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 366873 results
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Decision Reference DRN-5210379
13 Dec 2024 First Holiday Finance Limited Not upheldConsumer CreditDRN-5210379 The complaint Mr and Mrs M complain that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (18 pages)View decision -
Decision Reference DRN-5172073
13 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5172073 The complaint Mr C has complained about the way his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim on his policy . What happened In January 2024 Mr C was involved in an accident where he collided with the back of another car. Mr C said t... (4 pages)View decision -
Decision Reference DRN-5097471
13 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5097471 The complaint Mr K complains that Kroo Bank Ltd (Kroo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr K said that he... (3 pages)View decision -
Decision Reference DRN-5212071
13 Dec 2024 London and Country Mortgages Ltd UpheldMortgagesDRN-5212071 The complaint Ms R and Mr R complain that London and Country Mortgages Ltd gave them incorrect information about whether an early repayment charge (ERC) would apply when they moved home. They say they are about £6,000 out of pocket and this was an extremely stressful experie... (3 pages)View decision -
Decision Reference DRN-5212223
13 Dec 2024 AWP P&C S.A. UpheldInsuranceDRN-5212223 The complaint Mr and Mrs P have complained that AWP P&C S.A. hasn’t fully settled a claim they made on a travel insurance policy. What happened Mr and Mrs P were on a trip abroad in April 2024 when Mr P became unwell and had to attend hospital. They paid for the treatme... (2 pages)View decision -
Decision Reference DRN-4780232
13 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4780232 The complaint Mrs K complains that TSB Bank Plc didn’t do enough to help her when she told it about a dispute, she had with a merchant over services paid for using her TSB credit card. What happened Mrs K paid £2,891.26 using her TSB credit card for two rooms for a duration ... (3 pages)View decision -
Decision Reference DRN-5204965
13 Dec 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5204965 The complaint Mr E complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting it into his Self-Invested Personal Pension (‘SIPP’), cau... (49 pages)View decision -
Decision Reference DRN-5073510
13 Dec 2024 Arval UK Limited Not upheldConsumer CreditDRN-5073510 The complaint Miss D has complained that she is unhappy with the outcome of a change of contract request – and the length of time taken to deal with it - made to Arval UK Limited, trading as Hyundai Contract Hire (“Arval”) in relation to a contract hire agreement she took ou... (3 pages)View decision -
Decision Reference DRN-5132701
13 Dec 2024 Right Choice Insurance Brokers Ltd Not upheldInsuranceDRN-5132701 The complaint Mr K complains that Right Choice Insurance Brokers Ltd (“Right Choice”) failed to provide a premium refund and didn’t respond to his emails in relation to his motor insurance policy. What happened Mr K says he was charged an additional premium when taking out h... (3 pages)View decision -
Decision Reference DRN-5030742
13 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5030742 The complaint Miss K complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam, and would like it to refund her the money she has lost as a result What happened Miss K received a phone call from an individual pr... (3 pages)View decision
