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 120614 results
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Decision Reference DRN-3709461
23 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3709461 The complaint Mr W, a director of C, a limited company, has complained about C’s motor insurer Aviva Insurance Limited. Aviva has refused to pay a claim made in respect of an accident which involved one of C’s vehicles. What happened There was an accident in 2017 which Mr W bel... (2 pages)View decision -
Decision Reference DRN-3717893
23 Sep 2022 UCB Home Loans Corporation Ltd UpheldMortgagesDRN-3717893 The complaint Mr A complains about the service he has received from his mortgage lender, UCB Home Loans Corporation Ltd. What happened Mr A made several phone calls to UCB in January 2022. He complains about UCB’s treatment of him on those calls, including that its staff gave h... (2 pages)View decision -
Decision Reference DRN-3645798
23 Sep 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3645798 The complaint Mr W complains about the amount that he’s been charged by Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, for damage to a car that he returned when he ended his hire purchase agreement. What happened I issued a provisional decision o... (4 pages)View decision -
Decision Reference DRN-3616135
23 Sep 2022 MBNA Limited UpheldBanking and PaymentsDRN-3616135 The complaint Mr K complains that MBNA Limited won’t refund to him the money that he paid for some kitchen units. What happened Mr K bought kitchen units with a total cost of £5,519.02 from a supplier. He paid £4,666.02 to the supplier using his MBNA credit card in February 20... (4 pages)View decision -
Decision Reference DRN-3680959
23 Sep 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3680959 The complaint Miss N complains Metro Bank PLC (“Metro”) didn’t reimburse the money she lost when she was the victim of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, Miss N was the victim of a sc... (4 pages)View decision -
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
