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 360982 results
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Decision Reference DRN-5193558
6 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5193558 The complaint Mr and Mrs G’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (21 pages)View decision -
Decision Reference DRN-5183831
6 Dec 2024 Zurich Insurance PLC UpheldInsuranceDRN-5183831 The complaint Mr X and Mrs D complain that Zurich Insurance PLC has treated them unfairly when refusing to pay for lost rent following a claim made on their landlord’s insurance policy. What happened Mr X and Mrs D made a claim in December 2022 on their landlord’s insurance ... (4 pages)View decision -
Decision Reference DRN-4947699
6 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4947699 The complaint Mr O has complained about Marshmallow Insurance Limited. He isn’t happy about the way it set up his motor insurance policy and the miscommunication around the cost of the policy. What happened When Mr O looked to take out his insurance with Marshmallow he was m... (2 pages)View decision -
Decision Reference DRN-4921416
6 Dec 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-4921416 The complaint The estate of Mrs A complain Scottish Friendly Assurance Society Limited has incorrectly paid out the sum assured on a life assurance policy. What happened Mrs A sadly passed away at then of July 2022. On 30 August 2022 notice of Mrs A’s passing was provided t... (3 pages)View decision -
Decision Reference DRN-5067283
6 Dec 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5067283 The complaint Mr D complains that Zempler Bank Limited (Zempler) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background... (3 pages)View decision -
Decision Reference DRN-5100798
6 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5100798 The complaint Mr C and Ms J have complained about U K Insurance Limited trading as Direct Line (UKI)’s decision to reject a claim they made for damage to their home under their home and buildings insurance policy. What happened Mr C and Ms J made a claim for damage to their ... (2 pages)View decision -
Decision Reference DRN-5103073
6 Dec 2024 Hillingdon Credit Union Limited Not upheldConsumer CreditDRN-5103073 The complaint Ms T complains that Hillingdon Credit Union Limited (HCUL) incorrectly applied a default to her credit file. What happened Ms T had a loan with HCUL which she says was settled in 2018. She says that HCUL made a mistake and recorded the loan as being in default... (4 pages)View decision -
Decision Reference DRN-5053325
6 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5053325 The complaint Mrs F and Mrs D have complained – in their capacity as surviving Trustees of the F Trust – that the Royal London Mutual Insurance Society Limited (“RL”) declined the claim made on the policy when the third trustee, Mr F, passed away and cancelled the policy. Wh... (3 pages)View decision -
Decision Reference DRN-5085288
6 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5085288 The complaint Mr K and Ms S complain that Nationwide Building Society provided them with poor customer service regarding an attempted international transfer. What happened Mr K and Ms S say that on 22 April 2024 they attempted to transfer just under £4,000 to their overseas ... (5 pages)View decision -
Decision Reference DRN-5023971
6 Dec 2024 Grattan Plc Not upheldConsumer CreditDRN-5023971 The complaint Miss F complains that Grattan Plc trading as Kaleidoscope recorded her catalogue shopping account as in default. What happened Miss F held a Freemans catalogue shopping account that was provided by Kaleidoscope. In January 2023, Grattan emailed Miss F with a fi... (4 pages)View decision
