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-5028271
2 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5028271 The complaint Mr A and Ms K complain that a branch of Barclays Bank UK PLC (Barclays) won’t provide CCTV footage in support of a criminal investigation. What happened What Mr A and Ms K say: Mr A was interested in buying a high value, classic watch, and he agreed a price wit... (3 pages)View decision -
Decision Reference DRN-4653560
2 Oct 2024 Shop Direct Financial Services Limited Not upheldConsumer CreditDRN-4653560 The complaint Mr M complains Shop Direct Financial Services Limited has not met its obligations in regard to a transaction made on credit to purchase an oven. What happened In July 2023 Mr M used his running credit account with Shop Direct Financial Services L... (3 pages)View decision -
Decision Reference DRN-5058029
2 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5058029 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-5058153
2 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5058153 The complaint Mr S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (6 pages)View decision -
Decision Reference DRN-4958834
2 Oct 2024 Zurich Assurance Ltd UpheldInsuranceDRN-4958834 The complaint Mr K and Mrs O are unhappy with the way Zurich Assurance Limited handled a claim Mrs O made on their life and critical illness policy (‘the policy’) including not paying the claim in full. What happened The details of this complaint are well known to both part... (4 pages)View decision -
Decision Reference DRN-5031471
2 Oct 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5031471 The complaint Mr U complains that West Bay Insurance Plc has unfairly turned down his pet insurance claim on the basis that it is a pre-existing condition. My references to West Bay include its agents. What happened In October 2022 Mr U took out a pet insurance policy to cov... (3 pages)View decision -
Decision Reference DRN-3935681
2 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3935681 The complaint Mr D has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (5 pages)View decision -
Decision Reference DRN-4999147
2 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4999147 The complaint Mrs K complains that Wise Payments Limited (“Wise”) hasn’t protected her from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs K has expla... (3 pages)View decision -
Decision Reference DRN-4998774
2 Oct 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4998774 The complaint Mr H complains about the settlement that Advantage Insurance Company Limited offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr H’s car was damaged in a storm, and he made a claim on his policy. Adv... (4 pages)View decision -
Decision Reference DRN-4702033
2 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-4702033 The complaint Mr and Mrs G own a flat. They’ve complained about U K Insurance Limited (UKI) which provides property insurance for the block of flats. They think it delayed a claim for their flat, causing them upset and financial loss. The freeholder of the building is the U... (3 pages)View decision
