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 362712 results
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Decision Reference DRN-4620609
14 Feb 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4620609 The complaint Mr O complains that Shop Direct Finance Company Limited trading as Littlewoods irresponsibly gave him a running account credit agreement he couldn’t afford to repay. What happened In 2015, Mr O applied for a catalogue shopping account with Shop Direct. He was give... (4 pages)View decision -
Decision Reference DRN-4501359
14 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4501359 The complaint Miss E complains that Monzo Bank Ltd won’t reimburse her the money she transferred to a fraudster. Miss E is represented by her father in bringing this complaint. But for ease of reading, I’ll refer to any submissions and comments made as being made by Miss E hers... (4 pages)View decision -
Decision Reference DRN-4620220
14 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4620220 The complaint Mr K and Ms L have complained about the way their claim under their home insurance policy has been handled and the amount Ageas Insurance Limited has paid in settlement of it. What happened The background to this complaint is well known to Mr K and Ms L and Ageas.... (2 pages)View decision -
Decision Reference DRN-4544366
14 Feb 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4544366 The complaint Mrs R and Mr R complain about how AA Underwriting Insurance Company Limited (AA) dealt with a claim under their home insurance policy for damage to their property caused by a leak from a shower. AA use agents to administer the policy and to assess claims. Referenc... (8 pages)View decision -
Decision Reference DRN-4594517
14 Feb 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4594517 The complaint Mr and Mrs V’s complaint is about a claim they made on their Amtrust Europe Limited (‘Amtrust’) legal expenses insurance policy. All references to Amtrust in this decision include their claims handlers. What happened Mr and Mrs V made a claim on their Amtrust lega... (3 pages)View decision -
Decision Reference DRN-4620493
14 Feb 2024 Covea Insurance plc Not upheldInsuranceDRN-4620493 The complaint Ms U complains about Covea Insurance plc’s decision to turn down her pet insurance claim. What happened Ms U holds pet insurance with Covea which covers her dog. The policy was taken out on 24 April 2023, and doesn’t cover pre-existing conditions. In June 2023 Ms ... (3 pages)View decision -
Decision Reference DRN-4587232
14 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4587232 The complaint Mr E has complained that Bank of Scotland plc, trading as Halifax, didn’t fairly or reasonably deal with a claim for compensation made in relation to a timeshare membership he bought using his Halifax credit card. What happened In February 2013, Mr E, alongside an... (4 pages)View decision -
Decision Reference DRN-4541016
14 Feb 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4541016 The complaint Miss S complains that Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”) will not remove incorrect records of missed payments on her credit file in relation to an agreement she took out with them. She also complains Moneybarn were charging her more than th... (4 pages)View decision -
Decision Reference DRN-4583712
14 Feb 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4583712 Complaint Mrs C complains that Startline Motor Finance Limited (“Startline”) unfairly entered into a hire- purchase agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In July 2017, St... (3 pages)View decision -
Decision Reference DRN-4620411
14 Feb 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4620411 The complaint Mrs B complains because Aviva Life & Pensions UK Limited (‘Aviva’) hasn’t paid a claim under her income protection insurance policy. What happened Mrs B holds an income protection insurance policy, provided by Aviva. Mrs B made an incapacity claim under her po... (3 pages)View decision
