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 371485 results
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Decision Reference DRN-5003444
6 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5003444 The complaint Mr C is unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim made on his home insurance policy. What happened Mr C purchased a home insurance policy which included personal belongings cover for pedal cycles with an individual ... (5 pages)View decision -
Decision Reference DRN-4936497
6 Sep 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4936497 The complaint Miss S complain about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a claim under her home insurance policy for the loss of personal items following a burglary. Lloyds use agents to administer the policy and to assess claims. References to Lloy... (4 pages)View decision -
Decision Reference DRN-4872011
6 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4872011 The complaint Mrs W complains that Nationwide Building Society (“Nationwide”) wrongly deducted income tax from a compensatory interest payment it made to her in relation to a potential higher rate of interest she could’ve earned on an ISA product it had on offer. Mrs W says ... (3 pages)View decision -
Decision Reference DRN-5006870
6 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-5006870 The complaint Mr and Mrs G complain about U K Insurance Limited’s (UKI) handling of a claim made under their home insurance policy. Where I’ve referred to UKI, this includes any actions and communication by agents acting on their behalf. What happened Mr and Mrs G insure t... (5 pages)View decision -
Decision Reference DRN-4975454
6 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4975454 The complaint Mr W complains that National Westminster Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened In May 2023, Mr W received messages through a social media network from someone who said they were a well-known actor. And as Mr W ... (6 pages)View decision -
Decision Reference DRN-4975449
6 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4975449 The complaint Mr W complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In May 2023, Mr W received messages through a social media network from someone who said they were a well-known actor. And as Mr W thought he had ... (4 pages)View decision -
Decision Reference DRN-4989666
6 Sep 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4989666 Complaint Miss K has complained about a loan Brent Shrine Credit Union Limited trading as My Community Bank (“MCB”) provided to her. She says that loan was unaffordable and this led to her relying on her overdraft to manage her finances. Background MCB provided Miss K with ... (3 pages)View decision -
Decision Reference DRN-4979801
6 Sep 2024 Go Car Credit Limited Not upheldConsumer CreditDRN-4979801 Complaint Mr I complains that Go Car Credit Limited (“Go Car Credit”) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and based on an assessment of his income which was inaccurate. Background ... (4 pages)View decision -
Decision Reference DRN-4997779
6 Sep 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4997779 Complaint Ms C complains that FirstRand Bank Limited (trading as “Motonovo Finance”) unfairly entered into an unaffordable hire-purchase agreement with her. Background In March 2019, Motonovo Finance provided Ms C with finance for a used car. The cash price of the vehicle w... (3 pages)View decision -
Decision Reference DRN-4993164
6 Sep 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4993164 Complaint Mr M has complained that Creation Consumer Finance Ltd (“Creation”) irresponsibly provided him with an unaffordable credit account. He’s said that the correct checks including looking through his bank statements had taken place, it would have been seen that the li... (3 pages)View decision
