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 369228 results
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Decision Reference DRN-5091111
11 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5091111 The complaint Mr F and Mrs W have complained about the handling of a home emergency claim by Aviva Insurance Limited Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal with claims and complaint... (6 pages)View decision -
Decision Reference DRN-5322268
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5322268 The complaint Mr W complains that Monzo Bank Ltd unfairly holds him liable for a charge on his account for a higher amount than he agreed. What happened Whilst in Cancun, Mr W noticed he’d been overcharged for headache tablets. Mr W opened a dispute with Monzo once he beca... (2 pages)View decision -
Decision Reference DRN-5272503
11 Feb 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5272503 The complaint Mr A complains that Clydesdale Bank Plc has not refunded a credit card payment after incorrect items were delivered to him. Clydesdale Bank operates in this case under its Virgin Money brand. What happened At the end of December 2023 Mr A bought two mobile hand... (3 pages)View decision -
Decision Reference DRN-5323391
11 Feb 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5323391 The complaint Mr B complains that Capital One (Europe) plc acted unfairly in selling his account to a third- party debt collection agency. What happened My provisional decision of 5 February 2025 set out the background to this complaint: Mr B opened his credit card account w... (4 pages)View decision -
Decision Reference DRN-5278326
11 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5278326 The complaint Mr A and Mrs A have complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim under their home insurance policy. As Mrs A mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to her. What ha... (3 pages)View decision -
Decision Reference DRN-5281981
11 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5281981 The complaint Miss S complains that U K Insurance Limited trading as Direct Line has unfairly declined her claim for damage to a rental property she owns. What happened In September 2023 Miss S entered into a tenancy agreement for a rental property she owns, which is insured... (3 pages)View decision -
Decision Reference DRN-4991226
11 Feb 2025 FCE Bank Plc Not upheldConsumer CreditDRN-4991226 The complaint Mr S complains that the car he acquired through FCE Bank PLC trading as Ford Credit wasn’t of satisfactory quality. He wants Ford Credit to repair the car or allow him to reject it and have his finance agreement cancelled. What happened Mr S entered into a hire... (4 pages)View decision -
Decision Reference DRN-4913428
11 Feb 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-4913428 The complaint Mr K complains that Paragon Bank Plc (‘Paragon’) gave incorrect information when he contacted them about interest paid on an account held with them. What happened Mr K was in dispute with HMRC about the amount of tax paid on his savings accounts. He received in... (2 pages)View decision -
Decision Reference DRN-5186235
11 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5186235 The complaint Ms M complains that Ageas Insurance Limited (Ageas) has unfairly refused to meet a claim she made after her roof was damaged by a storm. What happened In late January 2024 Ms M found that the flat roof on her property had been damaged after a storm. There was a... (4 pages)View decision -
Decision Reference DRN-4817741
11 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4817741 The complaint A company I’ll call M complains that American Express Services Europe Limited (AMEX) blocked, then closed its account without explaining why. To put things right, M wants AMEX to reinstate its account, explain its actions and pay compensation. M is represente... (5 pages)View decision
