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-3672795
23 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3672795 The complaint Mr M complains about the way Aviva Insurance Limited has handled a claim for escape of water made under his home insurance policy. What happened Mr M made a claim to Aviva due to a leak at his property. Aviva carried out investigations, but declined the claim, as ... (3 pages)View decision -
Decision Reference DRN-3594491
23 Sep 2022 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-3594491 The complaint and what happened Miss B complains Al Rayan Bank PLC won’t reimburse £6,980 she lost when she fell victim to a police impersonation scam. She was tricked into believing she needed to temporarily make payment to avoid serious criminal proceedings. Our investigator ... (3 pages)View decision -
Decision Reference DRN-3696577
23 Sep 2022 Sabre Insurance Company Limited UpheldInsuranceDRN-3696577 The complaint Mr G complains that Sabre Insurance Company Limited (Sabre) reduced his no claims bonus (NCB) to nil after two of his motorbikes were stolen, under his motor insurance policy. What happened Two of Mr G’s motorbikes were stolen from an underground garage at the sam... (3 pages)View decision -
Decision Reference DRN-3262280
23 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3262280 The complaint Miss S complains about Barclays Bank UK PLC trading as Barclaycard’s (Barclaycard) refusal agree to refund her as she has requested. What happened In December 2020 Miss S purchased a brand-new watch from a luxury brand retailer while she was overseas. Miss S used ... (4 pages)View decision -
Decision Reference DRN-3712324
23 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3712324 The complaint Mr W complains because Aviva Insurance Limited hasn’t paid a claim for permanent disability under his travel insurance policy. What happened Mr W held a travel insurance policy, provided by Aviva. Unfortunately, while on holiday abroad, Mr W had an accident and wa... (5 pages)View decision -
Decision Reference DRN-3699513
23 Sep 2022 Debt Managers (Services) Limited UpheldConsumer CreditDRN-3699513 The complaint Mr L complains about Debt Manages (Services) Limited’s actions when trying to recover a debt he says was fraudulently opened in his name. What happened In December 2019 DMS purchased a debt from another business (M). The debt originally came about by way of an ac... (2 pages)View decision -
Decision Reference DRN-3637096
23 Sep 2022 Society of Lloyd's UpheldInsuranceDRN-3637096 The complaint Mr and Mrs T complain about the decision of Society of Lloyd's to decline part of their business interruption insurance claim made as a result of the COVID-19 pandemic. What happened The following is intended as a brief summary only. I have focussed on the is... (3 pages)View decision -
Decision Reference DRN-3709497
23 Sep 2022 Southern Pacific Mortgage Limited UpheldMortgagesDRN-3709497 The complaint Mr F and Mrs F complained about how a payment arrangement to reduce the arrears on their joint mortgage with Southern Pacific Mortgage Limited (“SPML”) showed on their credit files. Mr F said this had stopped him from buying a new home, and needed to be changed. W... (5 pages)View decision -
Decision Reference DRN-3714011
23 Sep 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3714011 The complaint Mr O complains that he has experienced intermittent but persistent problems with emails from Nationwide Building Society, since 2020. Mr O says that Nationwide has sought to blame these problems on him, but they’re caused by Nationwide, and he wants this fixed. Wh... (7 pages)View decision -
Decision Reference DRN-3716387
23 Sep 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3716387 The complaint Mr G is unhappy with a car he acquired using a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). What happened Mr G acquired a used car in February 2020 funded by a conditional sale agreement provided by Moneybarn. When he got it, the car was ar... (6 pages)View decision
