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-4762148
25 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4762148 The complaint Mr and Mrs O were unhappy with how their claim was handled, the outcome of their claim and the performance of the contractors used in progressing their claim. Mr and Mrs O had a home insurance policy with Aviva Insurance Limited (“Aviva”). What happened Following ... (3 pages)View decision -
Decision Reference DRN-4764056
25 Apr 2024 ReAssure Limited UpheldInvestmentsDRN-4764056 The complaint Mrs J complains that ReAssure Limited has behaved unreasonably when dealing with the administration of her late husband’s investment bond – which she says has led to her incurring legal fees after ReAssure mistakenly destroyed a copy of his Will. What happened Mrs... (6 pages)View decision -
Decision Reference DRN-4763280
25 Apr 2024 Inclusive Finance Limited UpheldConsumer CreditDRN-4763280 The complaint Miss S complains that Inclusive Finance Limited (trading as Creditspring) is holding her liable for the debt on a loan which she says she neither applied for nor knew about. What happened The background to this complaint is well known to both parties, and so I’ll ... (3 pages)View decision -
Decision Reference DRN-4763945
25 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4763945 The complaint Mrs R is unhappy with the service received from Aviva Insurance Limited after making a claim on the private medical insurance policy (‘the policy’) she has the benefit of. What happened Mrs R made a claim for mental health treatment under the policy. Mrs R is unha... (2 pages)View decision -
Decision Reference DRN-4526158
25 Apr 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4526158 The complaint Mr S complains about a car he acquired with credit provided by Santander Consumer (UK) Plc. What happened In May 2023, Mr S entered into a regulated conditional sale agreement with Santander Consumer in relation to a used car. Its cash price was £26,990, Mr S paid... (4 pages)View decision -
Decision Reference DRN-4763834
25 Apr 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4763834 The complaint Mr O is being represented by a claims manager. He’s complaining about Loans 2 Go Limited because he says it lent to him irresponsibly by granting a loan he couldn’t afford. What happened On 26 November 2021, Mr O applied for a personal loan with Loans 2 Go. It acc... (4 pages)View decision -
Decision Reference DRN-4763762
25 Apr 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4763762 The complaint Miss F is complaining about American Express Services Europe Limited because she says it lent irresponsibly when increasing the limit on her credit card. What happened Miss F has had a credit card with American Express since 2016. By July 2018, the credit limit ha... (4 pages)View decision -
Decision Reference DRN-4761450
25 Apr 2024 Chubb European Group SE UpheldInsuranceDRN-4761450 The complaint Mr S complains about Chubb European Group SE’s (“Chubb European”) decision to decline his claim under his mobile phone insurance policy. What happened Mr S travelled overseas and, while there, he visited a beach together with his cousin. Mr S says he lost his phon... (3 pages)View decision -
Decision Reference DRN-4587925
25 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4587925 The complaint Mr and Mrs R are unhappy Santander UK Plc won’t reimburse them for the money they lost when Mr R fell victim to a scam. What happened Mr and Mrs R are represented in this complaint by a solicitor, for simplicity I will refer to Mr and Mrs R throughout this decisio... (5 pages)View decision -
Decision Reference DRN-4763619
25 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4763619 The complaint Mr S has complained Bank of Scotland plc, trading as Halifax, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2021 Mr S was told by Halifax that they were closing his account. They also lodged a fraud-related mark... (3 pages)View decision
