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 125299 results
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Decision Reference DRN-4460487
17 Nov 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4460487 The complaint A limited company, which I’ll refer to as ‘J’, is unhappy that Metro Bank PLC defaulted its Bounce Back Loan (“BBL”). J’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr L’. What happened J successfully applied to Metro for a BBL in... (4 pages)View decision -
Decision Reference DRN-4389796
17 Nov 2023 Acasta European Insurance Company Limited UpheldInsuranceDRN-4389796 The complaint Mr A is unhappy with Acasta European Insurance Company Limited’s decision to decline a claim made under his sofa warranty policy. Any reference to Acasta includes the actions of its agents. Mr A is being represented on this complaint, so any reference to him, also... (3 pages)View decision -
Decision Reference DRN-4307310
17 Nov 2023 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4307310 The complaint Mr P is unhappy that J.P. Morgan Europe Limited trading as Chase gave him inaccurate information when he enquired about switching his current account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them... (2 pages)View decision -
Decision Reference DRN-4462862
17 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4462862 The complaint Mr and Mrs M’s complaint is about a claim they made on their U K Insurance Limited (‘UKI’) travel insurance policy for travel and medical expenses. Mr and Mrs M say UKI treated them unfairly. What happened Whilst in France, Mr M was admitted to hospital for emerge... (3 pages)View decision -
Decision Reference DRN-4281459
17 Nov 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4281459 The complaint Ms S complains Startline Motor Finance Limited (SMFL) irresponsibly entered into a hire purchase agreement for a used car because she doesn’t think it carried out reasonable or proportionate checks to ensure the agreement was affordable. What happened Ms S entered... (6 pages)View decision -
Decision Reference DRN-4379070
17 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4379070 The complaint Mr and Mrs F are unhappy with how Advantage Insurance Company Limited (AIC) has proposed to settle a claim under their building and contents insurance policy. Mr and Mrs F are being represented on this complaint, so any reference to Mr and Mrs F includes the comme... (5 pages)View decision -
Decision Reference DRN-4386617
17 Nov 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-4386617 The complaint Mrs S complains that Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim she made on a personal income protection insurance policy. She also complains that L&G has cancelled the policy from its inception. Mrs S is represen... (5 pages)View decision -
Decision Reference DRN-4367221
17 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4367221 The complaint Ms A has complained that Bank of Scotland plc (“BoS”) acted unfairly when it applied charges linked to her overdraft on her account. Background Ms A has a current account with BoS. She has told us that she became financially vulnerable due to ill health in 2020. T... (3 pages)View decision -
Decision Reference DRN-3982777
17 Nov 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3982777 The complaint Mr S has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr S bought solar panels for his home in 2019. The purchase was funded by a loan from Ikano, and that business is ... (5 pages)View decision -
Decision Reference DRN-4462561
17 Nov 2023 Aviva Insurance Limited UpheldInsuranceDRN-4462561 The complaint Mr and Mrs G complain about Aviva Insurance Limited’s handling of their home emergency claim. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Aviva has accepted it is accountable for the actio... (2 pages)View decision
