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 366763 results
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Decision Reference DRN-4732288
8 May 2024 Allianz Insurance Plc Not upheldInsuranceDRN-4732288 The complaint Mrs H complains that Allianz Insurance Plc trading as Petplan changed her pet insurance policy by adding a co-payment to be deducted from claims and says she wasn’t aware this would happen. What happened Mrs H took out insurance for her pet dog in September 2012 a... (3 pages)View decision -
Decision Reference DRN-4615102
8 May 2024 esure Insurance Limited Not upheldInsuranceDRN-4615102 The complaint Mr V complains about how esure Insurance Limited handled his claim after his car was stolen. What happened Mr V made a claim to esure after his car was stolen. He wasn’t happy with how that claim was dealt with and made a complaint to our service. A final decision... (3 pages)View decision -
Decision Reference DRN-4577581
8 May 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4577581 The complaint Miss E complains that Moneybarn No.1 Limited, trading as Moneybarn lent to her irresponsibly when it gave her a car finance agreement which she says she couldn’t afford. She also complains that the interest rate was too high. What happened Miss E took out a car fi... (3 pages)View decision -
Decision Reference DRN-4740644
8 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4740644 The complaint Miss M complains that when she made a claim on her motor insurance policy after an accident, Aviva Insurance Limited offered her too little for her written-off car. What happened Aviva looked at the valuations set out in two of the national trade guides and also f... (2 pages)View decision -
Decision Reference DRN-4732203
8 May 2024 Pepper (UK) Limited UpheldMortgagesDRN-4732203 The complaint This complaint is about a mortgage Mr M holds with Pepper (UK) Ltd trading as Engage Credit. The complaint embraces several individual points (which I’ll list in due course) relating to Engage’s handling of arrears on Mr M’s account, charges applied to the mortgag... (5 pages)View decision -
Decision Reference DRN-4422044
8 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4422044 The complaint Mr B complains about how Santander UK Plc handled a claim he made to it. What happened The parties are familiar with the background details of this complaint so I will simply summarise them here. Mr B paid for a delivery of some stone chippings with his Santander ... (3 pages)View decision -
Decision Reference DRN-4783804
8 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4783804 The complaint Mr and Mrs K complained that Bank of Scotland trading as Halifax delayed consideration of their application for additional borrowing and a new fixed rate on their mortgage, then refused, and wouldn’t let them keep the old fixed rate without the extra borrowing. Wh... (5 pages)View decision -
Decision Reference DRN-4525571
8 May 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4525571 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably when deciding against paying their claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened Mr and Mrs S purchased membershi... (4 pages)View decision -
Decision Reference DRN-4603125
8 May 2024 Think Money Limited Not upheldBanking and PaymentsDRN-4603125 The complaint Mr B complains about the customer service he received from Think Money Limited following a refund into his account, which he was unable to access. What happened Mr B opened a Thinkmoney account to assist with paying his bills. He opened a gambling account with a d... (3 pages)View decision -
Decision Reference DRN-4148307
8 May 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4148307 The complaint Mr M has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim he’d made under section 75 (s75) of the Consumer Credit Act 1974 (the “CCA”). Mr M has been represented in bringing his complaint but, to keep things simple, I’ll... (8 pages)View decision
