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-4922100
22 Jul 2024 Vitality Health Limited UpheldInsuranceDRN-4922100 The complaint Miss R complains about the service she received from Vitality Health Limited following her claim against a group private medical insurance policy. Mr B is assisting Miss R in bringing her complaint. For ease of reference, I’ll refer to all submissions as having... (3 pages)View decision -
Decision Reference DRN-4922162
22 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4922162 The complaint Mr and Mrs G have complained about their car insurer Ageas Insurance Limited, they feel the settlement it paid to them after their car was written-off was too low. The policy is in the name of Mrs G, with Mr G as a named driver. For ease of reading through the... (3 pages)View decision -
Decision Reference DRN-4893159
22 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4893159 The complaint Mr G complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened The background of this... (4 pages)View decision -
Decision Reference DRN-4846295
22 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4846295 The complaint Mr K has complained about his property insurer Aviva Insurance Limited because it declined his claim for a theft. What happened Mr K came home in February 2023 to find a window ajar and his bedroom in disarray. He thought some items such as clothes and old mo... (4 pages)View decision -
Decision Reference DRN-4898394
22 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4898394 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost as a result of an employment scam. He’s being supported by a representative. To keep things simple, I’ll refer to Mr C throughout this decision. What happened The background to this c... (7 pages)View decision -
Decision Reference DRN-4921829
22 Jul 2024 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-4921829 The complaint Mr H complains that Cabot Credit management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) recorded a default on his credit file in relation to a debt that isn’t his. What happened The background to this complaint and my initial conclusions ... (4 pages)View decision -
Decision Reference DRN-4921822
22 Jul 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4921822 The complaint Mr M complains that Capital One (Europe) Plc are pursuing him for the outstanding balance on a credit card in his name that he says he didn’t apply for. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provid... (3 pages)View decision -
Decision Reference DRN-4917052
22 Jul 2024 MBNA Limited UpheldBanking and PaymentsDRN-4917052 The complaint Mr C complains that MBNA Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In... (4 pages)View decision -
Decision Reference DRN-4787805
22 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4787805 The complaint A company, which I’ll refer to as O, complains that Aviva Insurance Limited rejected a claim on its buildings insurance policy and refused to renew the policy. Mr B, who is a director of O, brings the complaint on O’s behalf. Where I refer to Aviva Insurance Li... (5 pages)View decision -
Decision Reference DRN-4914935
22 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4914935 The complaint Ms M feels that Bank of Scotland plc, trading as Halifax, provided an overdraft facility to her irresponsibly. What happened In August 2023, Ms M successfully applied to Halifax for an overdraft facility of £2,000 on her current account. In March 2024, Ms M ra... (3 pages)View decision