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 375868 results
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Decision Reference DRN-5283265
23 Jan 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5283265 The complaint Mr M is unhappy with the service he’s received from National Savings and Investments (“NS&I”) surrounding matured account payment requests he made. Mr M is represented in this complaint by his authorised representative, his mother, whom for clarity of refe... (4 pages)View decision -
Decision Reference DRN-5018169
23 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5018169 The complaint Mr H complains that Capital One (Europe) plc perpetuated unfair relationships with him in relation to three cards it lent him. What happened Capital One provided Mr H with a credit card in September 2011 with a limit of £500 – I’ll refer to this as card one. T... (5 pages)View decision -
Decision Reference DRN-5241166
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5241166 The complaint Mr M complains that Aviva Insurance Limited avoided his motorbike insurance policy (treated it like it never existed). The insurer of Mr M’s policy is Aviva. All reference in my decision to Aviva includes agents acting on its behalf. What happened Mr M took o... (3 pages)View decision -
Decision Reference DRN-5205209
23 Jan 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5205209 The complaint Mr E complains that Zopa Bank Limited didn’t place a hold on his credit card account while he was in discussions with a debt charity regarding a Debt Management Plan. He also says that Zopa weren’t sympathetic towards him. What happened In August 2024, Mr E co... (2 pages)View decision -
Decision Reference DRN-5249702
23 Jan 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5249702 The complaint Mr and Mrs S’ complaint is about an employment claim Mrs S made on their Acromas Insurance Company Limited (‘Acromas’) legal expenses insurance policy, which Acromas declined. Mr and Mrs S say that Mrs S was treated unfairly and want Acromas to cover her claim... (3 pages)View decision -
Decision Reference DRN-5241899
23 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5241899 The complaint Miss G and Miss W have complained about the way Tesco Underwriting Limited handled a claim under their home insurance policy for damage caused by an escape of water. References in this decision to Tesco include its agents. What happened Miss G and Miss W made... (3 pages)View decision -
Decision Reference DRN-5251572
23 Jan 2025 Pennyburn Credit Union Limited Not upheldConsumer CreditDRN-5251572 The complaint Mr S complains that Pennyburn Credit Union Limited (PCUL) didn’t tell him it would carry out a credit search when he applied for a loan. Mr S also complains that PCUL required him to submit a GDPR request in writing rather than accepting it verbally. What happ... (3 pages)View decision -
Decision Reference DRN-5232795
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5232795 The complaint Mrs M has complained that Aviva Insurance Limited failed to show it had correctly applied a staff discount to her home insurance policy. What happened Mrs M bought a home insurance policy with the insurer, Aviva. She asked Aviva to clarify the amount of staff d... (3 pages)View decision -
Decision Reference DRN-5214215
23 Jan 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5214215 The complaint Mr W is unhappy that a car supplied to him under a hire agreement with Lex Autolease Ltd (“LAL”) was of an unsatisfactory quality. Mrs W brought the complaint on behalf of Mr W, so I’ll also refer to her throughout my decision. When I refer to what LAL has sai... (6 pages)View decision -
Decision Reference DRN-5243778
23 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5243778 The complaint Mr B complains about how Clydesdale Bank Plc trading as Virgin Money (Virgin) reported a default to his credit file. What happened Mr B had a credit card from Virgin. In 2016, he fell into financial difficulty and entered a Debt Management Plan (DMP) with Step... (4 pages)View decision
