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 120799 results
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Decision Reference DRN-4707427
3 Jun 2024 Fairscore Ltd UpheldConsumer CreditDRN-4707427 The complaint Mr B complains about Fairscore Ltd’s, trading as Updraft, three lending decisions which he believes were irresponsible. What happened Mr B took out the following three loans with Updraft: Loan 1 o£5,000 in October 2020 oRequiring 35 monthly repayments of £182.37 ... (3 pages)View decision -
Decision Reference DRN-4804886
3 Jun 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4804886 The complaint Ms B complains Advanced Payment Solutions Limited, trading as Cashplus (“Cashplus”) blocked and closed her account - and that it withheld her funds. Ms B says Cashplus’ actions have caused her substantive distress and inconvenience. What happened The details of th... (3 pages)View decision -
Decision Reference DRN-4830381
3 Jun 2024 Lendable Ltd UpheldConsumer CreditDRN-4830381 The complaint Mr Y says Lendable Ltd irresponsibly lent to him. What happened Mr Y took out an 18-month loan for £2,000 in February 2023. The monthly repayments were £144.40. Mr Y says the loan was also unaffordable. Better checks should have been made to assess his circumstanc... (3 pages)View decision -
Decision Reference DRN-4740084
3 Jun 2024 Metro Bank PLC UpheldConsumer CreditDRN-4740084 The complaint Mr C, through his representative, complains that Metro Bank PLC trading as RateSetter Lenders (RateSetter) lent to him but failed to conduct proportionate checks at that time and could have done more before providing the funds. What happened Mr C took one loan fro... (4 pages)View decision -
Decision Reference DRN-4591278
3 Jun 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4591278 The complaint Mr V’s representative has complained, on his behalf, about advice he was given by Braemar Financial Planning (now Sesame Limited) to transfer his occupational pension scheme (OPS) defined benefits to a “Section 32” buyout policy. What happened The ombudsman who de... (8 pages)View decision -
Decision Reference DRN-4830909
3 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4830909 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited (Admiral) has declined to reimburse a cost he incurred following a car insurance claim. What happened Mr S’ car was damaged in an accident, so a claim was made to Admiral, his car insurer. Ultimately it too... (3 pages)View decision -
Decision Reference DRN-4583482
3 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4583482 The complaint Ms P is unhappy with how Clydesdale Bank Plc trading as Virgin Money handled a quality of goods claim she made to them. What happened Ms P purchased a door from a supplier I shall call “W” in September 2022 and arranged for it to be fitted. She noted that there we... (4 pages)View decision -
Decision Reference DRN-4541206
3 Jun 2024 IG Markets Limited UpheldInvestmentsDRN-4541206 The complaint Mr K complains that IG Markets Limited (‘IG’) acted unfairly by not following the Financial Conduct Authority’s (FCA) negative balance protection rule on his contracts for difference (CFD) account following a margin call. He also states that the margin call IG mad... (5 pages)View decision -
Decision Reference DRN-3921411
3 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3921411 The complaint Miss M has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (... (7 pages)View decision -
Decision Reference DRN-4827921
3 Jun 2024 Zurich Insurance PLC UpheldInsuranceDRN-4827921 The complaint Mr C and Ms R complain about the way that Zurich Insurance PLC has handled a claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ev... (5 pages)View decision
