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 363152 results
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Decision Reference DRN-5067403
8 Oct 2024 Yonder Technology Ltd UpheldBanking and PaymentsDRN-5067403 The complaint Mr G complains about the time it took Yonder Technology Ltd to action his request to downgrade his credit card account. He’s also unhappy with the level of service they provided. What happened The details of this complaint are well-known to both parties, so I w... (3 pages)View decision -
Decision Reference DRN-5068378
8 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5068378 The complaint Mr B complains about esure Insurance Limited’s handling of a motor insurance claim. What happened Mr B held a motor insurance policy with esure. His car was damaged in a flood and he made a claim. esure agreed the claim was covered, and said Mr B’s car was a wr... (3 pages)View decision -
Decision Reference DRN-4970481
8 Oct 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4970481 The complaint Ms S complains about additional damage she said was caused to her vehicle while it was being repaired by an approved repairer for Aviva Insurance Limited (Aviva) following damage to her vehicle in an accident. Any reference to Aviva in this decision includes t... (3 pages)View decision -
Decision Reference DRN-4662686
8 Oct 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4662686 The complaint Miss G complains about the treatment of her by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services following the final payment due from her under a hire purchase agreement became payable. What happened On 21 December 2018 Miss G entere... (4 pages)View decision -
Decision Reference DRN-4956012
8 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956012 The complaint Mr S has complained about Monzo Bank Ltd’s decision to increase the limit on his ‘Flex’ account with Monzo, which provided running account credit for transactions Mr S made on his current account, which was also held with Monzo. Mr S has experienced financial d... (8 pages)View decision -
Decision Reference DRN-5069075
8 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5069075 The complaint Miss M complained that her claim took a long time to progress which caused her to incur additional costs. Miss M was insured by Admiral Insurance (Gibraltar) Limited (“Admiral”) under a motor policy. Miss M had representation during the claim, but for ease and ... (4 pages)View decision -
Decision Reference DRN-5067156
8 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5067156 The complaint Mr K complains about the way a call was handled by HSBC UK Bank Plc after his debit card was blocked. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Earlier this year, Mr K returned to ... (3 pages)View decision -
Decision Reference DRN-5050710
8 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5050710 The complaint Miss G complains that NewDay Ltd terminated her amount at the end of a payment holiday even though she’d made a payment to bring her account back up to date. What happened Miss G holds an account with NewDay. On 8 February 2024 NewDay sent her a letter confirmi... (3 pages)View decision -
Decision Reference DRN-4846330
8 Oct 2024 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-4846330 The complaint Mr S complains that he has suffered financially because of actions taken by Legal and General Assurance Society Limited (Legal and General) in relation to his pension. What happened Mr S held a stakeholder pension with Legal and General which was invested in se... (3 pages)View decision -
Decision Reference DRN-5032020
8 Oct 2024 AIG Life Limited Not upheldInsuranceDRN-5032020 The complaint The estate of Ms L complains that AIG Life Limited didn’t pay the proceeds of terminal illness claims she made on two life insurance policies into a bank account held solely in her name. What happened The background to this complaint is well-known to both parti... (4 pages)View decision
