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 119142 results
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Decision Reference DRN-3197218
7 Jul 2022 UK Credit Limited UpheldConsumer CreditDRN-3197218 The complaint Miss H complains that the loan she had from UK Credit Limited was unaffordable to her. What happened Miss H took out a guarantor loan with UK Credit on 25 January 2019. She borrowed £2,500 and was due to repay £127.03 monthly for 36 months. Miss H paid one monthly... (4 pages)View decision -
Decision Reference DRN-3299485
7 Jul 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3299485 The complaint Mrs B complains that Sainsbury's Bank Plc didn’t do enough to protect her from losing £4,999 to an investment scam. What happened The detailed background to this complaint is well known to both parties, so I’ll only provide a brief overview of some of the key... (4 pages)View decision -
Decision Reference DRN-3494905
7 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3494905 The complaint Ms T complains that Barclays Bank UK PLC has refused to refund her for transactions she says she didn’t make. What happened On 27 January 2020 a payment was made from Ms T’s account to a company that I’ll call A. Over the following 18 months, a further 53 payments... (3 pages)View decision -
Decision Reference DRN-3564344
7 Jul 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3564344 The complaint Mr and Mrs S have complained about the poor service they received from AA Underwriting Insurance Company Limited (AAUICL) when they made a claim for an escape of water under their home insurance policy. As Mr S is the lead complainant for ease I’ll refer to him on... (3 pages)View decision -
Decision Reference DRN-3253430
7 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3253430 The complaint Mr and Mrs F have complained about the way their travel insurer, Union Reiseversicherung AG (URV), dealt with a claim they made on their policy. All references to URV include its agents. What happened Mr and Mrs F were away on holiday in late 2018 when Mr F injure... (6 pages)View decision -
Decision Reference DRN-3584067
7 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3584067 The complaint Mr A complains that Royal & Sun Alliance Insurance Limited (RSA) have unfairly settled his claim on his buildings insurance policy following an escape of water. He wants the claim settled and compensation for the inconvenience. What happened In early 2018 Mr A... (10 pages)View decision -
Decision Reference DRN-3583982
7 Jul 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3583982 The complaint Mr and Mrs K complain that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they says were misrepresented to them by the supplier. Mr and Mrs K i... (8 pages)View decision -
Decision Reference DRN-3583349
7 Jul 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3583349 The complaint Ms S complains that Bank of Scotland plc, trading as Halifax, were wrong to report a missed payment to her credit file. What happened I issued my provisional decision on this complaint in June 2022. An extract from that provisional decision is set out below. What ... (2 pages)View decision -
Decision Reference DRN-3581254
7 Jul 2022 Phoenix Life Limited UpheldInsuranceDRN-3581254 The complaint Mr O is unhappy about the way Phoenix Life Limited (‘Phoenix’) calculated the benefit under his permanent health insurance policy. What happened Many years ago, Mr O took a permanent health insurance policy (‘the policy’) which would provide a weekly benefit in th... (9 pages)View decision -
Decision Reference DRN-3583625
7 Jul 2022 Calpe Insurance Company Limited UpheldInsuranceDRN-3583625 The complaint Mr S complains Calpe Insurance Company Limited declined his motor insurance claim. What happened Mr S had a car insurance policy with Calpe, and he made a claim when his car was stolen. Calpe said a third party reported that the car had been involved in an acciden... (4 pages)View decision
