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 119592 results
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Decision Reference DRN-3172017
1 Mar 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3172017 The complaint Miss H complains about Barclays Bank UK PLC’s handling of a payment holiday regarding her loan account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my de... (3 pages)View decision -
Decision Reference DRN-3262173
1 Mar 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3262173 The complaint Mr S complains that JD Williams & Company Limited (“JD Williams”), provided him with an increased credit limit on a catalogue shopping account that he could not afford. What happened In December 2017 JD Williams approved a catalogue shopping account with an in... (3 pages)View decision -
Decision Reference DRN-3170861
1 Mar 2022 Zurich Insurance PLC UpheldInsuranceDRN-3170861 The complaint Mr C complains about Zurich Insurance PLC’s handling of his Buildings Insurance Claim. All references to Zurich also include its agents. What happened My decision focusses on events relating to issues raised by Mr C regarding work at his property between August 20... (5 pages)View decision -
Decision Reference DRN-3340539
1 Mar 2022 Covea Insurance plc UpheldInsuranceDRN-3340539 The complaint Mrs D and Mr S complain that Covea Insurance plc wrongly declined a claim after their car was stolen. What happened Mrs D has a car insurance policy underwritten by Covea. Mr S is also named in the policy as a driver of the vehicle in question. In June 2021, Mrs D... (4 pages)View decision -
Decision Reference DRN-3339311
1 Mar 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3339311 The complaint Mr P is unhappy with the result of The Prudential Assurance Company Limited’s (Prudential) review of the sale of his annuity in 2008. What happened I set out the background and my provisional findings to this complaint on 17 January 2022, this is set out below and... (7 pages)View decision -
Decision Reference DRN-3343289
1 Mar 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3343289 The complaint Mrs M has complained that Madison CF UK Limited trading as 118 118 Money was irresponsible in lending to her. She’s also unhappy with the way it responded to her request for a payment freeze. What happened In June 2019 118 118 Money provided Mrs M with a loan of £... (4 pages)View decision -
Decision Reference DRN-3333886
1 Mar 2022 Aviva Insurance Limited UpheldInsuranceDRN-3333886 The complaint Mr W’s complaint is about Aviva Insurance Limited’s handling of a subsidence claim made under his home insurance policy. Mr W is also unhappy with Aviva’s proposed method to repair the damage caused. All references to Aviva include its appointed agents. What happe... (11 pages)View decision -
Decision Reference DRN-3322340
1 Mar 2022 Nationwide Building Society UpheldConsumer CreditDRN-3322340 The complaint Ms L complains about the service she received after she asked Nationwide Building Society (“Nationwide”) for support due to the impact of Covid-19. What happened Ms L entered into a loan agreement with Nationwide in 2019 with a term of 60 months. As a result of th... (4 pages)View decision -
Decision Reference DRN-3324134
1 Mar 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3324134 The complaint Mr S complains about his insurer, Fairmead Insurance Limited (Fairmead). His complaint relates to the decline of a claim under his home insurance policy for damage to a wall at his property in bad weather, as well as the time taken to assess the claim. Fairmead us... (4 pages)View decision -
Decision Reference DRN-3219359
1 Mar 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3219359 The complaint Mrs H complains that Metro Bank PLC took money out of her account after she became caught up in a scam. What happened Mrs H was caught up in a money mule scam. She received an email from a company who claimed she was entitled to a PPI refund. In order to receive t... (4 pages)View decision
