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 120469 results
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Decision Reference DRN-3333797
17 Apr 2022 Aviva Insurance Limited UpheldInsuranceDRN-3333797 The complaint Mr P, represented by Mr C, complains that Aviva Insurance Limited (Aviva) haven’t fairly settled a claim for damage following a water leak in his home under his buildings and contents policy. He wants the claim settled. What happened Mr P was concerned about a pro... (4 pages)View decision -
Decision Reference DRN-3435622
16 Apr 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3435622 The complaint Mr R complains about two loans provided to him by Loans 2 Go Limited trading as “Loans 2 Go”, which he says were unaffordable. What happened Loans 2 Go provided Mr R with two loans. The details of which are given in this table: Number Taken Instalment Amount Insta... (3 pages)View decision -
Decision Reference DRN-3423557
15 Apr 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3423557 The complaint Mrs B has complained that Lloyds Bank Plc mis-sold her a packaged bank account, for which it charged a monthly fee and provided several potential benefits in return, in 2012 and then refused a request she made to switch to a fee-free account in 2013. She made this... (4 pages)View decision -
Decision Reference DRN-3362896
15 Apr 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3362896 The complaint Mr J says when he asked Aviva Life & Pensions UK Limited (Aviva) to tell him what he needed to do to take the benefits from his personal pension, he was shocked to find out about the poor performance of his plan. He asked it to investigate the matter. He was a... (7 pages)View decision -
Decision Reference DRN-3393639
14 Apr 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3393639 The complaint Mr and Mrs R have complained about the way their claim was handled by AA Underwriting Insurance Company Limited (‘AA') under their home insurance policy following a shower leak. There were other parties involved in this complaint on behalf of AA, such as surv... (5 pages)View decision -
Decision Reference DRN-3389800
14 Apr 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3389800 The complaint Mr G is unhappy that Lloyds Bank PLC applied a Cifas marker against his name. What happened Mr G held an account with Lloyds. In August 2020, Lloyds received reports from a third-party bank that four payments were attempted to Mr G’s account which weren’t authoris... (3 pages)View decision -
Decision Reference DRN-3432543
14 Apr 2022 Aviva Insurance Limited UpheldInsuranceDRN-3432543 The complaint Mr I has complained about the way a claim for fire damage has been handled by the insurer Aviva Insurance Limited. Mr I held his contents insurance policy with Aviva. All reference to the insurer Aviva in my decision includes its agents. What happened In 2017 Mr I... (6 pages)View decision -
Decision Reference DRN-3314740
14 Apr 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3314740 The complaint Mrs S complains that Volkswagen Financial Services (UK) Limited (trading as Audi Financial Services) (AFS) treated her unfairly because it won’t acknowledge that she paid for service, maintenance and tyres to be included in a contract hire agreement. What happened... (7 pages)View decision -
Decision Reference DRN-2859468
14 Apr 2022 Bamboo Limited UpheldConsumer CreditDRN-2859468 The complaint Mr A complains Bamboo Limited irresponsibly lent to him. Mr A is represented by a claims management company but for ease of reference I’ll refer to all submissions as if they were made directly by him. What happened Bamboo approved Mr A for a £1,000 loan in March ... (3 pages)View decision -
Decision Reference DRN-3234604
14 Apr 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3234604 The complaint Mrs C is unhappy that PayPal (Europe) Sarl et Cie SCA permanently limited her account and restricted access to funds within it. What happened Mrs C telephoned PayPal and asked whether she could open a PayPal account to run a raffle at work for a charity event. Pay... (2 pages)View decision
