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 364862 results
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Decision Reference DRN-5273704
6 Feb 2025 Forester Life Limited Not upheldInsuranceDRN-5273704 The complaint Mr H complains that Forester Life Limited increased the premium on a whole of life policy he took out in 1987. He complains that he was told in June 2020 that the premiums would substantially increase from 2020 to 2039 and that by the end he would’ve paid more ... (7 pages)View decision -
Decision Reference DRN-5260424
6 Feb 2025 Black Horse Limited Not upheldConsumer CreditDRN-5260424 The complaint Mr B is unhappy that a car supplied to him under a hire purchase agreement with Black Horse Limited trading as Jaguar Financial Services (‘Black Horse’) was of an unsatisfactory quality. What happened In June 2023, Mr B was supplied with a new car through a hi... (3 pages)View decision -
Decision Reference DRN-5299171
6 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5299171 The complaint Mr S complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by making deductions from a redress offer it made to him in relation to finance it had provided to purchase a timeshare product... (3 pages)View decision -
Decision Reference DRN-5248874
6 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5248874 The complaint Ms B’s complaint is about an increase in her Royal & Sun Alliance Insurance Limited (‘RSA’) pet insurance policy premium from £1,347 to around £2,461. Ms B feels this is unfair. What happened Ms B took out a lifetime pet insurance policy with RSA in 2009 wh... (3 pages)View decision -
Decision Reference DRN-5259251
6 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5259251 The complaint Miss C complains that she received poor service from National Westminster Bank Plc when she reported misuse of her credit card. She would like to be paid more compensation. What happened Miss C raised a claim with NatWest on 29 July 2024 regarding unauthorised... (3 pages)View decision -
Decision Reference DRN-5295418
6 Feb 2025 OneSavings Bank Plc Not upheldBanking and PaymentsDRN-5295418 The complaint Mr E complains that OneSavings Bank Plc trading as Kent Reliance didn’t transfer his ISA to one with a higher interest rate upon maturity. What happened Mr E’s ISA was due to mature in September 2024. Kent Reliance wrote to him two weeks before maturity, settin... (3 pages)View decision -
Decision Reference DRN-5207092
6 Feb 2025 KGM Underwriting Services Limited Not upheldInsuranceDRN-5207092 The complaint Mr S complains KGM Underwriting Services Limited trading as KGM Motor didn’t handle a claim against his commercial motor insurance policy fairly. What happened Mr S was involved in a motor incident. KGM Motor accepted the claim. Mr S complains KGM Motor didn’t... (2 pages)View decision -
Decision Reference DRN-5228543
6 Feb 2025 Lendable Ltd UpheldConsumer CreditDRN-5228543 The complaint Mrs W complains that Lendable Ltd gave her two loans without properly checking if they were affordable. What happened In October 2019, Mrs W took out a loan with Lendable (loan 1). The loan was for a total of £4,000 with a loan fee of £280 added to the balance.... (3 pages)View decision -
Decision Reference DRN-5256446
6 Feb 2025 Nationwide Building Society UpheldInsuranceDRN-5256446 The complaint Mr and Mrs P are unhappy that Nationwide Building Society mis-sold them a number of personal protection insurance policies. What happened I issued my provisional decision in December 2024 explaining why I was intending to partially uphold this complaint, an extra... (6 pages)View decision -
Decision Reference DRN-5194536
6 Feb 2025 Credit Style Limited UpheldConsumer CreditDRN-5194536 The complaint Mr M complains Credit Style Limited (CSL) made errors when collecting an outstanding debt for his car finance which led to him losing his right to voluntarily terminate (VT) the agreement. Mr M’s also unhappy with CSL’s customer service. What happened Mr M has... (2 pages)View decision
