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-4961072
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4961072 The complaint Miss D is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing her with a credit card she couldn’t afford and going on to increase the limit. What happened In June 2017, Miss D o... (4 pages)View decision -
Decision Reference DRN-5079981
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5079981 The complaint Mr H complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr H is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr H himself. What ... (4 pages)View decision -
Decision Reference DRN-5013675
21 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5013675 The complaint Mr A has complained Lloyds Bank plc won’t refund him for cash machine withdrawals he didn’t make. What happened On 1 February Mr A went to a cash machine but before he could make his request to withdraw cash, his card appeared to have been retained by the machi... (2 pages)View decision -
Decision Reference DRN-4940117
21 Oct 2024 First Central Underwriting Limited UpheldInsuranceDRN-4940117 The complaint Mr D complains about the settlement that First Central Underwriting Limited offered him for the total loss of his car following a claim made on his motor insurance policy. He’s also unhappy with its delays in settling the claim and wants compensation for the co... (3 pages)View decision -
Decision Reference DRN-5000521
21 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5000521 The complaint Mr B complains about how esure Insurance Limited (“esure”) handled his claim when his car was damaged. When I mention esure I also mean its suppliers and repairers. What happened Mr B had a motor insurance policy with esure covering his car. In September 2023 h... (3 pages)View decision -
Decision Reference DRN-5094318
21 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5094318 The complaint Mr H has complained about Creation Consumer Finance Ltd (“Creation”) response to a claim he 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 140.A (‘... (8 pages)View decision -
Decision Reference DRN-4897537
21 Oct 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4897537 The complaint Mr and Mrs B complain about the decline of their accidental damage claim under their home insurance policy with Advantage Insurance Company Limited (‘Advantage’). Although this was a joint policy, as Mr B has primarily been dealing with the claim and complaint ... (3 pages)View decision -
Decision Reference DRN-5091012
21 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5091012 The complaint and what happened Mr P has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he 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 acco... (6 pages)View decision -
Decision Reference DRN-5056678
21 Oct 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5056678 The complaint Mrs G complains that Shawbrook Bank Limited was unhelpful in its handling of her offer to settle her loan account and was intrusive in its requests for information. What happened In 2023 Mrs G lost her job and faced financial difficulties. She spoke with Shawbr... (3 pages)View decision -
Decision Reference DRN-5094160
21 Oct 2024 Southern Pacific Mortgage Limited UpheldMortgagesDRN-5094160 The complaint Mr O complains that Southern Pacific Mortgage Limited (SPML) is recording inaccurate information about him on his credit file. What happened In 2005, Mr O took out an interest only mortgage with SPML. The mortgage is in joint names with his now ex-partner. The ... (3 pages)View decision
