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-5232828
17 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5232828 The complaint Mrs M has complained that Domestic and General Insurance Plc (‘D&G’) declined to replace her freezer under her appliance insurance policy. What happened Mrs M’s freezer unfortunately broke down at the end of September 2024, and she raised a claim with D&am... (4 pages)View decision -
Decision Reference DRN-5221650
17 Jan 2025 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-5221650 The complaint Ms H complains that Aldermore Bank Plc (“Aldermore”) terms weren’t clear about when it paid interest and that it was wrong to deduct penalty interest when she withdrew the funds from her ISA with it. In particular, Ms H says Aldermore didn’t apply interest on t... (3 pages)View decision -
Decision Reference DRN-5239659
17 Jan 2025 Wakam Not upheldInsuranceDRN-5239659 The complaint Mr S is unhappy with the decision made by Wakam following a claim made for damage caused by vandalism under his home insurance policy. What happened Mr S purchased home insurance with Wakam. The policy schedule explained the type of cover Mr S had purchased wa... (3 pages)View decision -
Decision Reference DRN-5094037
17 Jan 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5094037 The complaint Mr B is unhappy Transunion International UK Limited’s website won’t allow him to raise disputes about searches on his credit file. What happened Mr B says an individual who he sold his car to, is making fraudulent applications using his details. As a result of... (4 pages)View decision -
Decision Reference DRN-4984739
17 Jan 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4984739 The complaint Mr M complains through a representative that Motonovo Finance Limited (“Motonovo”) didn’t check to make sure the hire purchase agreement was affordable for him. Mr M’s representative also says that he didn’t receive copies of all the paperwork and the time at ... (6 pages)View decision -
Decision Reference DRN-5211293
17 Jan 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5211293 The complaint Mr R complains that Creation Consumer Finance Ltd (Creation) did not mark his account as defaulted. What happened Mr R had a debt with Creation (and other lenders). He entered a Scottish Debt Arrangement Scheme (DAS) in January 2020. The debt due to Creation wa... (3 pages)View decision -
Decision Reference DRN-5108196
17 Jan 2025 Phoenix Life Limited Not upheldInsuranceDRN-5108196 The complaint Mr C complains about the performance of his investments and the lack of bonuses applied by Phoenix Life Limited, referred to as “Phoenix”. To put things right, Mr C would like the policy values to be brought up to be in line with inflation and terminal bonuses... (6 pages)View decision -
Decision Reference DRN-5237928
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5237928 The complaint Mr A complains that HSBC UK Bank Plc (HSBC) have been unreasonable not to reopen his credit card account on the same interest rate as had previously been applied. What happened Mr A’s credit card account was closed in error in October 2022. HSBC agreed to reope... (2 pages)View decision -
Decision Reference DRN-5265008
17 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5265008 The complaint Mr C complains J.P. Morgan Europe Limited, trading as Chase, blocked and closed his account without explanation. Mr C is also unhappy with how long it took for his funds to be returned. To keep things simple, I will mainly refer to “Chase” in my decision. Mr C ... (2 pages)View decision -
Decision Reference DRN-5243199
17 Jan 2025 Yodelar Investments Limited Not upheldPensions and AnnuitiesDRN-5243199 The complaint Mr A has complained to Yodelar Investments Limited (Yodelar) that the portfolio performance documented in the factsheets doesn’t reflect the performance of the portfolios within which he’s invested. What happened Mr A transferred pension funds of approximately ... (8 pages)View decision
