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 360264 results
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Decision Reference DRN-4613043
20 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4613043 The complaint Mr and Mrs G complained that Aviva Insurance Limited (“Aviva”) unfairly declined part of their claim for stolen jewellery under their home contents policy. What happened Mr and Mrs G had items stolen from their home, including expensive jewellery that was itemised... (2 pages)View decision -
Decision Reference DRN-4534246
20 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4534246 The complaint Dr V’s complaint is about the handling of a claim under her plumbing and drainage insurance policy with Aviva Insurance Limited. What happened Dr V says Aviva took an excessive time to repair a broken pipe in her property and also caused damage to her boiler which... (6 pages)View decision -
Decision Reference DRN-4506130
20 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4506130 The complaint Mr A complains Barclays Bank UK PLC blocked his card while he was trying to make a payment. He says he was treated unfairly. What happened Mr A attempted to purchase a train ticket on 6 October 2023. But the payment was declined. He couldn’t understand why and spo... (2 pages)View decision -
Decision Reference DRN-4624217
20 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4624217 The complaint Miss D complains HSBC UK Bank Plc (“HSBC”) made a mistake when opening her account and this has resulted in a loss of interest on her accounts. She’s bringing this complaint with the assistance of her mother as her representative. What happened In November 2022 Mi... (2 pages)View decision -
Decision Reference DRN-4565168
20 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4565168 The complaint Mr P complains that Lloyds Bank PLC won’t refund the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, But briefly, and base... (4 pages)View decision -
Decision Reference DRN-4633523
20 Feb 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4633523 The complaint Miss M is complaining about Moneybarn No.1 Limited (Moneybarn). She says they were irresponsible in lending to her as the loan was unaffordable. What happened In July 2019, Miss M took out a conditional sale agreement with Moneybarn to finance the purchase of a c... (4 pages)View decision -
Decision Reference DRN-4633492
20 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4633492 The complaint Mr P is unhappy with the service he received from British Gas Insurance Limited (British Gas) after making a claim under his boiler breakdown insurance policy. What happened Mr P owns a property which he lets out to tenants. He has an insurance policy provided by ... (4 pages)View decision -
Decision Reference DRN-4589712
20 Feb 2024 Inclusive Finance Limited Not upheldConsumer CreditDRN-4589712 The complaint Mr M’s unhappy with two loans Inclusive Finance Limited, trading as Creditspring, provided him with as he says they were unaffordable for him. What happened Creditspring provided Mr M with a loan facility for £600 in May 2023. The terms of the facility meant Mr M ... (2 pages)View decision -
Decision Reference DRN-4624222
20 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4624222 The complaint Miss D complains HSBC UK Bank Plc (“HSBC”) made a mistake when opening her account and this has resulted in a loss of interest on her accounts. She’s bringing this complaint with the assistance of her mother as her representative. What happened In November 2022 Mi... (2 pages)View decision -
Decision Reference DRN-4601029
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4601029 The complaint Mr G complains Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he wasn’t responsible for. What happened Mr G disputes two transactions on his account made on 1 June 2023 totalling £297.98. Mr G says these are fraudulent as he... (2 pages)View decision
