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 366350 results
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Decision Reference DRN-5251572
23 Jan 2025 Pennyburn Credit Union Limited Not upheldConsumer CreditDRN-5251572 The complaint Mr S complains that Pennyburn Credit Union Limited (PCUL) didn’t tell him it would carry out a credit search when he applied for a loan. Mr S also complains that PCUL required him to submit a GDPR request in writing rather than accepting it verbally. What happ... (3 pages)View decision -
Decision Reference DRN-5232795
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5232795 The complaint Mrs M has complained that Aviva Insurance Limited failed to show it had correctly applied a staff discount to her home insurance policy. What happened Mrs M bought a home insurance policy with the insurer, Aviva. She asked Aviva to clarify the amount of staff d... (3 pages)View decision -
Decision Reference DRN-5214215
23 Jan 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5214215 The complaint Mr W is unhappy that a car supplied to him under a hire agreement with Lex Autolease Ltd (“LAL”) was of an unsatisfactory quality. Mrs W brought the complaint on behalf of Mr W, so I’ll also refer to her throughout my decision. When I refer to what LAL has sai... (6 pages)View decision -
Decision Reference DRN-5243778
23 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5243778 The complaint Mr B complains about how Clydesdale Bank Plc trading as Virgin Money (Virgin) reported a default to his credit file. What happened Mr B had a credit card from Virgin. In 2016, he fell into financial difficulty and entered a Debt Management Plan (DMP) with Step... (4 pages)View decision -
Decision Reference DRN-5197747
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5197747 The complaint Mr B complained that Aviva Insurance Limited (“Aviva”) unfairly declined his claim for damage caused by a water leak. Aviva were providing a home insurance policy. What happened Mr B made a claim when he spotted a leak coming from under his shower. As Mr B had ... (2 pages)View decision -
Decision Reference DRN-5110301
23 Jan 2025 Mattioli Woods Limited Not upheldPensions and AnnuitiesDRN-5110301 The complaint Ms B and Mr B complain that Mattioli Woods Limited (MW) unfairly settled the death benefits under their late father’s pension plan. Ms B and Mr B are represented in their complaint. But I’ll only refer to them in my decision. What happened In September 2013 the... (6 pages)View decision -
Decision Reference DRN-5216208
23 Jan 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5216208 The complaint Mr B complains that HSBC UK Bank Plc gave him incomplete information when it responded to his Subject Access Request (SAR). What happened Mr B says HSBC responded to his SAR on 3 January 2024, but did not include communications between itself and credit refere... (2 pages)View decision -
Decision Reference DRN-5214856
23 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5214856 The complaint Mr O, helped by a representative, complained because Barclays Bank PLC refused to refund him for transactions he said he didn’t authorise. What happened Mr O opened a Barclays account on 15 August 2017, during a short stay in the UK. There were transactions ov... (6 pages)View decision -
Decision Reference DRN-4996866
23 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4996866 The complaint Mr R is unhappy that Monzo Bank Ltd won’t reimburse him a payment that he made to a merchant for a service he didn’t receive. What happened Mr R made a payment of £1,877.92 to a gambling company from his Monzo account. Mr R didn’t receive any form of service fr... (3 pages)View decision -
Decision Reference DRN-5237087
23 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5237087 The complaint Ms T complains that Barclays Bank UK PLC failed to take appropriate action to prevent her from losing money when she says she fell victim to an authorised push payment investment scam. What happened Ms T is represented in her complaint by a firm of solicitors b... (3 pages)View decision
