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 367300 results
-
Decision Reference DRN-5115361
1 Nov 2024 Gain Credit LLC UpheldConsumer CreditDRN-5115361 The complaint Miss B complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans she couldn’t afford to repay, and Lending Stream would’ve realised that had it made better checks. What happened A summary of Miss B’s borrowing can be found in t... (8 pages)View decision -
Decision Reference DRN-5095613
1 Nov 2024 National House-Building Council UpheldInsuranceDRN-5095613 The complaint Ms M is unhappy with the settlement offered by National House-Building Council (NHBC) for a claim she made under her Buildmark policy for damage to her home and building. What happened The subject of this complaint is a development comprised of multiple separa... (6 pages)View decision -
Decision Reference DRN-5030407
1 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5030407 The complaint Mr P has complained about the way U K Insurance Limited trading as Churchill (UKI) settled a claim he made under his car insurance policy. Mr P also complained about the service he received from UKI. What happened In May 2023 Mr P was involved in an incident an... (6 pages)View decision -
Decision Reference DRN-4984384
1 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4984384 The complaint Mr L complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. What happened The background to this scam is well known to both parties, so I won’t repeat it in detail here. But briefly, both parties accept that in around Novembe... (11 pages)View decision -
Decision Reference DRN-4924529
1 Nov 2024 Vanquis Bank Limited UpheldConsumer CreditDRN-4924529 The complaint Mrs P complains that Vanquis Bank Limited (“Vanquis”) failed to provide her with sufficient information about the terms of a loan agreement that she signed in June 2023. And she complains that, more recently, the lender has failed to provide her with a copy of ... (3 pages)View decision -
Decision Reference DRN-5054068
1 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5054068 The complaint Mr V complains about U K Insurance Limited’s handling of a claim under his car insurance policy. What happened U K Insurance Limited (UKI) has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of UKI’s agents a... (3 pages)View decision -
Decision Reference DRN-5103368
1 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5103368 The complaint Mr and Mrs P complain that Aviva Life & Pensions UK Limited hasn’t paid a terminal illness benefit claim they made on a term assurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of ... (4 pages)View decision -
Decision Reference DRN-5095635
1 Nov 2024 National House-Building Council UpheldInsuranceDRN-5095635 The complaint Mr and Mrs B are unhappy with the settlement offered by National House-Building Council (NHBC) for a claim they made under their Buildmark policy for damage to their home and building. What happened The subject of this complaint is a development comprised of m... (6 pages)View decision -
Decision Reference DRN-4888709
1 Nov 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4888709 The complaint Mr P complains that Prepay Technologies Ltd (PPT) won’t refund money he lost in a safe account scam. What happened What Mr P says: Mr P has a business account with PPT. On 23 January 2024, he was asked to authorise a payment of £4,099 which wasn’t made by him. ... (5 pages)View decision -
Decision Reference DRN-5067587
1 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5067587 The complaint Ms P and Ms P complain that Nationwide Building Society did not refund the £98,000 they lost to a scam. What happened Ms P and Ms P found an investment opportunity in the newspaper for a company I’ll call ‘X’. The business model centred around car leasing; inve... (5 pages)View decision
