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 122183 results
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Decision Reference DRN-4261989
24 Jul 2023 Assurant General Insurance Limited UpheldInsuranceDRN-4261989 The complaint Mr A is unhappy with the settlement amount offered to him by Assurant General Insurance Limited, after he made a claim under his mobile phone and gadget insurance policy. What happened Mr A has explained that whilst abroad his laptop and e-reading device were stol... (4 pages)View decision -
Decision Reference DRN-4261883
24 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4261883 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) has treated him unfairly in relation to a complaint about a claim he made about a television he purchased using finance provided by it. What happened In March 2021 Mr H purchased a te... (4 pages)View decision -
Decision Reference DRN-4261915
24 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4261915 The complaint Miss B is unhappy with Aviva Insurance Limited’s (Aviva) handling of a claim made under her plumbing and drainage insurance cover. Where I’ve referred to Aviva below, this includes any action or communications from their claim handing agent who dealt with the clai... (6 pages)View decision -
Decision Reference DRN-4230251
24 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4230251 The complaint Mrs K complains that UK Insurance Limited trading as Privilege haven’t correctly applied the terms of their policy which apply when a boiler is deemed beyond economic repair (BER). What happened Mrs K holds a heating cover insurance policy with Privilege which of... (3 pages)View decision -
Decision Reference DRN-3955913
24 Jul 2023 Connells Limited UpheldMortgagesDRN-3955913 The complaint Mr and Mrs W complain that Connells Limited wrongly advised them they could use an existing mortgage offer to buy a different property. They said they ended up exceeding their monthly budget to buy the house, when they later found out this advice was wrong. What h... (5 pages)View decision -
Decision Reference DRN-4259310
24 Jul 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4259310 The complaint Mr R and Mrs C have complained about the settlement offered by AA Underwriting Insurance Company Limited (AA) following a claim under their home insurance policy. What happened Mr R and Mrs C contacted AA to make a claim for storm damage. Mr R and Mrs C said they ... (3 pages)View decision -
Decision Reference DRN-4151995
24 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4151995 The complaint Mr D, a sole trader trading as D, complains that National Westminster Bank Plc trading as Ulster Bank (Ulster Bank) has failed to credit several cheques that he lodged with a third party, I will refer to as P. Mr D wants Ulster Bank to credit his account with the ... (2 pages)View decision -
Decision Reference DRN-4261841
24 Jul 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4261841 The complaint Ms S has complained that Zopa Bank Limited are holding her liable for a debt which she says was the result of ID theft. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In summer 2022, a loan of £20,000 was taken out wit... (5 pages)View decision -
Decision Reference DRN-4210868
24 Jul 2023 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4210868 The complaint Mr Q is unhappy that a car supplied to him under a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance was of an unsatisfactory quality. What happened In May 2022, Mr Q was supplied with a new car through a conditional sale agreem... (4 pages)View decision -
Decision Reference DRN-4261562
24 Jul 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4261562 The complaint Miss C complains that Revolut Ltd didn’t do enough to protect her against the loss of money to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In brief summary, from 3 to 4 June 202... (5 pages)View decision
