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 360264 results
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Decision Reference DRN-5167922
25 Nov 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5167922 The complaint Mr D’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-5033165
25 Nov 2024 SCOR UK Company Ltd Not upheldInsuranceDRN-5033165 The complaint Mr J complains that SCOR UK Company Ltd (SCOR) unfairly declined a claim for legal expenses cover. Where I refer to SCOR in this decision, this should be taken to include agents and representatives acting on its behalf. What happened Mr J held a combined insura... (4 pages)View decision -
Decision Reference DRN-4703049
25 Nov 2024 Zurich Assurance Ltd Not upheldInvestmentsDRN-4703049 The complaint Miss H, the trustee of The H Trust, complains that Zurich Assurance Ltd trading as Sterling paid out a significantly lower surrender value than she’d expected for an Investment Bond. What happened Shortly after the remaining settlor of The H Trust passed in Jul... (3 pages)View decision -
Decision Reference DRN-5083016
25 Nov 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5083016 The complaint Mr B has complained MBNA Limited is continuing to hold him liable for two credit cards that he never applied for. What happened In 2023 Mr B’s wife died. Mr B had allowed his wife to run their family finances throughout their marriage. He discovered two credit ... (2 pages)View decision -
Decision Reference DRN-4911769
25 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-4911769 The complaint Mr H and Miss K complain that Santander UK Plc didn’t support them prior to them taking out a fixed rate mortgage which has resulted in them paying an early repayment charge (ERC). They said that had Santander of discussed their future plans, the fees they incu... (4 pages)View decision -
Decision Reference DRN-5168095
25 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5168095 The complaint Mr C complains about Royal & Sun Alliance Insurance Limited’s (‘RSA’s’) handling of his buildings insurance claim. Any reference to RSA includes the actions of its agents. What happened RSA dealt with a claim for subsidence made under Mr C’s buildings ins... (3 pages)View decision -
Decision Reference DRN-5104854
25 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5104854 The complaint Mr J is unhappy Marshmallow Insurance Limited (Marshmallow) are holding him partially at fault for an accident under his motor insurance policy and haven’t refunded his policy excess. Any references to Marshmallow in this decision include the actions of its age... (3 pages)View decision -
Decision Reference DRN-4867287
25 Nov 2024 Aviva Equity Release UK Limited UpheldMortgagesDRN-4867287 The complaint Ms H complains that Aviva Equity Release UK Limited (Aviva) will not provide her attorney access to the online portal used to manage her account. What happened Ms H took out an equity release mortgage with Aviva in May 2023. In June 2023, Ms H’s daughter was ap... (4 pages)View decision -
Decision Reference DRN-5036290
25 Nov 2024 Curve UK Limited UpheldBanking and PaymentsDRN-5036290 The complaint Mr J has complained about how Curve UK Limited, trading as Curve, managed his fraud complaint and later concerns in May 2024. What happened On 9 May Mr J noticed attempted transactions he’d not made. He notified Curve these weren’t his. They cancelled his card ... (2 pages)View decision -
Decision Reference DRN-5130869
25 Nov 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5130869 The complaint Mr T says Zopa Bank Limited irresponsibly lent to him. What happened Mr T took out a 24-month loan for £2,500 in September 2024. The monthly repayments were £243.21 and the total repayable was £2,918.55. Mr T says Zopa’s checks were inadequate: a thorough unde... (3 pages)View decision
