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 363925 results
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Decision Reference DRN-5103073
6 Dec 2024 Hillingdon Credit Union Limited Not upheldConsumer CreditDRN-5103073 The complaint Ms T complains that Hillingdon Credit Union Limited (HCUL) incorrectly applied a default to her credit file. What happened Ms T had a loan with HCUL which she says was settled in 2018. She says that HCUL made a mistake and recorded the loan as being in default... (4 pages)View decision -
Decision Reference DRN-5053325
6 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5053325 The complaint Mrs F and Mrs D have complained – in their capacity as surviving Trustees of the F Trust – that the Royal London Mutual Insurance Society Limited (“RL”) declined the claim made on the policy when the third trustee, Mr F, passed away and cancelled the policy. Wh... (3 pages)View decision -
Decision Reference DRN-5085288
6 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5085288 The complaint Mr K and Ms S complain that Nationwide Building Society provided them with poor customer service regarding an attempted international transfer. What happened Mr K and Ms S say that on 22 April 2024 they attempted to transfer just under £4,000 to their overseas ... (5 pages)View decision -
Decision Reference DRN-5023971
6 Dec 2024 Grattan Plc Not upheldConsumer CreditDRN-5023971 The complaint Miss F complains that Grattan Plc trading as Kaleidoscope recorded her catalogue shopping account as in default. What happened Miss F held a Freemans catalogue shopping account that was provided by Kaleidoscope. In January 2023, Grattan emailed Miss F with a fi... (4 pages)View decision -
Decision Reference DRN-5075845
6 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5075845 The complaint Mrs M complains about Admiral Insurance (Gibraltar) Limited’s settlement of her car insurance claim. What happened Mrs M had a car insurance policy with Admiral. In May 2024, her car was stolen and she made a claim. Admiral first offered a settlement based on a... (3 pages)View decision -
Decision Reference DRN-4841478
6 Dec 2024 Computershare Investor Services Plc Not upheldInvestmentsDRN-4841478 The complaint Mr W complained about Computershare Investor Services Plc (Computershare). He said it misinformed him about what to do with options he held in a save as you earn (SAYE) share save scheme. Mr W said Computershare made mistakes and because of this he incurred a ... (5 pages)View decision -
Decision Reference DRN-5193455
6 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5193455 The complaint Mr S has complained about Aviva Insurance Limited’s decision to decline a claim he made for water damage to his home under his home buildings insurance policy. Mr S was also unhappy with the lack of communication and attention from Aviva. All reference to the i... (3 pages)View decision -
Decision Reference DRN-4749862
6 Dec 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4749862 The complaint Mr W complains about the way Assetz SME Capital Limited (“Assetz”) has used its terms and conditions to introduce a fee on his peer-to-peer (P2P) lending account. He says the changes are to his detriment and caused him to lose interest payments. What happened ... (9 pages)View decision -
Decision Reference DRN-5056836
6 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5056836 The complaint D complains Bank of Scotland Plc provided incorrect information and a poor service when he asked it to supply a letter. D is represented by Mr P, a director. What happened The facts of the complaint are well known to both parties, so I will only provide a sum... (4 pages)View decision -
Decision Reference DRN-5152808
6 Dec 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-5152808 The complaint Mrs C says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to her. Mrs C brought her complaint through a representative, for ease of reading I will refer solely to Mrs C in this decision. What happened Mrs C took out two instalment loans fro... (3 pages)View decision
