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 121262 results
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Decision Reference DRN-4308427
21 Aug 2023 Lendable Ltd UpheldConsumer CreditDRN-4308427 The complaint Miss C complains that the loan she had from Lendable Limited was unaffordable to her. What happened Miss C had one loan from Lendable in July 2020 as follows: Loan Date Amount Term Repayment Due Repaid 1 26 Jul 2020 £2,000 24m £120.79 26 Jul 2022 N/A Miss C says w... (3 pages)View decision -
Decision Reference DRN-4120778
21 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4120778 The complaint Mr S and Mrs C have complained about their home insurer AXA Insurance UK Plc regarding a claim thy made in 2018 for damage caused by a water leak. Mr S has dealt mainly with the claim and complaint. For ease of refence, I’ll mainly refer to him during the body of ... (3 pages)View decision -
Decision Reference DRN-4172413
21 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4172413 The complaint Mr H is unhappy that Bank of Scotland trading as Halifax hasn’t refunded him for the money he lost as part of a third-party scam. What happened Mr H received a call from someone claiming to be from the National Insurance Office, they told him multiple other accoun... (3 pages)View decision -
Decision Reference DRN-4116912
21 Aug 2023 Covea Insurance plc UpheldInsuranceDRN-4116912 The complaint Miss P has complained that Covea Insurance plc failed to provide a courtesy car while her car was being repaired when she made a claim under her car insurance policy. Miss P also complains that her No Claims Bonus (NCB) was impacted by the claim. What happened Mis... (2 pages)View decision -
Decision Reference DRN-4107540
21 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4107540 The complaint Mr A has complained about the way AXA Insurance UK Plc dealt with and settled a claim his son Mr R as a named driver made. Mr R made a claim against Mr A’s car insurance policy when he was involved in an incident with another car. What happened In May 2021 Mr R wa... (3 pages)View decision -
Decision Reference DRN-4192447
21 Aug 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4192447 The complaint Mr S complains that Zopa Bank Limited are pursuing him for a £13,000 loan that he says was taken out as part of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key... (2 pages)View decision -
Decision Reference DRN-4304182
21 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4304182 The complaint Mrs K and Mr S are unhappy that Inter Partner Assistance SA (IPA) declined a claim they made on their travel insurance policy. What happened Mrs K and Mr S were on holiday with their two children in the summer of 2022. One of their children became unwell and requi... (3 pages)View decision -
Decision Reference DRN-4304310
21 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4304310 The complaint Mr W complains about AWP P&C SA and the service they provided after he made a claim on the Home Emergency (“HE”) cover included within his overall home insurance policy. What happened Mr W held a home insurance policy. Included within this policy was separate ... (4 pages)View decision -
Decision Reference DRN-4119066
21 Aug 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4119066 The complaint Mr B complains about a used car he acquired through a conditional sale agreement with Santander Consumer (UK) Plc. The car was sold with a body wrap and Mr B is unhappy that very shortly after acquiring the car it showed signs of peeling. Attempts to rectify this ... (3 pages)View decision -
Decision Reference DRN-4310722
21 Aug 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4310722 The complaint Ms K says Barclays Bank UK PLC asked her for higher monthly payments after she took out a new product. She asks that her monthly payments are as set out in the product offer. What happened Ms K’s mortgage product was due to expire on 31 October 2022. She spoke to ... (2 pages)View decision