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 370904 results
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Decision Reference DRN-4927410
25 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4927410 The complaint Mr H is unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a claim he made under his home insurance policy. What happened Mr H made a claim to RSA for suspected subsidence damage after he noticed the floor of his property was sinking. ... (7 pages)View decision -
Decision Reference DRN-4758419
24 Jul 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4758419 The complaint Mrs P complains about the way in which Shawbrook Bank Limited responded to her request to deal with the Citizens Advice Bureau on her behalf and write off her account due to her circumstances. She’s also unhappy that Shawbrook hasn’t responded to her letters an... (2 pages)View decision -
Decision Reference DRN-4497961
24 Jul 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4497961 The complaint Mr B complains about the service he received from Mitsubishi HC Capital UK Plc (“Mitsubishi”) when it provided him with an incorrect early termination fee on his hire agreement. What happened Mr B entered into a hire agreement with Mitsubishi in July 2020. He s... (3 pages)View decision -
Decision Reference DRN-4824082
24 Jul 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4824082 The complaint Mr R complains that Accredited Insurance (Europe) Ltd (“Accredited”) has refused to provide a quote for motor insurance for him without providing a reason. What happened Mr R tried to obtain a quote for car insurance over the phone. The request was declined bas... (2 pages)View decision -
Decision Reference DRN-4599103
24 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4599103 The complaint Mr H complains about how Mitsubishi HC Capital UK Plc, trading as Novuna, dealt with his claim under section 75 of the Consumer Credit Act 1974 in relation to his purchase of a conservatory. What happened In May 2023 Mr H entered into a regulated fixed sum loan... (2 pages)View decision -
Decision Reference DRN-4840225
24 Jul 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4840225 The complaint Mr and Mrs M complain that they were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Shawbrook Bank Limited. Mr and Mrs M have been represented in bringing this complaint by a claims management business, so any reference t... (5 pages)View decision -
Decision Reference DRN-4865838
24 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4865838 The complaint Mr H unfortunately fell victim to an investment scam. He complains that Lloyds Bank PLC allowed an account to be opened by a scammer and would like it to refund him the money he paid to the account the scammer held with Lloyds. What happened In July 2023, Mr ... (2 pages)View decision -
Decision Reference DRN-4559716
24 Jul 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4559716 The complaint Mr H complains about the outcome of a claim he made to Tesco Personal Finance PLC trading as Tesco Bank (‘TB’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal... (5 pages)View decision -
Decision Reference DRN-4895502
24 Jul 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4895502 The complaint Mr P complains that Vanquis Bank Limited lento him irresponsibly. He’s also unhappy that the account has been defaulted and sold to a third party. What happened Mr P applied for a credit card with Vanquis in June 2019. Vanquis approved the application and gave ... (2 pages)View decision -
Decision Reference DRN-4681472
24 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4681472 The complaint Mr C complains that Monzo Bank Ltd won’t refund the money he lost as the result of an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I unde... (4 pages)View decision
