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 125399 results
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Decision Reference DRN-4724490
5 Apr 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4724490 The complaint Mr R complains Sainsbury’s Bank Plc has failed to honour a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened The background to Mr R’s complaint, and my provisional findings on it, can be found in the provisional decision I is... (11 pages)View decision -
Decision Reference DRN-4404008
5 Apr 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4404008 The complaint Mrs S complains that AXA Insurance UK Plc (“AXA”) has unfairly declined a claim for subsidence under her buildings insurance policy. Any reference to Mrs S or AXA includes respective agents and representatives. What happened The background of this complaint is wel... (5 pages)View decision -
Decision Reference DRN-4724971
5 Apr 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4724971 The complaint Mr B and Mrs B complain that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say were misrepresented to them by the supplier. Mr B and Mrs ... (6 pages)View decision -
Decision Reference DRN-4679408
5 Apr 2024 Digital Moneybox Limited UpheldInvestmentsDRN-4679408 The complaint Ms S complains that Digital Moneybox Limited trading as Moneybox (‘Moneybox’) reinvested the extra funds from her stocks and shares Lifetime Individual Savings Account (‘LISA’) her solicitor incorrectly requested should be withdrawn towards her house purchase, wit... (5 pages)View decision -
Decision Reference DRN-4723739
5 Apr 2024 Society of Lloyd's UpheldInsuranceDRN-4723739 The complaint A limited company, that I will refer to as W, complains about the handling and decline of its public/commercial liability claim by Society of Lloyd's. What happened The following is intended only as a brief summary of events. Additionally, although both parti... (6 pages)View decision -
Decision Reference DRN-4514248
5 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4514248 The complaint Mr and Mrs B complain that Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim they made on their home insurance policy for damage caused by subsidence. Mr B has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened ... (3 pages)View decision -
Decision Reference DRN-4679471
5 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4679471 Complaint Mr D is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In March 2023, Mr D fell victim to a purchase scam. He wanted to buy a second-hand mobile phone and found one advertised on a social media platform that he was happy to... (2 pages)View decision -
Decision Reference DRN-4724693
5 Apr 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4724693 The complaint Miss D is complaining about Madison CF UK Limited because she says it lent irresponsibly when granting her a series of loans she couldn’t afford without carrying out proper affordability checks. What happened Between 2019 and 2021, Miss D took the following loans ... (6 pages)View decision -
Decision Reference DRN-4724424
5 Apr 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4724424 The complaint Mr and Mrs S have complained about the service provided by Arch Insurance (UK) Limited (’Arch’) following a claim for flood damage under their home insurance policy. For the avoidance of doubt, the term ‘Arch’ also includes its representatives, agents, and contrac... (5 pages)View decision -
Decision Reference DRN-4707197
5 Apr 2024 AFH Independent Financial Services Limited UpheldInvestmentsDRN-4707197 The complaint Ms M, representing the estate of Mr C, her late husband, complains about delays in the surrender of several investment accounts administered in part by AFH Independent Financial Services Limited (“AFH”). What happened The background to the complaint will be well-k... (3 pages)View decision
