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 360982 results
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Decision Reference DRN-4605080
3 Oct 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4605080 The complaint Mr N and Mrs N complain about Haven Insurance Company Limited (“HIC”) and the service provided to them after they made a claim on their home insurance policy. Mrs N has acted as the main representative during the claim and complaint process. So, for ease of ref... (5 pages)View decision -
Decision Reference DRN-5030264
3 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5030264 The complaint Mr C complains that Shawbrook Bank Limited (Shawbrook) have been unreasonable when not accepting his offer of repayment, when applying defaults to his accounts and when sending his accounts to a debt collection agency. What happened The details of this complain... (2 pages)View decision -
Decision Reference DRN-5004350
3 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5004350 The complaint Ms H says she closed her account with Monzo Bank Ltd (“Monzo”) in September 2023. But Ms H says that she discovered an account was opened in her name April 2024, without her consent or knowledge. What happened On 21 May 2024, Ms H contacted Monzo as she noticed... (3 pages)View decision -
Decision Reference DRN-5057874
3 Oct 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5057874 Complaint Mr M has complained about the quality of a car that Toyota Financial Services (UK) PLC (“Toyota”) supplied to him through a hire-purchase agreement. Background In February 2023, Toyota provided Mr M with finance for a used car. The car was approaching four years o... (7 pages)View decision -
Decision Reference DRN-5055460
3 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5055460 The complaint Miss N complains National Westminster Bank Plc are treating her unfairly as she cannot open an account with them due to a marker they placed on her customer profile. She considers their actions amount to discrimination. What happened The details of this complai... (2 pages)View decision -
Decision Reference DRN-5035349
3 Oct 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-5035349 The complaint S, a limited company, complains about Chaucer Insurance Company Designated Activity Company’s (Chaucer’s) decision to void a marine liability policy shortly after a claim was made. Any references to Chaucer include its agents. S’ complaint has been brought by ... (3 pages)View decision -
Decision Reference DRN-4791999
3 Oct 2024 Sky UK Limited UpheldConsumer CreditDRN-4791999 The complaint Mr B has complained that Sky UK Limited is holding him liable for a fixed sum loan agreement he used to buy a phone he says wasn’t delivered. What happened On 30 August 2023 Mr B entered into a fixed sum loan agreement with Sky to pay for a phone. The phone co... (3 pages)View decision -
Decision Reference DRN-5058815
3 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5058815 The complaint Miss R complains that Revolut Ltd won’t refund the money she lost when he was the victim of a scam. What happened In August 2023, Miss R received a phone call from someone who said they worked for a major UK bank and that she had been the victim of identity th... (4 pages)View decision -
Decision Reference DRN-5056339
3 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5056339 The complaint C, a company, complain about Aviva Insurance Limited’s settlement of a claim they made under their property owner’s insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. C is r... (6 pages)View decision -
Decision Reference DRN-5058787
3 Oct 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5058787 The complaint Mr W complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr W was approved for two Capital One credit cards which were opened in November 2008 (‘card A’) and November 2012 (‘card B’) respectively, both with an initial limit of £500... (8 pages)View decision
