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 364422 results
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Decision Reference DRN-4719007
12 Apr 2024 Wakam UpheldInsuranceDRN-4719007 The complaint Mr G has complained about his property insurer, Wakam. He made a claim when items were stolen from his shed, but Wakam said it was avoiding the policy (treating it as though it had never existed) and declining the claim. What happened Mr G arranged cover with Waka... (2 pages)View decision -
Decision Reference DRN-4723291
12 Apr 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4723291 Complaint Mr B has complained about a loan Oakbrook Finance Limited (trading as “Finio Loans”) provided to him. He says the loan was unaffordable given his circumstances at the time and so shouldn’t have been provided. Background Finio Loans provided Mr B with a loan for £1,000... (3 pages)View decision -
Decision Reference DRN-4723609
12 Apr 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4723609 Complaint Miss R has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says that the loan was unaffordable. Background 118 118 Money provided Miss R with a loan for £1,000.00 in April 2019. The loan was to be repaid in 18 monthly in... (2 pages)View decision -
Decision Reference DRN-4724223
11 Apr 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4724223 The complaint Mr and Mrs P have complained that Accredited Insurance (Europe) Limited (‘Accredited’) declined their claim for accidental damage under their home insurance policy. What happened Mr and Mrs P noticed damage to a section of their kitchen worktop in June 2023. This ... (4 pages)View decision -
Decision Reference DRN-4507727
11 Apr 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4507727 The complaint Mr M complains American Express Services Europe Limited (“Amex”) hasn’t treated him fairly when he disputed a payment for a purchase made using his credit card which he says he didn’t receive. What happened It’s not necessary to go into large amounts of detail as ... (3 pages)View decision -
Decision Reference DRN-4650176
11 Apr 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4650176 The complaint Miss S, via a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with her. She says that due to her personal and financial circumstances at the relevant time the agreement was unaffordable. What hap... (3 pages)View decision -
Decision Reference DRN-4595173
11 Apr 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4595173 The complaint Mr L is unhappy that Capital One (Europe) plc has reported a default on his credit file and won’t remove it even though he’s making payments under a long term payment plan. What happened Mr L holds two accounts with Capital One. In 2020 Mr L experienced financial ... (2 pages)View decision -
Decision Reference DRN-4651836
11 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4651836 The complaint Mr and Mrs B complain Aviva Insurance Limited have unfairly declined a claim they made under a home insurance policy. Any reference to Aviva is intended to include the actions of its agents. What happened The details of the complaint are well known to both parties... (2 pages)View decision -
Decision Reference DRN-4607765
11 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4607765 The complaint Mr A complains that National Westminster Bank Plc (NatWest) blocked a payment. What happened Mr A says he tried to make a payment to a friend for his university fees on 14 December 2023. He says NatWest blocked the payment but then refused to remove it when he spo... (2 pages)View decision -
Decision Reference DRN-4728200
11 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4728200 The complaint Mr B complains that Santander UK Plc (Santander) won’t refund money he lost in a romance scam. What happened What Mr B says: Mr B met someone on a dating website and after some exchanges, he realised she was underage. He stopped further contact with her. But someo... (4 pages)View decision
