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 121262 results
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Decision Reference DRN-3782306
3 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3782306 The complaint Ms W, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. Ms W says these loans weren’t affordable for her. What happened Morses provided details granted to Ms W in Febru... (7 pages)View decision -
Decision Reference DRN-3782200
3 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3782200 The complaint Ms O, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Morses, initially said it had only advanced three home collected loans between December 2020 and J... (7 pages)View decision -
Decision Reference DRN-3780852
3 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3780852 The complaint Mr E has complained about AXA Insurance UK Plc. He isn’t happy about the way it dealt with a claim under the legal expenses part of his insurance policy after he was involved in a car accident. He was unhappy with the level of service provided and that he wasn’t g... (2 pages)View decision -
Decision Reference DRN-3359607
2 Nov 2022 Scottish Widows Schroder Personal Wealth Limited UpheldInvestmentsDRN-3359607 The complaint Mr J has complained about the delays he’s experienced in trying to arrange for his ISA account to be transferred away from Scottish Widows Schroder Personal Wealth Limited (Schroder). He is also unhappy that he’s had to send a great deal of correspondence to remed... (3 pages)View decision -
Decision Reference DRN-3442766
2 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3442766 The complaint Mr A is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £3,600 which he lost as the result of a scam. What happened The details of the complaint are well known to both parties, so I won’t go into every detail of what happened here. But in summary, both... (5 pages)View decision -
Decision Reference DRN-3786177
2 Nov 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3786177 The complaint Mr B has complained that AA Underwriting Insurance Company Limited (AA) unfairly declined a claim for storm damage under his home insurance policy. What happened Mr B contacted AA to report the roof to the outbuilding on his property had been damaged in a storm. A... (3 pages)View decision -
Decision Reference DRN-3786027
2 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3786027 The complaint Mr H and Mrs P complain that Axa Insurance UK Plc (Axa) have proportionally settled their claim under their home insurance policy following a fire at their property. For ease of reference I’ve referred to Mr H throughout as he is authorised to deal with this compl... (4 pages)View decision -
Decision Reference DRN-3685372
2 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3685372 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) froze his bank account. What happened Mr M had an account with Barclays. In November 2018, Barclays froze Mr M’s account. It said it did this after it received a freezing order from a court. In September 2021, Mr... (3 pages)View decision -
Decision Reference DRN-3634370
2 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3634370 The complaint Ms B complains Aviva Insurance Limited automatically renewed her motor insurance policy even though she had opted out of automatic renewals in its online application. What happened The details of this complaint are well known to both parties, so I won’t repeat the... (3 pages)View decision -
Decision Reference DRN-3745276
2 Nov 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3745276 The complaint Mr A and Mr R complain that Shawbrook Bank Limited declined their claim under section 75 of the Consumer Credit Act 1974 (“the Act”) relating to their purchase of solar panels. Mr A and Mr R are represented in this case by a claims management company (“the CMC”). ... (4 pages)View decision
