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 352408 results
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Decision Reference DRN-5161881
21 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5161881 The complaint Mr and Mrs C have complained about the service they received from U K Insurance Limited trading as Green Flag (UKI) when their campervan broke down on holiday in France. As we have been corresponding with Mrs C throughout, I shall just refer to her for the mos... (5 pages)View decision -
Decision Reference DRN-5118502
21 Nov 2024 ALLICA BANK LIMITED Not upheldBanking and PaymentsDRN-5118502 The complaint N, a limited company, complains about costs and delays when it re-mortgaged a commercial property with Allica Bank Limited. N is represented by one of its directors, who I’ll refer to as Mr W. What happened N applied to Allica via a broker for a secured commerc... (3 pages)View decision -
Decision Reference DRN-5130873
21 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5130873 The complaint Ms G and Mr G complain that Aviva Insurance Limited has not agreed to cover a claim Mr G made on their legal expenses insurance policy. Where I refer to Aviva, this includes its agents and claims handlers acting on its behalf. What happened Ms G and Mr G are jo... (3 pages)View decision -
Decision Reference DRN-5132356
21 Nov 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5132356 The complaint Miss S complains that Sainsbury’s Bank Plc didn’t consider that a loan account she held with it was eligible for a medical write-off. What happened In December 2021 Miss S entered into a five-year personal loan with Sainsbury’s Bank. The repayments were ££229.3... (3 pages)View decision -
Decision Reference DRN-5161711
21 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5161711 The complaint Mr M has complained that Nationwide Building Society failed to apply a gambling block to his account when he asked it to. Background Mr M contacted Nationwide via its web chat service on 25 June 2024. In the chat he disclosed he was struggling financially and w... (3 pages)View decision -
Decision Reference DRN-4940086
21 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4940086 The complaint Mr H complained about the way Clydesdale Bank Plc trading as Virgin Money (Virgin Money) dealt with a claim for a refund for goods he bought using a credit card but says he didn’t receive. What happened Mr H purchased a gold bar for around £1,500 using his Vir... (4 pages)View decision -
Decision Reference DRN-5124694
21 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5124694 The complaint Ms V complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened In July 2021 Ms V applied for a credit card with Vanquis. In her application, Ms V said she was self em... (3 pages)View decision -
Decision Reference DRN-5116442
21 Nov 2024 Premier Insurance Company Limited UpheldInsuranceDRN-5116442 The complaint Mrs M complains about the amount Premier Insurance Company Limited (“Premier”) valued her car for after it was damaged in a collision. What happened Mrs M had a motor insurance policy with Premier covering her car. She bought the policy through a broker. In May... (3 pages)View decision -
Decision Reference DRN-5144295
21 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5144295 The complaint Mr B has complained about Red Sands Insurance Company (Europe) Limited’s (Red Sands) decision to decline a claim made on his lifetime pet insurance policy and added an exclusion. What happened In March 2023, Mr B took out a Pet Lifetime policy for his dog, W. ... (4 pages)View decision -
Decision Reference DRN-5070856
21 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5070856 The complaint Mr M complains that Royal & Sun Alliance Insurance have declined to pay his future loss assessors fees. What happened Mr M had two building insurance claims with RSA - in 2014 for subsidence and 2017 for an escape of water which was believed to be related... (2 pages)View decision
