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 128312 results
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Decision Reference DRN-4239924
12 Jul 2023 UIA (Insurance) Limited UpheldInsuranceDRN-4239924 The complaint Mr A and Ms P complain that UIA (Insurance) Limited handled a claim on his home emergency insurance poorly. Both Mr A and Ms P are named policyholders on their UIA policy, so any claim or complaint is brought by them both. But for simplicity, and because most of t... (3 pages)View decision -
Decision Reference DRN-4158389
12 Jul 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4158389 The complaint C, a limited company, complains that ClearBank Limited won’t refund the money it lost to a scam from its Tide-branded business bank account. C’s director, Mr L, brings the complaint on C’s behalf. What happened The circumstances that led to this complaint are well... (3 pages)View decision -
Decision Reference DRN-4130883
12 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4130883 The complaint Miss W complains about Advantage Insurance Company Limited’s (Advantage) handling of a claim following an accident, under her motor insurance policy. What happened Miss W was involved in an accident whilst driving. Advantage dealt with her claim and arranged for t... (4 pages)View decision -
Decision Reference DRN-4206844
12 Jul 2023 Equifax Limited UpheldConsumer CreditDRN-4206844 The complaint Mr T has complained about the way Equifax Limited handled a dispute. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Mr T told Equifax that two loan applications in his name were fraudulent. Equifax raised disputes with... (3 pages)View decision -
Decision Reference DRN-4241188
12 Jul 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-4241188 The complaint Mr and Mrs C complain about the way Acromas Insurance Company Limited handled a claim under their roadside assistance policy. Although this complaint has been brought by Mr and Mrs C, for ease, I’ve referred to Mr C throughout my decision. What happened The circum... (3 pages)View decision -
Decision Reference DRN-4241113
12 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4241113 The complaint Mr L complains about a claim he made to Nationwide Building Society in respect of a booking he made using his credit card. What happened Mr L booked flights in May 2021 for a friend through a travel agent (‘the agent’) using his credit card for flights with a part... (6 pages)View decision -
Decision Reference DRN-4033880
12 Jul 2023 Morses Club PLC UpheldConsumer CreditDRN-4033880 The complaint Ms P, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Ms P was advanced five home collected loans – likely more than that - and I’ve included some of th... (6 pages)View decision -
Decision Reference DRN-4241869
12 Jul 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4241869 The complaint Mr J complains about the way Skyfire Insurance Company Limited has handled a claim under his motor insurance policy. Where I refer to Skyfire, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened In January ... (3 pages)View decision -
Decision Reference DRN-4241779
12 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4241779 The complaint Mr and Mrs M complained about the total time their escape of water claim took to be settled. They thought the repairs were done to a poor standard under their home insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). They were unhappy about th... (4 pages)View decision -
Decision Reference DRN-4222771
12 Jul 2023 Morses Club PLC UpheldConsumer CreditDRN-4222771 The complaint Mrs J complains through a representative that Morses Club PLC (Morses) gave her loans without carrying proportionate affordability checks. What happened Mrs J took 10 loans from Morses and I’ve outlined a summary of her borrowing below. loan number loan amount agr... (5 pages)View decision