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 370149 results
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Decision Reference DRN-4978331
22 Aug 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4978331 The complaint Mr C is unhappy with the settlement Evolution Insurance Company Limited (Evolution) offered for his washer dryer under his appliance insurance. What happened After a number of failed repair attempts, Mr C claimed under his appliance policy when his washer dryer... (4 pages)View decision -
Decision Reference DRN-4977784
22 Aug 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4977784 The complaint Mr D complains that Capital One (Europe) plc hasn’t increased the credit limit on his credit card. He believes that he’s being discriminated against because of his previous credit history with Capital One. What happened Mr D holds a credit card account with Cap... (3 pages)View decision -
Decision Reference DRN-4905419
22 Aug 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4905419 The complaint Miss S complains that Starling Bank Limited (‘Starling’) should pay her more compensation, after admitting it provided poor service when she wanted to use its disputed payment process. What happened Miss S contacted Starling’s chat function to ask for help whe... (4 pages)View decision -
Decision Reference DRN-4949458
22 Aug 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4949458 The complaint Mrs W complains that Vanquis Bank Limited was irresponsible to lend to her. What happened Mrs W was approved for a credit card with Vanquis in April 2014. This was followed by three credit limit increases as follows: Date Credit Limit Initial Limit 8 Apr 201... (3 pages)View decision -
Decision Reference DRN-4962397
22 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4962397 The complaint Miss K says Bank of Scotland plc, trading as Halifax, treated her unfairly in relation to her credit card account. What happened Briefly, Miss K’s account was in arrears. She made payments to the account in July and August 2023. Despite this, two of the three c... (3 pages)View decision -
Decision Reference DRN-4955871
22 Aug 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4955871 The complaint Mr P complains that Legal and General Assurance Society Limited (L&G) have declined a claim on his life assurance policy. Throughout the claim and complaint process, Mr P has had a representative helping him. In this decision, any reference to Mr P includes... (5 pages)View decision -
Decision Reference DRN-4909127
22 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4909127 The complaint Miss D has complained that Monzo Bank Ltd (‘Monzo’) acted irresponsibly when it provided her with an overdraft and then went on to increase the overdraft limits. She says the overdraft was unaffordable and has asked for all interest and charges incurred on the... (4 pages)View decision -
Decision Reference DRN-4753587
22 Aug 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4753587 The complaint Mr C complains Acromas Insurance Company Limited (Acromas) will not take responsibility for damage caused to his car when it was recovered in Europe by an agent arranged through Acromas as part of the service provided under his roadside assistance insurance pol... (3 pages)View decision -
Decision Reference DRN-4960673
22 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4960673 The complaint Mr and Mrs K have complained about the way Aviva Insurance Limited responded to a request for a hard copy of the travel insurance policy linked to their joint bank account. As it is Mrs K leading on the complaint, I will mostly just be referring to her in this... (2 pages)View decision -
Decision Reference DRN-4834632
22 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4834632 The complaint Mr K has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly dealt with a claim under a home emergency policy. What happened Mr K’s wife contacted RSA to send an engineer to deal with a leak from the mixing unit for the underfloor heating... (2 pages)View decision
