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-3499661
27 May 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3499661 The complaint Miss O complains that AA Underwriting Insurance Company Limited were unfair in rejecting her household property insurance claim. What happened Miss O says she noticed a damp problem at her property in around June 2021. She contacted several damp specialists over t... (5 pages)View decision -
Decision Reference DRN-3468484
27 May 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3468484 The complaint Mr and Mrs C complain Liverpool Victoria Insurance Company Limited (‘LV’) voided their home insurance policy and refused to pay the claim they made. What happened I issued a provisional decision on this complaint on 22 April 2022 detailing my intention to uphold M... (8 pages)View decision -
Decision Reference DRN-3502235
27 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3502235 The complaint Ms W is unhappy that NewDay Ltd, trading as Aqua, provided her with new and further credit which she feels wasn’t affordable for her at those times. What happened In March 2017, Ms W applied for a NewDay administered credit account. Her application was approved, a... (5 pages)View decision -
Decision Reference DRN-3474738
27 May 2022 Morses Club PLC UpheldConsumer CreditDRN-3474738 The complaint Miss M, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. As a result, she was provided with lending that wasn’t affordable. What happened Miss M was advanced 8 home co... (7 pages)View decision -
Decision Reference DRN-3076301
27 May 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3076301 The complaint Mr G complains that Loans 2 Go Limited failed to carry out reasonable and proportionate checks when offering him a loan. What happened In November 2018 Mr G applied for a £750.00 loan with Loans 2 Go. The loan was to be repaid over a period of 18 months with a mon... (3 pages)View decision -
Decision Reference DRN-3237571
27 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3237571 The complaint Mr P complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened Mr P received a call from someone claiming to be from HSBC. The caller asked Mr P if he recognised a transaction that had been attempted on his acco... (4 pages)View decision -
Decision Reference DRN-3502210
27 May 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3502210 The complaint Mr L complains that National Westminster Bank Plc (NatWest) withdrew money from the wrong account, which led to him entering an unauthorised overdraft. What happened Mr L visited a branch of NatWest to make a withdrawal from his savings account, but the cashier ma... (3 pages)View decision -
Decision Reference DRN-3323506
27 May 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3323506 The complaint Mr G complains that Lloyds Bank PLC blocked his account and made him come into branch before the block was removed. He’s also unhappy with the way he was treated when he was in branch. What happened Mr G tried to make a payment of £4,000 to pay for some building w... (3 pages)View decision -
Decision Reference DRN-3371590
27 May 2022 Trinity Lane Insurance Company Limited UpheldInsuranceDRN-3371590 The complaint Mr B complains about how Trinity Lane Insurance Company Limited dealt with a claim on his car insurance policy. What happened Mr B was involved in a car accident, so he called his broker to report the claim. Mr B was initially referred to an accident management co... (3 pages)View decision -
Decision Reference DRN-3502107
27 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3502107 The complaint Mr W complains NewDay Ltd trading as Aqua have irresponsibly lent to him. What happened Mr W was accepted for a NewDay branded credit card in October 2014, with a £900 credit limit. The credit limit was later increased to; £1,900 in February 2015 £2,500 in July ... (5 pages)View decision
