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
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Decision Reference DRN-4840158
10 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4840158 The complaint A partnership, which I’ll refer to as D, complains about the way U K Insurance Limited trading as NIG (“UKI”) dealt with a claim on its legal expenses policy. Mr A, who is a partner of D, brings the complaint on D’s behalf. Where I refer to UKI, this includes its ... (3 pages)View decision -
Decision Reference DRN-4813886
10 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4813886 Complaint Mr D has complained that Monzo Bank Ltd (“Monzo”) irresponsibly provided him with an overdraft which it continued applying charges on even when he was in financial difficulty. Background Monzo initially provided Mr D with an overdraft facility of £500, which had a cre... (4 pages)View decision -
Decision Reference DRN-4777679
9 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4777679 The complaint Miss M complains about Aviva Insurance Limited’s (“Aviva”) decision to decline her claim under her mobile phone insurance policy. What happened Miss M says, while out shopping, she lost her mobile phone, so she made a claim under her policy. Aviva investigated the... (4 pages)View decision -
Decision Reference DRN-4818963
9 Jun 2024 Oakbrook Finance Limited UpheldConsumer CreditDRN-4818963 The complaint Miss A complains that Oakbrook Finance Limited trading as Likely Loans (“LL”) refused to extend her loan term when her account fell into arrears. What happened Miss A took out a loan with LL on 22 June 2022. The repayments were £178.08 per month for 36 months. In ... (4 pages)View decision -
Decision Reference DRN-4793610
9 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4793610 The complaint Mrs E complains on behalf of herself and Mr E that Nationwide Building Society authorised a payment on her credit card which took her over the credit limit. What happened In September 2023 Mr E and Mrs E went on a cruise. Mr E fell ill and had to spend some time i... (3 pages)View decision -
Decision Reference DRN-4811132
9 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4811132 The complaint Mr O complains that Barclays Bank UK PLC gave him misleading information about a balance transfer. What happened Mr O holds a credit card account with Barclays. In November 2023 he contacted Barclays via the online app to ask when his promotional interest free per... (3 pages)View decision -
Decision Reference DRN-4823162
8 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4823162 The complaint Mr J complains about the way One Insurance Limited (“One Insurance”) has handled a claim under his motor insurance policy. What happened Mr J’s truck was broken into in 2023. He contacted his insurer, One Insurance, to make a claim. One Insurance instructed one of... (2 pages)View decision -
Decision Reference DRN-4675476
7 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4675476 The complaint Miss A complains about Monzo Bank Ltd. She says Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund the money that was lost. What happened The details of what happened are well known to all parties, so I won’t rep... (4 pages)View decision -
Decision Reference DRN-4823452
7 Jun 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4823452 The complaint Mr G complains that Tesco Underwriting Limited (“Tesco”) has increased his premium due to undisclosed claims. What happened Mr G took out a car insurance policy with Tesco. When he had an accident in 2023, he tried to make a claim. Tesco looked into things and sai... (2 pages)View decision -
Decision Reference DRN-3969217
7 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3969217 The complaint Mr P has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim he made under s75 of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account s140A of the CCA. What happene... (6 pages)View decision
