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-3426928
6 May 2022 Aviva Insurance Limited UpheldInsuranceDRN-3426928 The complaint Mrs T is unhappy that Aviva Insurance Limited wouldn’t deal with her subsidence claim under her home insurance policy. Mrs T is represented by her daughter Mrs W but for the purposes of this decision I’ll refer to Mrs T throughout. What happened Mrs T discovered c... (4 pages)View decision -
Decision Reference DRN-3418048
6 May 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3418048 The complaint Mr B says J D Williams & Company Limited (“J D Williams”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid on the accounts be refunded. What happened This complaint is about the catalogue shopping accounts provided... (3 pages)View decision -
Decision Reference DRN-3337672
6 May 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3337672 The complaint Miss C complains that MotoNovo Finance Limited irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In October 2016, Miss C acquired a used car financed by a hire purchase agreement from MotoNovo. Miss C paid a deposit of... (3 pages)View decision -
Decision Reference DRN-3419957
6 May 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3419957 The complaint Mrs W complains about how Admiral Insurance Company Limited handled her claim on her car insurance policy. What happened Mrs W had a car insurance policy with Admiral. Her husband, Mr W, was a named driver on the policy. In mid-2021 she made a claim after the wind... (2 pages)View decision -
Decision Reference DRN-3465968
6 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3465968 The complaint Mr M has complained that Santander UK Plc registered a marker against him at CIFAS, the national fraud database. What happened In May 2019, Mr M applied for a current account with Santander, and was asked to provide 3 years’ worth of address history. He told Santa... (3 pages)View decision -
Decision Reference DRN-3296107
6 May 2022 Clydesdale Bank Plc UpheldConsumer CreditDRN-3296107 The complaint Mrs B complains that Clydesdale Bank Plc trading as Yorkshire Bank (Yorkshire) provided her with poor customer service relating to a personal loan she applied for. What happened Mrs B applied for a personal loan with Yorkshire using their online portal on 16 April... (4 pages)View decision -
Decision Reference DRN-3465864
6 May 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3465864 The complaint A company which I’ll refer to as “R” complains about delays in obtaining a Bounce Back Loan from The Royal Bank of Scotland Plc (“RBS”). One of R’s directors, Miss M, brings the complaint on the company’s behalf. What happened R applied to NatWest for a Bounce Bac... (5 pages)View decision -
Decision Reference DRN-3430368
6 May 2022 ATLANTA 1 INSURANCE SERVICES LIMITED UpheldInsuranceDRN-3430368 The complaint Miss M says her motor insurance policy was cancelled wrongly, and that ATLANTA 1 INSURANCE SERVICES LIMITED then required her to pay too much in charges. What happened Miss M’s policy was cancelled after 17 days, as she’d committed a serious speeding offence. She ... (3 pages)View decision -
Decision Reference DRN-3465841
6 May 2022 Next Retail Limited UpheldConsumer CreditDRN-3465841 The complaint Mrs H says Next Retail Limited trading as Next Online (“Next”) irresponsibly lent to her. She has requested that the interest and late payment charges she paid on the account she had be refunded. What happened This complaint is about a catalogue shopping account p... (5 pages)View decision -
Decision Reference DRN-3460374
6 May 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3460374 The complaint Mr K and Miss M complain Royal & Sun Alliance Insurance Limited (RSA) wrongly declined cover under their legal expenses insurance (LEI) policy. And they’re unhappy with how RSA handled their claim. The claim was handled on behalf of RSA by an interme... (6 pages)View decision
