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 342371 results
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Decision Reference DRN-4908831
16 Jul 2024 Market Harborough Building Society UpheldBanking and PaymentsDRN-4908831 The complaint Miss G complains that Market Harborough Building Society didn’t act fairly when it said that she’d need a mobile phone or a landline in order to authenticate. What happened Miss G says she doesn’t have a mobile phone or a landline as she’s hearing impaired. Mis... (2 pages)View decision -
Decision Reference DRN-4694073
16 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4694073 The complaint Mrs and Mr N complain about how Esure Insurance Limited dealt with and settled a claim they made under their household insurance policy following an escape of water What happened Mrs and Mr N held a household insurance policy, which covered them for damage to ... (5 pages)View decision -
Decision Reference DRN-4875476
16 Jul 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4875476 The complaint Miss D complains that Sainsbury’s Bank Plc lent to her irresponsibly. What happened On 7 January 2020, Miss D applied for and received a credit card with Sainsbury’s. The bank initially gave her a credit limit of £2,000 and subsequently increased it as follows:... (3 pages)View decision -
Decision Reference DRN-4883483
16 Jul 2024 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-4883483 Complaint Mr F has complained about a credit card JAJA Finance Ltd (trading as “Asda” Money Credit Card) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In December 2022, Asda provided Mr ... (3 pages)View decision -
Decision Reference DRN-4909956
16 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4909956 The complaint Mr K complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost after falling victim to a scam. What happened Mr K’s complaint was brought to us by a professional representative, but as the account is in Mr K’s name, I’ll refer to him throughout m... (7 pages)View decision -
Decision Reference DRN-4909931
15 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4909931 The complaint Mr S complains about AXA Insurance UK Plc (“AXA”) for declining his theft claim. He wants AXA to accept and settle his claim. What happened Mr S insured his home with AXA, via an intermediary, in April 2021 and renewed each year. He previously made a claim aro... (3 pages)View decision -
Decision Reference DRN-4816852
15 Jul 2024 Aviva Equity Release UK Limited Not upheldMortgagesDRN-4816852 The complaint Ms C complains that Aviva Equity Release UK Limited (Aviva) has refused to allow her to make lump sum repayments of over 10% per year towards her lifetime mortgage. To put matters right Ms C wants Aviva to allow her to repay more than 10% of the total amount bo... (4 pages)View decision -
Decision Reference DRN-4889783
15 Jul 2024 Nationwide Building Society UpheldConsumer CreditDRN-4889783 The complaint Mr R complains that Nationwide Building Society lent to him irresponsibly. What happened Mr R took out three personal loans with Nationwide. Loan 1 was taken out in July 2016 for £1,500 repayable over 36 months at £46.10 per month. Loan 2 was taken out in Novem... (4 pages)View decision -
Decision Reference DRN-4649695
15 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4649695 The complaint Mr B complains that he was mis-sold a vehicle partially financed by a hire purchase agreement with Creation Consumer Finance Ltd. What happened On 29 July 2023 Mr B acquired a used electric car partially financed through a hire purchase agreement with Creation.... (4 pages)View decision -
Decision Reference DRN-4899937
15 Jul 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4899937 The complaint Mr M says Liverpool Victoria Insurance Company Limited (‘LV’) and its agent caused excessive delay in repairing his vehicle after he made a claim on his motor insurance policy. What happened Mr M’s car was damaged in an accident in January 2023. He decided not... (5 pages)View decision