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 125299 results
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Decision Reference DRN-4973420
11 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-4973420 The complaint Mrs and Mr K have complained about the settlememt offered and the service provided by esure Insurance Limited (‘esure’) under their home insurance policy. For the avoidance of doubt, the term ‘esure’ includes reference to its agents, surveyors and loss adjuster... (3 pages)View decision -
Decision Reference DRN-4822687
11 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4822687 The complaint Mr D complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). What happened Mr D took receipt of a used car in December 2022. He financed the deal through an agreement with Startline. In e... (3 pages)View decision -
Decision Reference DRN-5070225
11 Oct 2024 Fairstone Financial Management Limited UpheldPensions and AnnuitiesDRN-5070225 The complaint Mrs M complains that information provided to her by Fairstone Financial Management Limited (“Fairstone”) about her pension savings was incorrect. What happened I issued a provisional decision on this complaint last month. In that decision I explained why I thou... (4 pages)View decision -
Decision Reference DRN-5022330
11 Oct 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5022330 The complaint Mr G has complained about the service provided by Assurant General Insurance Limited in relation to a claim made under his mobile phone insurance policy. What happened In February 2024, Mr G contacted Assurant to make a claim as his phone was faulty (the power ... (3 pages)View decision -
Decision Reference DRN-5075432
11 Oct 2024 London Community Credit Union Limited UpheldBanking and PaymentsDRN-5075432 The complaint Mr B complains that London Community Credit Union Limited (LCCU) haven’t refunded the £2 payment fee they agreed to refund. What happened Mr B contacted LCCU and asked them to close his account. The relevant forms were sent to Mr B and he completed and returne... (2 pages)View decision -
Decision Reference DRN-5070791
11 Oct 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5070791 The complaint Mr H complains about a credit card block applied by Clydesdale Bank Plc trading as Virgin Money. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr H has told us that he moved to the UK ... (4 pages)View decision -
Decision Reference DRN-5066972
11 Oct 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-5066972 The complaint Mr M complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) irresponsibly lent to him when he couldn’t afford to make the repayments. What happened Mr M was granted 10 loans and a summary of his borrowing can be found below. loan ... (8 pages)View decision -
Decision Reference DRN-5045074
11 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5045074 The complaint A company which I will refer to as ‘H’ complains that Barclays Bank UK Plc is acting unfairly by refusing to refund the loss H suffered due to fraudulent transactions on the accounts it has with the bank. Section A: What happened H is a care home business pro... (30 pages)View decision -
Decision Reference DRN-4755314
11 Oct 2024 Advance Mortgage Funding Ltd UpheldMortgagesDRN-4755314 The complaint Mr and Mrs M are unhappy with the way in which they were treated by Advance Mortgage Funding Ltd trading as PRIMIS Mortgage Network. They believe they’ve ended up paying more on their mortgage because of this. What happened Mr and Mrs M held a mortgage with a l... (10 pages)View decision -
Decision Reference DRN-5053327
11 Oct 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5053327 The complaint Mr A and Mr K are unhappy with what DAS Legal Expenses Insurance Company Limited did after they made a claim on their legal expenses insurance policy. Although the policy is in joint names, as the complaint has been brought by Mr A for ease I’ll refer to him in... (4 pages)View decision
