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 121074 results
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Decision Reference DRN-3770341
8 Nov 2022 Mulsanne Insurance Company Limited UpheldInsuranceDRN-3770341 The complaint Mr A complains that Mulsanne Insurance Company Limited (Mulsanne) declined to cover his losses following an accident whilst driving abroad, under his motor insurance policy. What happened Mr A was involved in a car accident whilst driving in Europe. His car was da... (3 pages)View decision -
Decision Reference DRN-3649307
8 Nov 2022 Cumbernauld South Credit Union Limited UpheldBanking and PaymentsDRN-3649307 The complaint Mrs C complains that Cumbernauld South Credit Union Limited failed to credit her account with a cash deposit. What happened Mrs C has explained that she asked to withdraw the majority of her funds from her account at the start of the pandemic in March 2020. Mrs C ... (5 pages)View decision -
Decision Reference DRN-3719749
8 Nov 2022 Sainsbury's Bank Plc UpheldInsuranceDRN-3719749 The complaint Mr T complains that Sainsbury’s Bank Plc (Sainsbury’s), acting as policy administrator, failed to tell him his motor insurance policy had been cancelled resulting in a fine, penalty points and further costs when his car was impounded. What happened Mr T says in No... (4 pages)View decision -
Decision Reference DRN-3720768
8 Nov 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3720768 The complaint Mrs S has complained that Shawbrook Bank Limited rejected her claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mrs S bought solar panels for her home in 2017. The purchase was funded by a loan from Shawbrook, and that business is th... (5 pages)View decision -
Decision Reference DRN-3795520
8 Nov 2022 Gain Capital UK Limited UpheldInvestmentsDRN-3795520 The complaint Mr C complains about the US Crude Oil positions in his Contracts for Difference account held with Gain Capital UK Limited. He says when the market went into negative pricing, they closed his positions and unfairly adjusted his account causing him significant losse... (4 pages)View decision -
Decision Reference DRN-3791052
8 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3791052 The complaint Mrs C and Mr C complain about their insurer, Aviva Insurance Limited (Aviva). Their complaint relates to the rejection of a claim under their home insurance policy for damage to a wall at their property. Reference to Aviva includes their agents who administer the ... (6 pages)View decision -
Decision Reference DRN-3697525
8 Nov 2022 ClearBank Limited UpheldBanking and PaymentsDRN-3697525 The complaint and what happened Mr W complains ClearBank Limited (a Tide account) won’t reimburse money he lost as a result of a scam. He is being represented in his complaint. The full details of this complaint are well known to both parties, so I won’t repeat them here. Inste... (2 pages)View decision -
Decision Reference DRN-3758902
8 Nov 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3758902 The complaint Miss I complains that Volkswagen Financial Services (UK) Limited (VWFS) irresponsibly provided her a hire purchase agreement which wasn’t affordable. What happened In February 2016, Miss I acquired a new car financed by a hire purchase agreement from VWFS. An adva... (4 pages)View decision -
Decision Reference DRN-3537507
8 Nov 2022 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-3537507 The complaint Mr M complains that Home Retail Group Card Services Limited trading as Argos Card (“HRG”) acted irresponsibly when they agreed to provide him with a credit card and later increased his credit limit. What happened In or around September 2015, Mr M submitted an onli... (4 pages)View decision -
Decision Reference DRN-3678873
8 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3678873 The complaint T is unhappy that Monzo Bank Ltd won’t refund transactions it didn’t make. T’s sole director at the relevant time was Mr I, who I’ve referred to throughout the decision. What happened T received an email from someone purporting to be its website builder and host –... (2 pages)View decision
