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 362716 results
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Decision Reference DRN-4732717
4 Dec 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4732717 Complaint Miss T has complained about the quality of a car that First Response Limited (“First Response”) supplied to her through a hire-purchase agreement. Background In December 2023, First Response provided Miss T with finance for a used car. The car was just over seven ... (5 pages)View decision -
Decision Reference DRN-4924016
4 Dec 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4924016 The complaint Miss B complains about the handling of her account by Shop Direct Finance Company Limited trading as very (Shop Direct). What happened On 7 March 2022, Miss B purchased an iPhone 13 from Shop Direct on Buy Now Pay Later terms. Full payment was due by 27 March 2... (3 pages)View decision -
Decision Reference DRN-5156684
4 Dec 2024 Lendable Ltd Not upheldConsumer CreditDRN-5156684 The complaint Mrs P, through a representative, says Lendable Ltd irresponsibly lent to her. What happened Mrs P took out two instalment loans from Lendable. The first, in February 2021, was for £5,500 over 48 months; the monthly repayments were £182.83 and the total repayabl... (3 pages)View decision -
Decision Reference DRN-4974967
4 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4974967 The complaint Mr H has complained, with the help of a professional third party, about the transfer of his personal pension to a small self-administered scheme (‘SSAS’) in July 2014. His personal pension was held with Phoenix Life Limited trading as Standard Life (‘Phoenix’).... (8 pages)View decision -
Decision Reference DRN-5088935
4 Dec 2024 HDI Global Specialty SE Not upheldInsuranceDRN-5088935 The complaint Mr E and Mrs E have complained that HDI Global Specialty SE (HDI) unfairly declined a claim under a home insurance policy. As Mr E mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. What happened Mr E contacted HD... (3 pages)View decision -
Decision Reference DRN-5128142
4 Dec 2024 One Insurance Limited UpheldInsuranceDRN-5128142 The complaint Mr B complains One Insurance Limited (“One”) unfairly cancelled his motor insurance policy and replaced it with a more expensive one. References to One include the actions of its agent(s). What happened The Investigator considered the complaint and recommende... (2 pages)View decision -
Decision Reference DRN-4983618
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4983618 The complaint Mrs I complains that Revolut Ltd (‘Revolut’) won’t reimburse the money she lost when she fell victim to a scam. What happened Mrs I says she saw an advert for an investment with a company I’ll call C on social media. She completed a form to express her interes... (5 pages)View decision -
Decision Reference DRN-4986464
4 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4986464 The complaint Mr C as Trustee of the Mrs O Trust is unhappy that Legal and General Assurance Society Limited (‘L&G’) declined the claim made under a group life insurance policy which Mrs O benefitted from (‘the policy’). Although, Mr C as Trustee of the Mrs O Trust, is ... (3 pages)View decision -
Decision Reference DRN-5164358
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5164358 The complaint Mr T complains that Revolut Ltd did not refund a series of transactions he lost to a scam. What happened Mr T saw an advert online for an investment opportunity, that appeared to be endorsed by a celebrity. He left his details and received a call from a company... (3 pages)View decision -
Decision Reference DRN-5189582
4 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5189582 The complaint Mr P complains Revolut Ltd won’t reimburse over €3,500 that he lost when he fell victim to a scam. What happened Mr P was searching online for a villa to book for a family holiday. He found what he believed was a legitimate listing through a well-known online ... (3 pages)View decision
