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 370903 results
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Decision Reference DRN-4926011
13 Aug 2024 American International Group UK Limited Not upheldInsuranceDRN-4926011 The complaint Mr A complains American International Group UK Limited trading as AIG UK (AIG) handled a claim for a damaged phone unfairly under a mobile phone insurance policy. What happened Mr A held a mobile phone insurance policy through his bank which was underwritten by... (3 pages)View decision -
Decision Reference DRN-4938749
13 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4938749 The complaint Mr H complains that Aviva Insurance Limited declined his request to add an additional named driver to his motor insurance policy and mis-sold the policy to him. Reference to Aviva includes its agents. What happened In summary, Mr H had a comprehensive motor in... (3 pages)View decision -
Decision Reference DRN-4962358
13 Aug 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4962358 The complaint Mrs G has complained about the way Mitsubishi HC Capital UK Plc (“Mitsubishi”) responded to claims she’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“the CCA”), and an alleged unfair relationship taking into account section 140A (“s.140A”) o... (4 pages)View decision -
Decision Reference DRN-4961613
13 Aug 2024 Nationwide Building Society UpheldMortgagesDRN-4961613 The complaint Miss C complains about the way Nationwide Building Society handled her mortgage account whilst she was suffering financial difficulty and ill health. What happened Miss C has a mortgage with Nationwide that fell into arrears in 2016. Miss C wasn’t working and ... (9 pages)View decision -
Decision Reference DRN-4911966
13 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4911966 The complaint Miss N has complained that Lloyds Bank PLC (“Lloyds”) hasn’t helped her to get her money back after she fell victim to a romance scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll s... (2 pages)View decision -
Decision Reference DRN-4962305
13 Aug 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4962305 The complaint Ms G complains that Capital One (Europe) Plc (Capital One) kept increasing her credit limit making it unaffordable for her. She feels it didn’t carry out proper checks before increasing the credit limit. What happened ln July 2021, Ms G applied for a credit ca... (5 pages)View decision -
Decision Reference DRN-4911771
13 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4911771 The complaint Mr H has complained that Santander UK Plc (“Santander”) failed to protect him from falling victim to an investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the k... (3 pages)View decision -
Decision Reference DRN-4632525
13 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4632525 The complaint Mr and Mrs B have complained about the way Royal & Sun Alliance Insurance Limited handled a claim they made under their home insurance policy for subsidence. Reference to RSA includes its agents and representatives. And as Mrs B has primarily dealt with th... (3 pages)View decision -
Decision Reference DRN-4869569
13 Aug 2024 Oakwood Homeloans Limited Not upheldMortgagesDRN-4869569 The complaint Mr and Mrs C complain that Oakwood Homeloans Limited has overcharged them interest on their mortgage. What happened Mr and Mrs C took out an interest only mortgage in December 2004. The mortgage offer stated that the interest rate on the mortgage would be a dis... (3 pages)View decision -
Decision Reference DRN-4856592
13 Aug 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4856592 The complaint Mr C complains about the way Lloyds Bank General Insurance Limited handled a claim he made on his home insurance policy. What happened Mr C had an issue with water in his property. In July 2023 he contacted Lloyds to make a claim on his home insurance policy. W... (3 pages)View decision
