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-4121938
10 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4121938 The complaint Mrs W says National Westminster Bank Plc (“NatWest”) acted unfairly by continuing to allow the use of her overdraft facility when there were clear signs of financial difficulty. She says the fees and charges added to the account made her position significantly wor... (3 pages)View decision -
Decision Reference DRN-4080923
10 May 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4080923 The complaint Mr S complains about the quality of a car he has been financing through an agreement with Moneybarn No. 1 Limited, who I’ll call “Moneybarn”. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’... (2 pages)View decision -
Decision Reference DRN-4121383
10 May 2023 Covea Insurance plc UpheldInsuranceDRN-4121383 The complaint Mr P has complained that Covea Insurance Plc avoided (treated it as if it never existed) his motor insurance policy and refused to pay his claim. What happened Mr P took out a motor insurance policy with Covea through a broker. When the named driver on his policy ... (4 pages)View decision -
Decision Reference DRN-4121799
10 May 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4121799 The complaint Miss B has complained that Bank of Scotland plc trading as Halifax (“Halifax”) acted irresponsibly by increasing her overdraft limit and continuing to apply charges to her account when it should have realised her finances had gotten worse and she was no longer abl... (4 pages)View decision -
Decision Reference DRN-4098470
10 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4098470 The complaint Ms H complains about how AXA Insurance UK Plc handled a claim made on her motor insurance policy. She wants it to increase its compensation payment for her trouble and upset. What happened Ms H was involved in a car accident in 2019 and made a claim on her policy.... (2 pages)View decision -
Decision Reference DRN-4116421
10 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4116421 The complaint Mr and Mrs L complain about how AXA Insurance UK Plc settled a claim they made on their home insurance policy. Reference to AXA includes its agents. What happened Mr and Mrs L held a home insurance policy with AXA. When their home suffered an escape of water, they... (3 pages)View decision -
Decision Reference DRN-4111175
10 May 2023 Virgin Money Unit Trust Managers Ltd UpheldInvestmentsDRN-4111175 The complaint Mr C complains that Virgin Money Unit Trust Managers Ltd, trading as Virgin Money delayed sending the cash value of his Individual Savings Account (ISA) and Personal Equity Plan (PEP) to his new provider. Mr C says this caused him a financial loss. What happened V... (4 pages)View decision -
Decision Reference DRN-4120542
10 May 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4120542 The complaint Ms J complains about the amount by which AA Underwriting Insurance Company Limited reduced her No Claims Bonus (NCB) following a claim on her motor insurance policy. She wants her NCB stepped back by two years. What happened Ms J made a claim on her policy when h... (3 pages)View decision -
Decision Reference DRN-4115370
10 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4115370 The complaint Miss S complains that Everyday Lending Limited (EDL) was irresponsible to lend to her on two occasions. What happened EDL agreed two loans for Miss S. The first was for £1,500 agreed in July 2007. This was to be repaid over two years with 23 monthly repayments of ... (5 pages)View decision -
Decision Reference DRN-4103046
10 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4103046 The complaint Mr J complains that Lloyds Bank PLC lent irresponsibly when it approved his credit card application and went on to increase the credit limit on various occasions. What happened Mr J successfully applied for a credit card with Lloyds in April 2010 and was given a £... (2 pages)View decision
