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 130332 results
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Decision Reference DRN-4914202
1 Oct 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4914202 The complaint Miss T complains that Loans2Go (“Loans2Go”) irresponsibly granted her a loan she couldn’t afford to repay. What happened In May 2023, Miss T took out a fixed sum loan agreement for a loan for £2,000 that was repayable over 24 months. Under the terms of the loa... (4 pages)View decision -
Decision Reference DRN-5052434
1 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5052434 The complaint Mr W complains that Santander UK Plc provided him with poor customer service regarding the credit card he holds with them after attempted transactions using the physical card were declined. What happened Mr W says that he attempted to use his Santander credit c... (4 pages)View decision -
Decision Reference DRN-5053775
1 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5053775 The complaint Mr and Mrs B complained that the settlement they have been offered for their claim by Aviva Insurance Limited (“Aviva”) has not been fully explained and is unfair. Aviva are providing cover under a home insurance policy. What happened Following a flood in Janua... (4 pages)View decision -
Decision Reference DRN-4931951
1 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-4931951 The complaint Mr A is unhappy with the overall service British Gas Insurance Limited (British Gas) provided in relation to a claim made on his Homecare agreement. Mr A is being represented by his son, Mr B, on this complaint. I realise Mr B has handled this claim and has bee... (4 pages)View decision -
Decision Reference DRN-5053579
1 Oct 2024 Metro Bank PLC UpheldConsumer CreditDRN-5053579 The complaint Mr H is complaining about the way Metro Bank PLC trading as RateSetter reported his personal loan to the credit reference agencies. What happened In April 2019, RateSetter approved Mr H’s application for a £10,000 loan. In January 2023, he contacted RateSetter ... (4 pages)View decision -
Decision Reference DRN-4850794
1 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4850794 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost as a result of a scam. He’s being represented by solicitors. To keep things simple, I’ll refer to Mr M throughout this decision. What happened The background to this complaint is known ... (6 pages)View decision -
Decision Reference DRN-5009926
1 Oct 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5009926 The complaint Mrs S complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under her pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes responsibi... (2 pages)View decision -
Decision Reference DRN-5053051
1 Oct 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5053051 The complaint Mr M complains that Sainsbury’s Bank Plc unfairly recorded negative information (including a Cifas marker) against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the... (3 pages)View decision -
Decision Reference DRN-5031533
1 Oct 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5031533 Complaint Mr H has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr H with a loan of £1,400.00 in May 2021. This loan had an APR of 277.8% and a 104-week term. This all meant the total amount repayable of £4,053.9... (4 pages)View decision -
Decision Reference DRN-5006063
30 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5006063 The complaint Mrs B complains that Inter Partner Assistance SA (“IPA”) mistakenly cancelled her breakdown policy and won’t reinstate it. What happened Mrs B held a monthly breakdown policy with IPA. She contacted IPA on 25 January 2024 to update her vehicle registration and ... (2 pages)View decision