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 364862 results
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Decision Reference DRN-4623551
20 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4623551 The complaint Mr H’s complaint is about a claim he made on his Aviva Insurance Limited legal expenses insurance policy. Mr H feels that Aviva treated him unfairly. In this decision all references to Aviva include their claims handlers. What happened Mr H made a claim on his Avi... (5 pages)View decision -
Decision Reference DRN-4549076
20 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4549076 The complaint Mrs B complains Admiral Insurance (Gibraltar) Limited settled her contents insurance claim unfairly. Mr B and Mrs B are joint policyholders, but as the claim is Mrs B’s I’ve only referred to her in this decision. What happened In June 2023 Mrs B made a claim on he... (4 pages)View decision -
Decision Reference DRN-4632112
20 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4632112 The complaint Mr and Mrs E complain that Vacation Finance Limited (“VFL”) - didn’t provide a fair and reasonable response to their claim under sections 75 and 140A of the Consumer Credit Act 1974 (“the CCA”) in relation to a timeshare product financed by a loan they provided. W... (7 pages)View decision -
Decision Reference DRN-4552934
20 Feb 2024 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-4552934 The complaint Mr F complains that Adrian Flux Insurance Services Group (Adrian Flux) allowed him to change the value of his car without informing him of the consequences of providing inaccurate information, in relation to his motor insurance policy. What happened Mr F had a mot... (4 pages)View decision -
Decision Reference DRN-4624796
20 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4624796 The complaint Mr M complains that Nationwide Building Society didn’t pay a switching bonus when he moved his account, and also that it told him he’d failed security, getting some of his personal information wrong, when he thought he’d answered all the questions he was asked cor... (5 pages)View decision -
Decision Reference DRN-4584630
20 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4584630 The complaint Mrs C says Clydesdale Bank Plc, trading as Virgin Money, irresponsibly lent to her. What happened Mrs C took out a credit card from Virgin Money on 19 July 2021. She was given a £3,500 credit limit and used £3,300 to transfer a balance from another card onto a 0% ... (3 pages)View decision -
Decision Reference DRN-4632015
20 Feb 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4632015 The complaint Miss R’s representative complains on her behalf about the way Accredited Insurance (Europe) Limited (Accredited Insurance) handled her claim, and about the settlement amount offered, after she made a claim on her home buildings insurance policy. References to Miss... (5 pages)View decision -
Decision Reference DRN-4502858
20 Feb 2024 Santander UK Plc Not upheldMortgagesDRN-4502858 The complaint Mr and Mrs G complain that Santander UK Plc made an error when they completed their mortgage application which meant Mr and Mrs G thought they could borrow more than they were able to. Mr and Mrs G said this caused them a considerable amount of stress and upset an... (4 pages)View decision -
Decision Reference DRN-4627184
20 Feb 2024 Clydesdale Bank Plc UpheldInvestmentsDRN-4627184 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin Money’) has failed to fairly compensate him for the distress and inconvenience caused by the delay in transferring his Individual Savings Account (‘ISA’). He says Virgin Money accepted its fa... (4 pages)View decision -
Decision Reference DRN-4621354
20 Feb 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4621354 The complaint Mrs C complains about problems experienced when she tried to open a new account with Shawbrook Bank Limited. What happened Mrs C said she tried to open a new account online, but wasn’t able to do so. She said there was a problem with the website. She said she’d co... (3 pages)View decision
