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 128312 results
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Decision Reference DRN-4958032
16 Aug 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4958032 The complaint Mr and Mrs V complain that Royal & Sun Alliance Insurance Limited (RSA) applied an unfair policy term to incorrectly decline their subsidence claim. Any reference to RSA in this decision includes its respective agents unless specified otherwise. What happe... (4 pages)View decision -
Decision Reference DRN-4908553
16 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4908553 The complaint S, a limited company, complains that Barclays Bank UK PLC closed its accounts without giving notice. What happened S had accounts with Barclays. In 2022, Barclays decided to close the accounts immediately. S says that, as a consequence, it has suffered signific... (3 pages)View decision -
Decision Reference DRN-4947402
16 Aug 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4947402 The complaint Mr W has complained that Loans 2 Go Limited (“L2G”) gave him a loan without properly considering his finances. Had it carried out further checks, L2G would’ve concluded he couldn’t afford to repay it. What happened Mr W was advanced one loan of £1,500 on 10 Ju... (4 pages)View decision -
Decision Reference DRN-4785363
16 Aug 2024 Wakam UpheldInsuranceDRN-4785363 The complaint Miss D complains that Wakam didn’t assist her with resolving issues with her telematics app which records driving data for her commercial vehicle insurance policy. Any reference to Wakam includes the actions of its agents. What happened Miss D has a telematics ... (3 pages)View decision -
Decision Reference DRN-4934726
16 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4934726 The complaint X complains that Revolut Ltd won’t refund money he lost after falling victim to a scam. What happened In 2022, X received a text message saying he was eligible for an energy bill rebate. X followed the link which took him to what appeared to be a legitimate go... (8 pages)View decision -
Decision Reference DRN-4962428
16 Aug 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4962428 The complaint Ms W complains that Madison CF UK Limited trading as 118 118 Money (Madison) irresponsibly enter her across ten loans from February 2016 until September 2020. What happened I set out the background to this complaint and my initial findings in my provisional dec... (6 pages)View decision -
Decision Reference DRN-4969911
16 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4969911 The complaint Mr R is being represented by a claims manager. He’s complaining about NewDay Ltd because he says it lent irresponsibly by giving him credit cards he couldn’t afford to repay. What happened In February 2020, Mr R opened a Marbles credit card account with an init... (5 pages)View decision -
Decision Reference DRN-4774114
15 Aug 2024 Aviva Insurance Limited UpheldInsuranceDRN-4774114 The complaint A limited company, which I will refer to as M, complains about the handling and settlement of its motor insurance claim by Aviva Insurance Limited. What happened The following is intended only as a brief summary of events. Additionally, although other parties h... (3 pages)View decision -
Decision Reference DRN-4969374
15 Aug 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4969374 The complaint A limited company, which I’ll refer to as ‘D’, complains that Starling Bank Limited restricted access to its accounts for one of its employees. This complaint is brought to this service by one of D’s directors, whom I’ll refer to as ‘Mr C’. What happened On 7... (5 pages)View decision -
Decision Reference DRN-4880261
15 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4880261 The complaint Miss M complains that Admiral Insurance Company Limited have provided poor customer service when dealing with her claim. What happened Miss M held a motor policy with Admiral on which her parents were both named drivers. In September 2022 Miss M’s car was dam... (4 pages)View decision