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-4921822
22 Jul 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4921822 The complaint Mr M complains that Capital One (Europe) Plc are pursuing him for the outstanding balance on a credit card in his name that he says he didn’t apply for. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provid... (3 pages)View decision -
Decision Reference DRN-4917052
22 Jul 2024 MBNA Limited UpheldBanking and PaymentsDRN-4917052 The complaint Mr C complains that MBNA Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In... (4 pages)View decision -
Decision Reference DRN-4780848
22 Jul 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4780848 The complaint Mrs W complains about the quality of a car supplied to her by Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”). Mrs W has been represented. For clarity, I’ll only refer to Mrs W throughout this decision. What happened Mrs W acqu... (3 pages)View decision -
Decision Reference DRN-4787805
22 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4787805 The complaint A company, which I’ll refer to as O, complains that Aviva Insurance Limited rejected a claim on its buildings insurance policy and refused to renew the policy. Mr B, who is a director of O, brings the complaint on O’s behalf. Where I refer to Aviva Insurance Li... (5 pages)View decision -
Decision Reference DRN-4379733
22 Jul 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4379733 The complaint A limited company I’ll refer to as “A1” complains about the way Astrenska Insurance Limited handled a claim under a home emergency insurance policy. What happened The details of this complaint are well known to all parties, so I won’t repeat them here. Instead,... (3 pages)View decision -
Decision Reference DRN-4912910
22 Jul 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4912910 The complaint Mrs M complains that HSBC UK Bank Plc (“HSBC”) wouldn’t lend to her. What happened In September 2023 Mrs M applied for a loan with HSBC. HSBC declined the loan application and explained that their decision was based on information in Mrs M’s credit file. Mrs M ... (2 pages)View decision -
Decision Reference DRN-4914935
22 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4914935 The complaint Ms M feels that Bank of Scotland plc, trading as Halifax, provided an overdraft facility to her irresponsibly. What happened In August 2023, Ms M successfully applied to Halifax for an overdraft facility of £2,000 on her current account. In March 2024, Ms M ra... (3 pages)View decision -
Decision Reference DRN-4785715
22 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4785715 The complaint Mr F complains UK Insurance Limited trading as Direct Line (UKI) unfairly settled his claim on his motor insurance policy after his car was classed as a total loss. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the a... (3 pages)View decision -
Decision Reference DRN-4821468
22 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4821468 The complaint Miss B and Mr R complain that AXA Insurance UK Plc (AXA) hasn’t completed repairs to their property properly, and this has led to further damage in their home. What happened In December 2022 Miss B and Mr R made a claim after a burst pipe in their loft damaged ... (3 pages)View decision -
Decision Reference DRN-4748039
22 Jul 2024 POLICY EXCESS INSURE LTD UpheldInsuranceDRN-4748039 The complaint Mr B and Miss B have complained about POLICY EXCESS INSURE LTD (PEX) trading as Nova Direct. They aren’t happy that PEX took payment for a roadside assistance policy when they didn’t go through with purchasing the policy. What happened Mr B and Miss B attempte... (2 pages)View decision
