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 121479 results
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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 -
Decision Reference DRN-3731148
8 Nov 2022 Foundation for Credit Counselling UpheldConsumer CreditDRN-3731148 The complaint Miss S complains that Foundation for Credit Counselling trading as Stepchange made mistakes when setting up a Debt Relief Order (DRO). What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In 201... (4 pages)View decision -
Decision Reference DRN-3694369
8 Nov 2022 National Westminster Bank Plc UpheldMortgagesDRN-3694369 The complaint Mr A complains that National Westminster Bank Plc wrote to him about an old debt on his credit file, and he complains about how NatWest then dealt with his complaint. What happened Mr A told us that he had a joint mortgage with a former partner. They then separate... (3 pages)View decision -
Decision Reference DRN-3666470
8 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3666470 The complaint Mrs M complains that NewDay Ltd (“NewDay”) irresponsibly granted her three credit accounts that she couldn’t afford to repay. What happened Mrs M entered into agreements with NewDay to have access to credit with three separate credit card accounts. The first, a Ma... (4 pages)View decision -
Decision Reference DRN-3795149
8 Nov 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3795149 The complaint A company, which I’ll refer to as Z, complains about various problems following TSB Bank Plc’s April 2018 IT changes. Z is represented in this complaint by its solicitor. What happened Z’s representatives told us: At the beginning of April 2018, it banked with TS... (3 pages)View decision -
Decision Reference DRN-3744502
8 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3744502 The complaint Mrs K complains that British Gas Insurance Limited (BG) provided poor service when she claimed under her HomeCare policy for a bathroom leak and allowed more damage to occur. What happened Mrs K held a home emergency insurance policy with BG. On 8 August 2020 she ... (2 pages)View decision
