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-4547431
3 Sep 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4547431 The complaint Mrs G complains Fortegra Europe Insurance Company Ltd unfairly declined claims against her minor damage repair cover insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus... (2 pages)View decision -
Decision Reference DRN-5000644
3 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5000644 The complaint Mr W and Mrs W have complained about the settlement Aviva Insurance Limited (Aviva) offered them following a claim under a home insurance policy. What happened Mr W and Mrs W made a claim for a pendant and chain that went missing in their home. Aviva accepted ... (4 pages)View decision -
Decision Reference DRN-5000626
3 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5000626 The complaint Mr W complains about National Westminster Bank Plc (NatWest) in that they replaced his debit card without notice, leaving him without card access to his account for over two months. Mr W says this had a significant impact on his life. What happened In March 202... (3 pages)View decision -
Decision Reference DRN-5000272
3 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5000272 The complaint Ms S says she was overcharged by Creation Consumer Finance Ltd (“Creation”) for an item she purchased on Buy Now Pay Later (BNPL) terms. What happened I issued a provisional decision on this complaint in August 2024. An extract from that provisional decision is... (3 pages)View decision -
Decision Reference DRN-4700410
3 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4700410 The complaint Mr G complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by two investment scams, or to help him recover the money once he’d reported the scams to it. What happened The detailed background to this complaint is well know... (5 pages)View decision -
Decision Reference DRN-4999586
3 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4999586 The complaint Mr C has complained about Creation Consumer Finance Ltd’s (“Creation”) response to a claim he made under the Consumer Credit Act 1974 (the “CCA”) and his request for money back. What happened In March 2013, Mr C bought a solar panel system (‘the system’) from ... (5 pages)View decision -
Decision Reference DRN-4923471
3 Sep 2024 RAC Insurance Limited UpheldInsuranceDRN-4923471 The complaint Mr T is unhappy with how RAC Insurance Limited dealt with his motor insurance claim. What happened Mr T held a motor insurance policy with RAC. In September 2023, Mr T was involved in a collision and made a claim to RAC. RAC offered Mr T a settlement for his ... (4 pages)View decision -
Decision Reference DRN-4997059
3 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4997059 The complaint and what happened Mrs M has complained about Mitsubishi HC Capital UK Plc’s, trading as Hitachi Capital Consumer Finance, (‘Mitsubishi’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allega... (6 pages)View decision -
Decision Reference DRN-5000138
3 Sep 2024 Wakam UpheldInsuranceDRN-5000138 The complaint Miss H complains that Wakam provided poor customer service when she enquired about her renewal premium. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backgroun... (3 pages)View decision -
Decision Reference DRN-4997041
3 Sep 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4997041 The complaint Mr U has complained about the service provided by Evolution Insurance Company Limited (Evolution) when dealing with repairs to his boiler and the length of time this took. References to Evolution include its agents and claims managers. I’ve previously issued ... (6 pages)View decision