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 118878 results
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Decision Reference DRN-3462475
6 May 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3462475 The complaint Mr G complains that Barclays Bank UK PLC changed its records to show an incorrect phone number and changed it to the correct one without his agreement. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. T... (2 pages)View decision -
Decision Reference DRN-3456200
6 May 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3456200 The complaint Mr B complains that Moneybarn No. 1 Limited treated him unfairly when he was late making payments due under a car finance agreement and requested a payment holiday. What happened Mr B took out a conditional sale agreement (CSA) for a used car in 19 June 2019. He a... (5 pages)View decision -
Decision Reference DRN-3342765
6 May 2022 U K Insurance Limited UpheldInsuranceDRN-3342765 The complaint Mr K complains that U K Insurance Limited (‘UKI’) provided poor service after he made a claim on his motor insurance policy. Mr K is represented by Mr K2. What happened Mr K2 told us that a claim Mr K made in 2019 (after an accident which he believes wasn’t his fa... (3 pages)View decision -
Decision Reference DRN-3466192
6 May 2022 Aviva Insurance Limited UpheldInsuranceDRN-3466192 The complaint Mr F is unhappy about the settlement and handling of an equipment claim by Aviva Insurance Limited under his commercial business equipment policy. Mr F is acting on behalf of his company “F”, I will refer to Mr F throughout this decision. What happened Mr F contac... (4 pages)View decision -
Decision Reference DRN-3164993
6 May 2022 Marshmallow Financial Services Ltd UpheldInsuranceDRN-3164993 The complaint Mr S complains that Marshmallow Financial Services Ltd trading as Marshmallow unfairly cancelled his car insurance policy. What happened Mr S bought car insurance online from Marshmallow on 19 June 2021. When he received the policy documents in the post, he contac... (2 pages)View decision -
Decision Reference DRN-3448152
6 May 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3448152 The complaint Mr M (through a representative) has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t complete proper affordability checks before approving his Safety Net facility. What happened Mr M approached SNC for a SafetyNet facility in Sept... (4 pages)View decision -
Decision Reference DRN-3414482
6 May 2022 Ageas Insurance Limited UpheldInsuranceDRN-3414482 The complaint Miss V complains Ageas Insurance Limited offered her an unfair settlement amount under her motor insurance policy when her car was written off. She says it should honour the offer it made originally and she accepted. What happened Miss V has a motor insurance poli... (4 pages)View decision -
Decision Reference DRN-3466239
6 May 2022 Allianz Global Corporate & Specialty SE UpheldInsuranceDRN-3466239 The complaint Mr T has complained about Allianz Global Corporate & Specialty SE’s (Allianz) decision to decline a claim he made on his Housing Warranty Insurance Policy. What happened I issued a provisional decision on this complaint in April 2022, explaining that I was int... (10 pages)View decision -
Decision Reference DRN-3432315
6 May 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3432315 The complaint Mrs S and Mr S complain about AA Underwriting Insurance Company Limited’s handling of a claim under their home insurance policy. What happened Mrs S and Mr S have a home insurance policy underwritten by AA Underwriting Insurance Company Limited (AA). This covers d... (4 pages)View decision -
Decision Reference DRN-3409608
6 May 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3409608 The complaint Mr G complains that HSBC UK Bank Plc misled him about whether a product fee was refundable. As a result he missed out on the preferential interest product he wanted. He asks for compensation and that HSBC improves its communication. What happened Mr G applied to H... (4 pages)View decision
