T made the payments from his business account and as he operates as a sole trader, I’ll refer to Mr T throughout. What happened Mr T says h... (3 pages)View decision -
Decision Reference DRN-5028743
10 Dec 2024 AIG Life Limited Not upheldInsuranceDRN-5028743 The complaint Mrs B is unhappy with the date on which AIG Life Limited (‘AIG’) has used to start paying the benefit under her income protection insurance policy (‘the policy’). She’s also unhappy that AIG didn’t agree to reduce the deferred period. What happened The detail... (3 pages)View decision -
Decision Reference DRN-4798534
10 Dec 2024 Marsh Finance Limited UpheldConsumer CreditDRN-4798534 The complaint Mr B complains about a car supplied to him using an agreement taken out with Marsh Finance Limited (“Marsh Finance”). What happened Mr B referred a complaint to us along with his representative. As the complainant is Mr B, for ease, I have addressed my decisio... (6 pages)View decision -
Decision Reference DRN-5201022
10 Dec 2024 AWP P&C S.A. UpheldInsuranceDRN-5201022 The complaint Ms A is unhappy with the lack of assistance she received from AWP P&C S.A. under her travel insurance policy when she became unwell whilst abroad. All reference to AWP includes its medical assistance team. What happened Ms A travelled abroad in May 2023 a... (4 pages)View decision -
Decision Reference DRN-5202926
10 Dec 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5202926 The complaint Mr W complains that he’s been overcharged for his pet insurance policy since mid-2022. Great Lakes Insurance SE (Great Lakes) was the underwriter of Mr W’s policy between September 2021 and September 2023. However, since September 2023, the policy has been und... (5 pages)View decision -
Decision Reference DRN-5182039
10 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5182039 The complaint Mr and Mrs P complain that HDI Global Specialty SE (“HDI”) unfairly declined a claim they made under their home insurance policy for subsidence related damage to their property. What happened In 2021, Mr and Mrs P noticed cracking in the walls of their conserva... (3 pages)View decision
