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 125299 results
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Decision Reference DRN-3764929
1 Nov 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3764929 The complaint Mr T complains about the way that Bank of Scotland plc, trading as Halifax, has dealt with his credit card account after he disputed three payments. What happened I issued a provisional decision on this complaint in October 2022 in which I described what had happe... (4 pages)View decision -
Decision Reference DRN-3709368
1 Nov 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3709368 The complaint Mr M has complained about the support he received from Oodle Financial Services Limited (Oodle) when he was in financial hardship. When I refer to what Mr M has said, and Oodle have said, it should also be taken to include things said on their behalf. What happene... (4 pages)View decision -
Decision Reference DRN-3779299
1 Nov 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3779299 The complaint Mr P has complained about the service provided by Domestic & General Insurance Plc (‘D&G’) under his domestic appliance insurance policy. What happened In January 2022, Mr P informed D&G that two ring controls on his hob weren’t working properly and th... (3 pages)View decision -
Decision Reference DRN-3752452
1 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3752452 The complaint Mr F, who was a sole trader, is unhappy with the service he received from Barclays Bank UK PLC surrounding their failure to set up a direct debit. What happened Mr F took out a Bounce Back Loan (“BBL”) with Barclays to assist with his business’s finances during th... (3 pages)View decision -
Decision Reference DRN-3767439
1 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3767439 The complaint Ms M complains about how Aviva Insurance Limited (Aviva) handled a claim under her home insurance policy, for damage from a flood at her property. References to Aviva include their agents who provide services and deal with claims under the policy. This decision co... (3 pages)View decision -
Decision Reference DRN-3782536
1 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3782536 The complaint Ms P complains that after she made a claim on her motor insurance policy, Royal & Sun Alliance Insurance Limited (‘RSA’) didn’t ensure her car was repaired in a reasonable time and that the communication about the repairs was poor. What happened Ms P’s car was... (4 pages)View decision -
Decision Reference DRN-3780707
1 Nov 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3780707 The complaint Mrs C’s complained that Mitsubishi HC Capital UK Plc, trading as Hitachi Personal Finance (“Hitachi”) indirectly discriminated against her on the basis of her disability when they declined her application for a loan. What happened Mrs C wanted to buy a watch. Ther... (3 pages)View decision -
Decision Reference DRN-3782755
1 Nov 2022 Covea Insurance plc UpheldInsuranceDRN-3782755 The complaint Although the complaint is brought in the name of a business “P” I’ll be referring only to the parties directly involved - Mr S and Ms S. Mr S and Ms S complained about Covea Insurance plc’s slow progression of a subsidence claim at their ground floor flat they usu... (5 pages)View decision -
Decision Reference DRN-3733785
1 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3733785 The complaint Miss G has complained that NewDay Ltd trading as Aqua irresponsibly lent to her. She says she was provided with credit that she couldn’t afford, and she lost out as a result. What happened Miss G opened a credit card account with NewDay in August 2015. Her credit ... (4 pages)View decision -
Decision Reference DRN-3608420
1 Nov 2022 esure Insurance Limited UpheldInsuranceDRN-3608420 The complaint Mr and Mrs S have complained about the way esure Insurance Limited (esure) dealt with a claim they made on their home insurance policy. All references to esure include its agents. What happened Around the middle of February 2022 Mr and Mrs S made a claim under th... (5 pages)View decision
