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 128535 results
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Decision Reference DRN-3966113
3 Apr 2023 Covea Insurance plc UpheldInsuranceDRN-3966113 The complaint Mr H is a sole trader, trading as D. He’s unhappy with what Covea Insurance plc did after he made a claim on his Tradesman and Contractor Insurance policy. What happened In 2012 Mr H entered into a construction contract to build two properties. In February 2016 he... (3 pages)View decision -
Decision Reference DRN-4033389
3 Apr 2023 Zurich Insurance PLC UpheldInsuranceDRN-4033389 The complaint Mrs M and Mr M complain about the level of service received from Zurich Insurance PLC following a claim against their property insurance policy. What happened The background to the complaint is well-known to all parties so I won’t repeat it here. In my decision I’... (3 pages)View decision -
Decision Reference DRN-3967968
3 Apr 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3967968 The complaint Mr S complains about the problems he had with the supply and fitting of a kitchen he financed with Ikano Bank AB (Publ). His complaint is brought against Ikano under section 75 of the Consumer Credit Act 1974 (CCA). Mr S’ wife brings the compl... (6 pages)View decision -
Decision Reference DRN-4062517
3 Apr 2023 Equifax Limited UpheldConsumer CreditDRN-4062517 The complaint Mr L complains that Equifax Limited can’t record his full surname on his credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Last year, Mr L contacted Equifax after he moved home. ... (3 pages)View decision -
Decision Reference DRN-3927094
3 Apr 2023 American International Group UK Limited UpheldInsuranceDRN-3927094 The complaint Mr H complains that American International Group UK Limited (AIG) caused him distress and inconvenience by not communicating with him in the way he needed. What happened Mr H made a claim through the insurance policy he holds with AIG. On a couple of occasions he ... (2 pages)View decision -
Decision Reference DRN-4062321
3 Apr 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4062321 The complaint Mr N complains about the quality of a car he has been financing through an agreement with Marsh Finance Ltd (who I’ll call “Marsh”). What happened I issued my provisional decision on this complaint last month. An extract from that provisional decision is set out b... (3 pages)View decision -
Decision Reference DRN-3963621
3 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3963621 The complaint Ms P is unhappy as Monzo Bank Ltd have declined to reimburse her for transactions she made as a result of a third-party scam. What happened The circumstances to this complaint are well known to both parties, but briefly: Ms P came across a cryptocurrency trader - ... (5 pages)View decision -
Decision Reference DRN-4053556
3 Apr 2023 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4053556 The complaint Miss K says Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly lent to her. What happened Miss K took out a loan from Tesco Bank on 28 April 2017. It was for £29,000 over 94 months. The monthly payments were £523.62 and the total repayable was £49,22... (3 pages)View decision -
Decision Reference DRN-4062173
3 Apr 2023 Covea Insurance plc UpheldInsuranceDRN-4062173 The complaint Mr and Mrs H complain that Covea Insurance plc unfairly voided their home insurance policy. What happened In October 2022, Mr and Mrs H made a claim under their home insurance policy for a sewage leak. Covea arranged an inspection of the property to assess the dam... (3 pages)View decision -
Decision Reference DRN-3916478
3 Apr 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3916478 The complaint Mrs M complains about her home insurer, AXA Insurance UK Plc’s delays, lack of communication and failure to carry out adequate repairs following her claim. What happened Mrs M made a claim to AXA for damage to her home caused by escapes of water in September 2019 ... (3 pages)View decision