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 118878 results
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Decision Reference DRN-3692463
15 Nov 2022 Lex Autolease Ltd UpheldConsumer CreditDRN-3692463 The complaint Ms A complains that Lex Autolease Ltd has unfairly charged her rentals for a car, under a hire agreement, which wasn’t of satisfactory quality when it had unreasonably delayed collecting it from her. What happened In March 2018 Ms A entered into a 48-month contrac... (4 pages)View decision -
Decision Reference DRN-3658342
15 Nov 2022 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-3658342 The complaint Miss P complains that Berkshire Hathaway International Insurance Ltd treated her unfairly in the way it handled her car insurance claim. What happened Miss P made a car insurance claim after her car was stolen from outside her partner’s home. She’s unhappy that Be... (3 pages)View decision -
Decision Reference DRN-3771668
15 Nov 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3771668 The complaint Mr R complains that Clydesdale Bank plc, trading as Virgin Money, won’t refund to him the money that he paid for a used van engine. What happened Mr R was told by a garage in July 2021 that his van needed a new engine so he used his Virgin Money credit card in Ju... (3 pages)View decision -
Decision Reference DRN-3808153
15 Nov 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3808153 The complaint Miss C complains that Capital One (Europe) plc (“Capital One”) irresponsibly provided her with credit she couldn’t afford to repay. What happened I issued my provisional decision on this complaint in October 2022. An extract from that provisional decision is set o... (4 pages)View decision -
Decision Reference DRN-3788694
15 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3788694 The complaint Mr A and Ms W complain about Aviva Insurance Limited’s handling of a claim made under their home insurance policy. What happened Mr A and Ms W have a home insurance policy underwritten by Aviva. This covers their buildings and contents, amongst other things. They ... (3 pages)View decision -
Decision Reference DRN-3720700
15 Nov 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3720700 The complaint Mr W and Miss W complain that Aviva Life & Pensions UK Limited failed to send them the outcome of their policy reviews in 2010 and 2015. What happened Mr W and Miss W had a joint whole of life policy with Aviva which was taken out in 1990 with a sum assured of... (2 pages)View decision -
Decision Reference DRN-3802227
15 Nov 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3802227 The complaint Mr F complains that Oodle Financial Services Limited unfairly handled his request to reject a car and cancel a credit agreement. What happened In May 2022, Mr F entered into a five-year hire purchase agreement with Oodle for a used car. Mr F says he was informed t... (3 pages)View decision -
Decision Reference DRN-3496000
15 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3496000 The complaint Mr B complains Monzo Bank Ltd didn’t reimburse the money he lost when he fell victim to a property rental scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. In brief, both parties accept that Mr... (4 pages)View decision -
Decision Reference DRN-3777508
15 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3777508 The complaint Mr B complains that Barclays Bank UK PLC, trading as Barclaycard, lent to him irresponsibly. What happened In April 2018 Mr B opened a credit card account with Barclaycard. He had an account limit of £9,200 which remained the same over the life of the account to d... (3 pages)View decision -
Decision Reference DRN-3805350
15 Nov 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3805350 The complaint Miss G complains that Admiral Insurance (Gibraltar) Limited unfairly declined the trace and access claim she made on her home insurance policy. What happened Miss G had home insurance with Admiral, and unfortunately an escape of water occurred from a pipe undernea... (2 pages)View decision
