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 122624 results
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Decision Reference DRN-3724443
12 Oct 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3724443 The complaint Mr J has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t complete enough affordability checks before approving his Safety Net facility. Had it done so; it would’ve realised that Mr J couldn’t afford the repayments. What happened... (5 pages)View decision -
Decision Reference DRN-3701370
11 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3701370 The complaint Mr S is unhappy with the service he received when he called Barclays Bank UK PLC to raise a chargeback dispute. What happened Mr S took his mobile phone for repair. He was unhappy with the repair and asked the merchant for a refund, but this was refused. Mr S cont... (2 pages)View decision -
Decision Reference DRN-3700877
11 Oct 2022 LEASYS UK LTD UpheldConsumer CreditDRN-3700877 The complaint Miss I complains that a car supplied under a agreement with Leasys UK Ltd wasn’t of satisfactory quality. What happened In August 2019 Miss I was supplied with a car and entered into a personal contract hire agreement with Leasys. Miss I was unhappy with the quali... (3 pages)View decision -
Decision Reference DRN-3653595
11 Oct 2022 Skyfire Insurance Company Limited UpheldInsuranceDRN-3653595 The complaint Mr T complained that Skyfire Insurance Company Limited unfairly settled another driver’s claim against his motor insurance policy What happened Mr T was involved in an accident and said that the other driver was to blame. But the other driver said it was Mr T’s fa... (2 pages)View decision -
Decision Reference DRN-3642631
11 Oct 2022 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-3642631 The complaint Mr and Mrs T are unhappy with the way in which The Royal London Mutual Insurance Society Limited trading as Scottish Provident handled their critical illness claim. They say it caused delays and failed to refund premiums paid after the claim should have been settl... (4 pages)View decision -
Decision Reference DRN-3744224
11 Oct 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3744224 The complaint Ms J has complained about Inter Partner Assistance SA (IPA). She isn’t happy about the way it dealt with a claim under her home emergency policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Ms J made ... (2 pages)View decision -
Decision Reference DRN-3429521
11 Oct 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3429521 Complaint Miss V is unhappy that Starling Bank Limited didn’t reimburse her after she fell victim to a scam. Background The background to this case is well known to the parties so I don’t intend to set it out in full. Miss V has an account with Starling. In July 2021, she recei... (4 pages)View decision -
Decision Reference DRN-3721321
11 Oct 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3721321 The complaint Mr B has complained about the market value Tesco Underwriting Limited paid to settle a total loss claim under his car insurance policy. What happened Mr B’s car was involved in an incident and as a result of the damage, Tesco made the decision to settle his claim ... (2 pages)View decision -
Decision Reference DRN-3698616
11 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3698616 The complaint Mr P complains that Royal & Sun Alliance Insurance Limited (RSA) has unfairly declined his claim for rent protection. Any reference to RSA includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so ... (4 pages)View decision -
Decision Reference DRN-3747296
11 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3747296 The complaint Miss W complains that Aviva Insurance Limited took too long to fix her boiler when she made a claim on her home emergency insurance. What happened Miss W had an Aviva home emergency insurance policy. In October 2020, she noticed a problem with her boiler – low boi... (3 pages)View decision
