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 121262 results
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Decision Reference DRN-4325246
29 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4325246 The complaint Mrs S has complained about Aviva Insurance Limited. She isn’t happy about the valuation of her car after it decided to buy her car back after a claim under her motor insurance policy and the service it provided. What happened Mrs S made a claim under her motor ins... (3 pages)View decision -
Decision Reference DRN-4581597
29 Jan 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4581597 The complaint A company which I will refer to as ‘L’ complains that Metro Bank Plc gave them an incorrect information when they made a payment abroad, and that resulted in a financial loss. What happened In April 2023, L had to make a payment to one of its service providers bas... (5 pages)View decision -
Decision Reference DRN-4584816
29 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4584816 The complaint Mr H complained about the level of customer service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened Mr H had his boiler serviced regularly by British Gas under his policy. A month after his service, Mr ... (3 pages)View decision -
Decision Reference DRN-4585777
29 Jan 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4585777 The complaint Mr A complains Nationwide Building Society closed his credit card account without his permission. What happened Mr A’s credit card account was closed in September 2020 without Mr A’s permission, and he did not become aware of this until August 2022 when he contact... (5 pages)View decision -
Decision Reference DRN-4587351
29 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4587351 The complaint Mr M complains that London & Colonial Services Limited (‘L&C’) didn’t undertake sufficient due diligence on the firm, 1 Stop Financial Services, that introduced him to L&C. Mr M also complains that L&C didn’t undertake sufficient due diligence on i... (44 pages)View decision -
Decision Reference DRN-4536290
29 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4536290 The complaint Mr A complains that NewDay Ltd (NewDay) lent to him irresponsibly. What happened Mr A had two credit cards from NewDay – a Marbles card (issued in August 2015) and an Aqua card (issued in June 2017). On each card, he was offered credit limit increases as shown: Cr... (4 pages)View decision -
Decision Reference DRN-4372493
29 Jan 2024 Everyday Lending Limited UpheldConsumer CreditDRN-4372493 The complaint Mr S complains that Everyday Lending Limited trading as Everyday Loans (“EDL”) irresponsibly agreed a loan for him. Mr S has brought his complaint to us via a representative but I will refer to him throughout for simplicity. What happened EDL agreed a loan of £10,... (4 pages)View decision -
Decision Reference DRN-4587142
29 Jan 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4587142 The complaint Mr P complains about Mulsanne Insurance Company Limited’s (Mulsanne) refusal to indemnify him for losses he incurred when driving his father’s car, under his motor insurance policy. All references to Mulsanne include its agents. What happened Mr P was driving his ... (3 pages)View decision -
Decision Reference DRN-4573761
29 Jan 2024 Pepper (UK) Limited UpheldMortgagesDRN-4573761 The complaint Mr and Mrs M’s complaint is about their mortgage account with Pepper (UK) Limited trading as Engage Credit and referred to here as Engage. Mrs M has dealt with the complaint throughout on behalf of herself and Mr M. On 10 January 2024 I issued a jurisdiction decis... (5 pages)View decision -
Decision Reference DRN-4534092
29 Jan 2024 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-4534092 The complaint Mr S complains that Lighthouse Advisory Services Limited (‘Lighthouse’) gave him unsuitable advice to transfer the benefits from his defined benefit (DB) occupational pension scheme to a personal pension but has not provided appropriate redress. Professional repre... (6 pages)View decision
