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 371633 results
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Decision Reference DRN-4955500
3 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4955500 The complaint Ms E has complained about the repair Aviva Insurance Limited carried out under her mobile phone insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of ... (1 page)View decision -
Decision Reference DRN-4873858
3 Sep 2024 AIG Life Limited Not upheldInsuranceDRN-4873858 The complaint Mr and Mrs T complain about the way AIG Life Limited has handled an application Mr T made for a life and critical illness insurance policy. As the complaint was brought by Mr T, for ease, I’ve referred mainly to him. What happened The background to this complai... (4 pages)View decision -
Decision Reference DRN-5000272
3 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5000272 The complaint Ms S says she was overcharged by Creation Consumer Finance Ltd (“Creation”) for an item she purchased on Buy Now Pay Later (BNPL) terms. What happened I issued a provisional decision on this complaint in August 2024. An extract from that provisional decision is... (3 pages)View decision -
Decision Reference DRN-4700410
3 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4700410 The complaint Mr G complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by two investment scams, or to help him recover the money once he’d reported the scams to it. What happened The detailed background to this complaint is well know... (5 pages)View decision -
Decision Reference DRN-4701230
3 Sep 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4701230 The complaint Mr M is unhappy with how MBNA Limited (MBNA) handled a quality of goods claim he made to them. What happened Mr M says he paid a goods supplier I shall call S the sum of £5,651.71 in September 2022 for delivery of materials for work on his driveway. This paymen... (3 pages)View decision -
Decision Reference DRN-4999586
3 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4999586 The complaint Mr C has complained about Creation Consumer Finance Ltd’s (“Creation”) response to a claim he made under the Consumer Credit Act 1974 (the “CCA”) and his request for money back. What happened In March 2013, Mr C bought a solar panel system (‘the system’) from ... (5 pages)View decision -
Decision Reference DRN-4923471
3 Sep 2024 RAC Insurance Limited UpheldInsuranceDRN-4923471 The complaint Mr T is unhappy with how RAC Insurance Limited dealt with his motor insurance claim. What happened Mr T held a motor insurance policy with RAC. In September 2023, Mr T was involved in a collision and made a claim to RAC. RAC offered Mr T a settlement for his ... (4 pages)View decision -
Decision Reference DRN-4842804
3 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4842804 The complaint Mr S complains that Lloyds Bank PLC switched his account to online statements only against his wishes and without a proper explanation. What happened Lloyds wrote and emailed Mr S in October 2023 that it would send online statements from 1 November, and it set ... (3 pages)View decision -
Decision Reference DRN-4997059
3 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4997059 The complaint and what happened Mrs M has complained about Mitsubishi HC Capital UK Plc’s, trading as Hitachi Capital Consumer Finance, (‘Mitsubishi’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allega... (6 pages)View decision -
Decision Reference DRN-4957864
3 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4957864 The complaint Mr N has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened In autumn 2023, Mr N was offered an online job doing tasks. However, this was actually a scam. The scammers persuaded Mr N to pay his own mone... (2 pages)View decision
