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 364422 results
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Decision Reference DRN-5065786
4 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5065786 The complaint Mr and Mrs L complained that AXA Insurance UK Plc (“AXA”) unfairly declined their claim for damage to their roof and internally within their property following a storm. AXA were providing a Park home insurance policy. What happened Mr and Mrs L said they notice... (3 pages)View decision -
Decision Reference DRN-4982962
4 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4982962 The complaint Mr R has complained that Legal and General Assurance Society Limited (L&G) terminated a claim made under his employer’s group income protection policy. What happened The background to this complaint is well known to the parties. In summary Mr R has been in ... (3 pages)View decision -
Decision Reference DRN-5134609
4 Dec 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5134609 The complaint Mr S complains about how AmTrust Europe Limited dealt with a claim he made for accidental damage to his furniture. What happened In 2019 Mr S purchased a three seater sofa from a company that I’ll refer to here as “D”. He also purchased a five year policy of i... (4 pages)View decision -
Decision Reference DRN-5171888
4 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5171888 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (22 pages)View decision -
Decision Reference DRN-5133748
4 Dec 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5133748 The complaint Mr W complains about the service he received from Clydesdale Bank Plc trading as Virgin Money when he called to query the balance on his account. What happened On 3 January 2024 Mr W called Virgin Money to query whether he owed any money on his account. He said... (3 pages)View decision -
Decision Reference DRN-5002352
4 Dec 2024 Assicurazioni Generali SpA UpheldInsuranceDRN-5002352 The complaint Mr B is unhappy Assicurazioni Generali SpA (AGS) terminated his income protection claim. What happened Mr B had a group income protection policy with AGS via his employer. In July 2020 he became absent from work due to ongoing fatigue and was later diagnosed wi... (5 pages)View decision -
Decision Reference DRN-5031254
4 Dec 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5031254 The complaint Mr C has complained about the transfer of his Scottish Widows Limited (‘SW’) personal pension to the Focusplay Retirement Benefits Scheme (‘FRBS’) – an occupational pension scheme (‘OPS’) in June 2014. Mr C says the investments subsequently made now appear to h... (8 pages)View decision -
Decision Reference DRN-4732717
4 Dec 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4732717 Complaint Miss T has complained about the quality of a car that First Response Limited (“First Response”) supplied to her through a hire-purchase agreement. Background In December 2023, First Response provided Miss T with finance for a used car. The car was just over seven ... (5 pages)View decision -
Decision Reference DRN-4924016
4 Dec 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4924016 The complaint Miss B complains about the handling of her account by Shop Direct Finance Company Limited trading as very (Shop Direct). What happened On 7 March 2022, Miss B purchased an iPhone 13 from Shop Direct on Buy Now Pay Later terms. Full payment was due by 27 March 2... (3 pages)View decision -
Decision Reference DRN-5156684
4 Dec 2024 Lendable Ltd Not upheldConsumer CreditDRN-5156684 The complaint Mrs P, through a representative, says Lendable Ltd irresponsibly lent to her. What happened Mrs P took out two instalment loans from Lendable. The first, in February 2021, was for £5,500 over 48 months; the monthly repayments were £182.83 and the total repayabl... (3 pages)View decision
