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 120469 results
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Decision Reference DRN-3716606
26 Sep 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3716606 The complaint Mr T complains that Shawbrook Bank Limited irresponsibly lent him money that he couldn’t afford to repay. What happened Shawbrook provided Mr T with a loan for £10,000 on 30 July 2018. The period of the loan was 60 months and the monthly repayment was £225.74. The... (4 pages)View decision -
Decision Reference DRN-3397425
26 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3397425 The complaint Mr H complains about how Aviva Insurance Limited handled his claim after his car was damaged in an accident. He’s unhappy about how the solicitors Aviva appointed dealt with his claim and with the level of communication he received from Aviva and the solicitors. W... (5 pages)View decision -
Decision Reference DRN-3719649
26 Sep 2022 HDI Global SE UpheldInsuranceDRN-3719649 The complaint Mr B has complained about his let property insurer HDI Global SE regarding a claim he made to it when his property was damaged by a water leak. What happened There was a leak from the flat above Mr B’s property in June 2020. Mr B reported it straightaway but seemi... (4 pages)View decision -
Decision Reference DRN-3665492
26 Sep 2022 Covea Insurance plc UpheldInsuranceDRN-3665492 The complaint Mr D complains that Covea Insurance plc have declined his claim for damage to his garden fence after some trees fell on it during a storm. What happened Mr D held a buildings insurance policy with Covea. In February 2022 Mr D made a claim under the policy as his ... (3 pages)View decision -
Decision Reference DRN-3667175
26 Sep 2022 National House-Building Council UpheldInsuranceDRN-3667175 The complaint Mr and Mrs T complain about the settlement offered by National House-Building Council (NHBC) under a building warranty claim. What happened Mr and Mrs T’s property had a ten-year building warranty. They notified NHBC of water ingress through their roof at the fron... (3 pages)View decision -
Decision Reference DRN-3629293
26 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3629293 The complaint Ms G complains that Barclays Bank UK PLC closed her bank account and recorded a default with credit reference agencies. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Ms G held a Barclay... (5 pages)View decision -
Decision Reference DRN-3597000
26 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3597000 The complaint Mr G has complained Monzo Bank Ltd won’t refund him for transactions he didn’t make after his debit card was stolen. What happened Whilst Mr G was abroad early in 2022 he had his phone stolen along with cards and his driving license. He reported this to the police... (3 pages)View decision -
Decision Reference DRN-3714509
26 Sep 2022 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3714509 The complaint Mr R complained that Scottish Widows Limited (SW) gave him incorrect information about opting out of his employer’s pension scheme. What happened Mr R said that in early April 2021 he received a welcome pack from SW for his workplace pension. He didn’t want to par... (3 pages)View decision -
Decision Reference DRN-3707554
26 Sep 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3707554 The complaint Miss M is unhappy Great Lakes Insurance SE is pursuing her for amounts it paid out under a rent deposit guarantee policy. All references to Great Lakes include its agents and claims handlers. What happened Great Lakes is the underwriter of a rent deposit guarantee... (3 pages)View decision -
Decision Reference DRN-3693574
26 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3693574 The complaint Mrs K, through her representative, says that Morses Club PLC lent to her when she could not afford to repay the loans. What happened Using information from Mrs K and from Morses, the loan table I have set out below has five loans on it. But Morses provided us with... (5 pages)View decision
