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 121115 results
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Decision Reference DRN-4391741
23 Oct 2023 Vauxhall Finance plc UpheldConsumer CreditDRN-4391741 The complaint Mr M complains about how Vauxhall Finance plc dealt with him when he was unable to afford the balloon payment at the end of his finance agreement. What happened In March 2018 Mr M acquired a new car under a regulated conditional sale agreement with Vauxhall Financ... (3 pages)View decision -
Decision Reference DRN-4305871
23 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4305871 The complaint Mr N complains Barclays Bank UK PLC trading as Barclaycard charged him for a streaming service when he was meant to have a five-month free trial. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fac... (3 pages)View decision -
Decision Reference DRN-4309090
23 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4309090 The complaint Mrs S complains that Monzo Bank Ltd (‘Monzo’) won’t refund her after she fell victim to a scam. What happened Mrs S is represented in this case but for ease I’ll refer to Mrs S throughout this decision. The facts of this case are well known to both parties, so I d... (3 pages)View decision -
Decision Reference DRN-4366989
23 Oct 2023 American International Group UK Limited UpheldInsuranceDRN-4366989 The complaint Mr A has complained that American International Group UK Limited (AIG) has not undertaken an adequate repair of his tablet. References to AIG include its agents and policy administrators. I previously issued a provisional decision in this case. As I didn’t receive... (3 pages)View decision -
Decision Reference DRN-4355524
23 Oct 2023 Nationwide Building Society UpheldConsumer CreditDRN-4355524 The complaint Mr C complains that Nationwide Building Society was irresponsible to lend to him. What happened Mr C was approved for the following loan from Nationwide in December 2021: Loan Date Amount Term Repayment Due 1 17 Dec 2021 £5,270 60m £124.71 17 Dec 2026 I acknowledg... (3 pages)View decision -
Decision Reference DRN-4371564
23 Oct 2023 U K Insurance Limited UpheldInsuranceDRN-4371564 The complaint Mr B has complained about his let property insurer U K Insurance Limited (UKI) because he feels it has delayed his water damage claim. What happened Mr B had problems with the boiler and some pipe work in a flat he owns and lets out, resulting in a water leak. He ... (2 pages)View decision -
Decision Reference DRN-4374001
23 Oct 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4374001 The complaint Mr H complains that The National Farmers’ Union Mutual Insurance Society Limited trading as NFU Mutual voided his horse and rider policy, retained his policy premium and refused to pay his claim. My references to NFU Mutual include its agents. What happened On 10 ... (6 pages)View decision -
Decision Reference DRN-4391283
23 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4391283 The complaint Mr B complains that esure Insurance Limited trading as Sheila’s Wheels provided him with a poor service and delayed in returning his excess to him after he made a claim under his car insurance policy. What happened Mr B had a car accident which wasn’t his fault a... (2 pages)View decision -
Decision Reference DRN-4414819
23 Oct 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4414819 The complaint Ms F complains that Lloyds Bank General Insurance Limited (Lloyds) handled her claim poorly after a leak damaged her kitchen floor, under her home buildings insurance policy. What happened In April 2022 a pipe beneath Ms F’s kitchen floor leaked, causing damage to... (5 pages)View decision -
Decision Reference DRN-4058947
23 Oct 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4058947 The complaint Mr P complains that Revolut Ltd didn’t do enough to prevent the loss he suffered when he sent money to one of their customers as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a br... (3 pages)View decision
