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
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Decision Reference DRN-4734697
4 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4734697 The complaint Mrs S complains that American Express Services Europe Limited (“AESEL”) did not handle her claim properly in respect of goods which she bought but were not delivered. What happened On 23 October 2023 Mrs S ordered some paint from a merchant. She then asked that... (3 pages)View decision -
Decision Reference DRN-5187832
4 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5187832 The complaint Mr M and Miss M complain about the settlement they received from Aviva Insurance Limited after they made a claim under their home insurance policy. Mr M and Miss M are joint policyholders, but most of the communication regarding the claim and complaint has been... (8 pages)View decision -
Decision Reference DRN-5187810
4 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5187810 The complaint The estate of Mr W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with Mr W under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) a... (23 pages)View decision -
Decision Reference DRN-5073525
4 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5073525 The complaint Mrs P is unhappy her claim for damage to her property was declined by Liverpool Victoria Insurance Company Limited (“LV”) following a build-up of water. LV were providing a home insurance policy. What happened Mrs P noticed a problem with the floor structure in... (3 pages)View decision -
Decision Reference DRN-4858590
4 Dec 2024 Oakwood Homeloans Limited UpheldMortgagesDRN-4858590 The complaint Mr P complains that Oakwood Homeloans Limited is pursuing him for outstanding debt following the repossession and sale of his buy-to-let properties in 2016. The mortgages were secured against the properties but the sales left a shortfall that remains outstandin... (5 pages)View decision -
Decision Reference DRN-4534217
4 Dec 2024 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-4534217 The complaint Mrs M has complained that Marks & Spencer Financial Services Plc, trading as M&S Bank, acted unfairly and unreasonably by deciding against paying a claim made under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened In August 2015, Mrs M, along... (5 pages)View decision -
Decision Reference DRN-5096305
4 Dec 2024 Motability Operations Limited Not upheldConsumer CreditDRN-5096305 The complaint Miss S complains that the car provided to her under a hire agreement with Motability Operations Limited (MO) wasn’t of satisfactory quality and she hasn’t been provided with the service she should have when dealing with the issues this has caused. What happened... (3 pages)View decision -
Decision Reference DRN-4837559
4 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4837559 The complaint Mr and Mrs P are unhappy with Bank of Scotland plc trading as Halifax (“Halifax”) after Mr P fell victim to an investment scam. Although this is a joint account, it was principally Mr P who fell victim to the scam, so I have mainly referred to him throughout t... (4 pages)View decision -
Decision Reference DRN-5125412
4 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5125412 The complaint Mr Z’’s representative complains on his behalf that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly failed to fully settle his claim on his motor insurance policy. References to Mr Z, or his representative, will include the other. Admiral are the und... (3 pages)View decision -
Decision Reference DRN-5124229
4 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5124229 The complaint Mr P complains that TSB Bank plc unfairly blocked and closed his account, leaving him without access to funds. Mr P adds he is also unhappy that TSB asked him to repay his overdraft. What happened Mr P had a current account with TSB, which has an agreed overdr... (3 pages)View decision
