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 246785 results
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Decision Reference DRN-4370623
18 Dec 2023 Covea Insurance plc UpheldInsuranceDRN-4370623 The complaint Mr G complains that Covea Insurance plc has decline his property owner’s policy claim as it believes some of the damage to his house is due to lateral movement rather than subsidence. What happened Mr G noticed cracking in his house and so claimed on his policy wi... (2 pages)View decision -
Decision Reference DRN-4382188
18 Dec 2023 U K Insurance Limited Not upheldInsuranceDRN-4382188 The complaint Mr W complains about the settlement that U K Insurance Limited (UKI) offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr W’s car was damaged in an accident, and he made a claim on his policy. The car wa... (3 pages)View decision -
Decision Reference DRN-4473409
18 Dec 2023 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4473409 Complaint Mr O complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time. Background In August 2022, SMF provided ... (3 pages)View decision -
Decision Reference DRN-4509187
18 Dec 2023 esure Insurance Limited UpheldInsuranceDRN-4509187 The complaint Mr A complains about how esure Insurance Limited (“esure”) handled and settled a claim under his motor insurance policy. What happened Mr A had a motor insurance policy with esure covering his car. In April 2023 Mr A’s car was heavily damaged in a collision with a... (3 pages)View decision -
Decision Reference DRN-4209700
18 Dec 2023 Nationwide Building Society Not upheldMortgagesDRN-4209700 The complaint Ms G complains that when she redeemed her mortgage with Nationwide Building Society, it failed to pay the refund she was due, and it also provided her with a final statement which was inaccurate. Ms G says this has undermined her faith in Nationwide. What happened... (3 pages)View decision -
Decision Reference DRN-4508407
18 Dec 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4508407 The complaint Mr T complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (BPF) wrongly activated a loan account and damaged his credit record. Mr T is represented by a family member but I’ll refer to everything that’s been said on his behalf... (5 pages)View decision -
Decision Reference DRN-4349095
18 Dec 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4349095 The complaint Ms H complains that Royal & Sun Alliance Insurance Limited (RSA) hasn’t repaired her car following a claim made on her motor insurance policy. She wants her car repaired, reimbursement of her alternative travel costs, and compensation for her trouble and upset... (2 pages)View decision -
Decision Reference DRN-4439926
18 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4439926 The complaint Mr H complains that NewDay Ltd (NewDay) has been unhelpful to him when he has been trying to use and activate his credit card. What happened Mr H has a NewDay credit card account which he opened in January 2021. He never activated or used the card. In March 2023 N... (2 pages)View decision -
Decision Reference DRN-4506716
18 Dec 2023 Evolution Lending Limited UpheldMortgagesDRN-4506716 The complaint Ms S complains that Evolution Lending Limited irresponsibly lent her a second charge mortgage (secured loan). What happened In early 2019 Ms S contacted a company called Evolution Money Limited to discuss taking out a secured loan to consolidate some unsecured deb... (6 pages)View decision -
Decision Reference DRN-4520064
18 Dec 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4520064 The complaint A partnership which I’ll call ‘S’ complains that Barclays Bank UK Plc behaved unreasonably when it restricted their account. The complaint is brought on S’s behalf by one of the partners, Mr T. He is represented throughout by Mrs W. What happened S held a business... (3 pages)View decision
