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 125400 results
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Decision Reference DRN-5098362
23 Oct 2024 UK Mortgage Lending Ltd UpheldMortgagesDRN-5098362 The complaint Mr and Mrs G complain that UK Mortgage Lending Limited trading as Pepper Money gave them a loan that was unaffordable and would not give them a new concessionary interest rate. What happened In 2018, Mr and Mrs G took out a secured second charge loan with Optim... (7 pages)View decision -
Decision Reference DRN-5099750
23 Oct 2024 Nelson Insurance Company Ltd UpheldInsuranceDRN-5099750 The complaint Mr C complains about the settlement he’s been offered by Nelson Insurance Company Ltd (Nelson) after making a claim under his hire and reward commercial motor insurance policy. What happened Mr C is a chauffeur, and his vehicle is insured under a hire and rewa... (4 pages)View decision -
Decision Reference DRN-4755341
23 Oct 2024 Quilter Wealth Ltd UpheldPensions and AnnuitiesDRN-4755341 The complaint Miss M is unhappy with delays she says Quilter Wealth Ltd (Quilter) caused during the transfer of her pension. What happened Miss M was approaching retirement age and had some pensions that she wanted some advice on. One of those pensions was a final salary oc... (7 pages)View decision -
Decision Reference DRN-5096893
23 Oct 2024 One Call Insurance Services Limited UpheldInsuranceDRN-5096893 The complaint Mr V complains that a price quoted by One Call Insurance Services Limited to add a car to a motor insurance policy was higher than advertised. What happened Mr V held a motor insurance policy arranged by One Call. He contacted One Call, referring to an offer in... (3 pages)View decision -
Decision Reference DRN-5065206
23 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5065206 The complaint Miss C complains about esure Insurance Limited trading as esure (“EIL”) and the way they’ve handled the recovery of a claim she made on her motor insurance policy. Miss C also complains about EIL’s lack of communication, and the impact caused to her insurance p... (4 pages)View decision -
Decision Reference DRN-5097920
23 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5097920 The complaint G has complained about the impact of the poor repairs to its van following a claim under its motor insurance policy. It has also complained that the van suffered mechanical damage as a result of it being stationary for a period of time while it was in for repai... (2 pages)View decision -
Decision Reference DRN-5096756
23 Oct 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5096756 The complaint Mr R complains about Accredited insurance (Europe) Ltd’s (Accredited) decision to decline liability following a claim made against his commercial motor insurance policy. Any references to Accredited include its agents. What happened In April 2022, Mr R was in... (4 pages)View decision -
Decision Reference DRN-4960892
23 Oct 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4960892 The complaint Miss G complains that Stellantis Financial Services UK Limited trading as Vauxhall Finance (Vauxhall) recorded incorrect information on her credit file which impacted her ability to obtain credit elsewhere. What happened In July 2020, Miss G entered into a Hire... (3 pages)View decision -
Decision Reference DRN-5098821
23 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5098821 The complaint Mrs P complains about a credit agreement she took out with Creation Consumer Finance Ltd in relation to some home energy improvements. More specifically, that Creation did not accept her claims under s.75 and s.140A of the Consumer Credit Act. What happened In ... (9 pages)View decision -
Decision Reference DRN-4981596
23 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4981596 The complaint A charity which I’ll call ‘H’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on H’s behalf by one of its trustees, Ms W. She is represented by Ms N, so for ease, I’ll refer to Ms N through... (4 pages)View decision
