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 125400 results
-
Decision Reference DRN-4605080
3 Oct 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4605080 The complaint Mr N and Mrs N complain about Haven Insurance Company Limited (“HIC”) and the service provided to them after they made a claim on their home insurance policy. Mrs N has acted as the main representative during the claim and complaint process. So, for ease of ref... (5 pages)View decision -
Decision Reference DRN-5004350
3 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5004350 The complaint Ms H says she closed her account with Monzo Bank Ltd (“Monzo”) in September 2023. But Ms H says that she discovered an account was opened in her name April 2024, without her consent or knowledge. What happened On 21 May 2024, Ms H contacted Monzo as she noticed... (3 pages)View decision -
Decision Reference DRN-5057874
3 Oct 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5057874 Complaint Mr M has complained about the quality of a car that Toyota Financial Services (UK) PLC (“Toyota”) supplied to him through a hire-purchase agreement. Background In February 2023, Toyota provided Mr M with finance for a used car. The car was approaching four years o... (7 pages)View decision -
Decision Reference DRN-5035349
3 Oct 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-5035349 The complaint S, a limited company, complains about Chaucer Insurance Company Designated Activity Company’s (Chaucer’s) decision to void a marine liability policy shortly after a claim was made. Any references to Chaucer include its agents. S’ complaint has been brought by ... (3 pages)View decision -
Decision Reference DRN-4791999
3 Oct 2024 Sky UK Limited UpheldConsumer CreditDRN-4791999 The complaint Mr B has complained that Sky UK Limited is holding him liable for a fixed sum loan agreement he used to buy a phone he says wasn’t delivered. What happened On 30 August 2023 Mr B entered into a fixed sum loan agreement with Sky to pay for a phone. The phone co... (3 pages)View decision -
Decision Reference DRN-5056339
3 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5056339 The complaint C, a company, complain about Aviva Insurance Limited’s settlement of a claim they made under their property owner’s insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. C is r... (6 pages)View decision -
Decision Reference DRN-5058787
3 Oct 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5058787 The complaint Mr W complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr W was approved for two Capital One credit cards which were opened in November 2008 (‘card A’) and November 2012 (‘card B’) respectively, both with an initial limit of £500... (8 pages)View decision -
Decision Reference DRN-4793646
2 Oct 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4793646 The complaint Mr T has complained to us about being refused finance by Clydesdale Financial Services Limited, trading as Barclays Partner Finance (‘BPF’). What happened In October 2023 Mr T applied to BPF by way of an online application for finance to enable him to purchase... (2 pages)View decision -
Decision Reference DRN-5057967
2 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5057967 The complaint Mr D complains Aviva Limited (Aviva) unfairly handled and settled a claim on his motor insurance policy, after his car was damaged in an accident. What happened On 22 July 2023, Mr D notified Aviva of a car accident. He also explained in communications with Avi... (4 pages)View decision -
Decision Reference DRN-5053441
2 Oct 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5053441 The complaint Ms A and Mr S have complained about work carried out by the agent of AA Underwriting Insurance Company Limited (AAUIC) after they made a claim under their home insurance policy. Both Ms A and Mr S are named policyholders on the policy. For simplicity and as mo... (2 pages)View decision
