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 367928 results
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Decision Reference DRN-5232718
30 Dec 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5232718 The complaint Miss P complains that Loans 2 Go Limited (L2G) irresponsibly lent to her. Miss P is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss P ... (3 pages)View decision -
Decision Reference DRN-5198861
30 Dec 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5198861 The complaint Mr N complains Zurich Insurance Company Ltd unfairly declined his travel insurance claim. Zurich’s been represented by an agent during the claim. For simplicity I’ve referred to the agent’s actions as being Zurich’s own. What happened In June 2024 Mr N was du... (2 pages)View decision -
Decision Reference DRN-5232740
30 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5232740 The complaint Mr A is unhappy that The Royal London Mutual Insurance Society Limited didn’t consider a claim under a life and critical illness policy he had the benefit of. What happened The details of this complaint are well known to both parties, so I won’t repeat them ag... (2 pages)View decision -
Decision Reference DRN-5232724
30 Dec 2024 Moneybarn Limited UpheldConsumer CreditDRN-5232724 The complaint Mr H complains Moneybarn Limited (Moneybarn) supplied him with a car that he believes wasn’t of satisfactory quality. What happened In March 2023, Mr H entered into a 43 month conditional sale agreement for a used van. It’s cash price was £6,790, it was first ... (3 pages)View decision -
Decision Reference DRN-5231023
30 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5231023 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank 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)... (11 pages)View decision -
Decision Reference DRN-5227906
30 Dec 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5227906 The complaint Ms P is represented. Her complaint is that a St. James’s Place Wealth Management Plc (‘SJP’) partner (‘the partner) gave her unsuitable advice, between late 2020 and early 2021, to transfer her Defined Benefits Pension (‘DBP’) into her SJP Retirement Account (... (17 pages)View decision -
Decision Reference DRN-5232612
30 Dec 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5232612 The complaint Mr W complains about the quality of a car supplied to him by MotoNovo Finance Limited (“MotoNovo”). What happened I sent Mr W and MotoNovo my provisional findings on this complaint on 9 December 2024. A copy of that decision is attached and forms part of this f... (5 pages)View decision -
Decision Reference DRN-5208584
30 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5208584 The complaint The estate of Mrs M has complained that Aviva Life & Pensions UK Limited (‘Aviva’) maintained its decision to decline a claim despite further medical evidence being provided. What happened The late Mrs M held a life cover policy, underwritten by Aviva. Sadl... (2 pages)View decision -
Decision Reference DRN-5155207
30 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5155207 The complaint Mr G complains about esure Insurance Limited (esure) declining a claim under his motor insurance policy for damage to his motorhome in bad weather. References to esure include their agents who administer the policy and assess claims. What happened The followi... (5 pages)View decision -
Decision Reference DRN-5232361
30 Dec 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5232361 The complaint Ms B complains that Sainsbury’s Bank Plc didn’t do enough to help her when she told it about a dispute she had with a merchant over goods paid for using her Sainsbury’s credit card. What happened On 20 February 2023 Ms B’s credit card was used to make payment f... (7 pages)View decision
