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 369228 results
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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 -
Decision Reference DRN-4616292
11 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4616292 The complaint Mr and Mrs M are unhappy that Royal & Sun Alliance Insurance Limited (RSA) delayed progressing their claim. Mr and Mrs M had home insurance, including home emergency cover, in joint names. Because he brought the complaint, for ease of reading I’ll refer just t... (3 pages)View decision -
Decision Reference DRN-4641572
11 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4641572 The complaint Miss B complains that Bank of Scotland plc trading as Halifax acted irresponsibly by providing her with an overdraft and then increasing the overdraft limit on several occasions. What happened Halifax provided Miss B with a £200 overdraft in June 2018. The overdra... (3 pages)View decision -
Decision Reference DRN-4705752
11 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4705752 The complaint Mrs B complains about how esure Insurance Limited trading as Sheilas’ Wheels (“esure”) handled a claim under her car insurance policy. What happened In June 2023 Mrs B was involved in a collision with a third-party vehicle. The third-party accepted responsibility ... (2 pages)View decision -
Decision Reference DRN-4717581
11 Apr 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4717581 The complaint Mrs K complains about the poor service she received from Royal and Sun Alliance Insurance Limited (RSA), following a claim under her home emergency policy. What happened Mrs K held a home emergency policy with RSA. She contacted RSA on 27 June 2023. During the cal... (3 pages)View decision -
Decision Reference DRN-4630042
11 Apr 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4630042 The complaint Mr and Mrs H are unhappy with the settlement made by Great Lakes Insurance SE when they claimed on their travel insurance policy. What happened Mr H was hospitalised whilst abroad. He contacted his insurer for assistance but ultimately Mr and Mrs H had to pay for ... (3 pages)View decision
