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 360264 results
-
Decision Reference DRN-4568402
18 Jan 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4568402 The complaint Mrs C complains Toyota Financial Services (UK) PLC (Toyota) supplied her with a car that she believes wasn’t of satisfactory quality. Mrs C is represented by Mr C but for the purposes of this decision, I will refer to Mrs C as she’s the agreeme... (5 pages)View decision -
Decision Reference DRN-4397575
18 Jan 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4397575 The complaint Mr P complains about the way Admiral Insurance (Gibraltar) Limited dealt with his car insurance claim. They failed to withdraw a theft claim after being informed the car wasn’t stolen. What happened In September 2022, Mr P reported his car stolen and notified Admi... (3 pages)View decision -
Decision Reference DRN-4556796
18 Jan 2024 HSBC Life (UK) Limited Not upheldInsuranceDRN-4556796 The complaint Mr J complains that HSBC Life (UK) Limited has turned down an incapacity claim he made on his personal income protection insurance policy What happened The background to this complaint is well-known to both parties. So I haven’t set it out in detail here. Instead... (6 pages)View decision -
Decision Reference DRN-4527975
18 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4527975 The complaint Mr S complains that NewDay Ltd was irresponsible in its lending to him. What happened Mr S first raised his complaint in 2019 and says that he didn’t receive a response from NewDay at that time and when he raised this again NewDay said it wouldn’t reopen his compl... (3 pages)View decision -
Decision Reference DRN-4513890
18 Jan 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4513890 The complaint Mr A is unhappy with the cover provided by the travel insurance policy he holds through his packaged bank account with Clydesdale Bank Plc (trading as Virgin Money). What happened Your text here What I’ve decided – and why I’ve considered all the available evidenc... (2 pages)View decision -
Decision Reference DRN-4498153
18 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4498153 The complaint Miss M complains that Barclays Bank UK PLC won’t refund £3,019 which was the purchase value of a laptop she returned to the retailer. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on givi... (2 pages)View decision -
Decision Reference DRN-4535069
18 Jan 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4535069 The complaint Mr M and Mrs M complain about the price charged by Liverpool Victoria Insurance Company Limited (“LV”) to renew their home insurance policy. Mr M has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any acti... (4 pages)View decision -
Decision Reference DRN-4486286
18 Jan 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4486286 The complaint Mr B has complained that Accelerant Insurance Europe SA/NV declined his claim on his caravan insurance policy after his caravan was stolen. He wants it to pay his claim. What happened Mr B took out a caravan insurance policy with Accelerant through an online site... (3 pages)View decision -
Decision Reference DRN-4463372
18 Jan 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4463372 The complaint Miss W complains that The Royal Bank of Scotland Plc (“RBS”) was irresponsible to lend to her. What happened Miss W says RBS increased her overdraft limit from £500 to £4,500 in April 2019. She says her income was less than that, so she was continuously living on ... (2 pages)View decision -
Decision Reference DRN-4326748
18 Jan 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4326748 The complaint Mr O complains about changes Liverpool Victoria Financial Services Limited (LV) made to his Whole of Life policy. What happened Mr O found out that the surrender value of his policy had decreased so complained to LV. LV said they had reviewed the way death benefit... (2 pages)View decision
