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 362196 results
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Decision Reference DRN-5268269
17 Jan 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5268269 The complaint Mr H complains that Volvo shouldn’t have, on the grounds of affordability, lent to him, that the agreement was mis-sold to him and that the car supplied to him, under the agreement, was of unsatisfactory quality. What happened In January 2022 Mr H entered into... (5 pages)View decision -
Decision Reference DRN-5112174
17 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5112174 The complaint Mrs H complains that Aviva Life & Pensions UK Limited (Aviva) provided misleading information in a June 2015 letter about the bonuses applicable to her pension plan. She’d like Aviva to honour the extra bonus that letter referenced. What happened Mrs H had ... (4 pages)View decision -
Decision Reference DRN-5219404
17 Jan 2025 Leasing Options Limited Not upheldConsumer CreditDRN-5219404 The complaint Miss P complains about termination charges when she ended her agreement with Leasing Options Limited. What happened In August 2024 Miss P ordered a car through Leasing Options and signed an order confirmation. The car was delivered on 28 August 2024. On driving... (2 pages)View decision -
Decision Reference DRN-5268437
17 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5268437 The complaint Miss B complains Monzo Bank Ltd took too long to refund her after she was the victim of fraud, causing her unnecessary distress and inconvenience. What happened I sent the parties a provisional decision in January 2024, in which I set out the following backgrou... (4 pages)View decision -
Decision Reference DRN-4701329
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4701329 The complaint Mr T is unhappy with how HSBC UK Bank Plc trading as first direct (‘HSBC’) handled a claim under the chargeback scheme. What happened Around May 2023 Mr T was in discussions with a dental clinic, who I’ll refer to as ‘K’, about various potential dental treatme... (3 pages)View decision -
Decision Reference DRN-5205976
17 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5205976 The complaint Mr L has complained through his loss assessor that Lloyds Bank General Insurance Limited unfairly declined a claim under his home insurance policy. What happened Mr L was told by his local water company that there was an external leak on his water supply pipe.... (2 pages)View decision -
Decision Reference DRN-5236460
17 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5236460 The complaint Ms E complains that Domestic & General Insurance Plc (“D&G”) wouldn’t agree to refund premiums she’d paid for her appliance insurance policy following the replacement of her washing machine. What happened Ms E had an appliance insurance policy with D&am... (3 pages)View decision -
Decision Reference DRN-5205722
17 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5205722 The complaint Ms F and Mr J are unhappy with the way Royal & Sun Alliance Insurance Limited (“RSA”) handled their claim under their buildings and contents insurance policy. The policy was held in joint names. For ease of reading, I’ll mainly refer to Mr J throughout my d... (4 pages)View decision -
Decision Reference DRN-5268090
17 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5268090 The complaint Mr J complains that Royal & Sun Alliance Insurance Limited (“RSA”) has delayed his buildings insurance claim after our service issued a final decision. This complaint involves the actions of agents for whom RSA is responsible. Any reference to RSA includes... (3 pages)View decision -
Decision Reference DRN-4917982
17 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4917982 The complaint A company, which I will refer to as R, complains that Barclays Bank UK Plc closed its bank account without notification – leading to payments intended for R going astray. What happened R’s directors told us: R had a bank account with Barclays since 2000. ... (3 pages)View decision
