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 121479 results
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Decision Reference DRN-4541542
16 Jan 2024 Nationwide Building Society UpheldConsumer CreditDRN-4541542 The complaint Mr S and Ms S complain that Nationwide Building Society was irresponsible to lend to them. What happened Mr S and Ms S were approved for the following loan from Nationwide in March 2021: Loan Date Amount Term Repayment Due 1 4 Mar 2021 £10,000 84m £180.46 4 Mar 20... (3 pages)View decision -
Decision Reference DRN-4542143
16 Jan 2024 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-4542143 The complaint The estate of Mrs B complains about poor service from Co-op Funeral Plans Limited after Mrs B died and her family sought to arrange her funeral. The estate is represented by Mrs B’s daughter, Miss B. What happened In brief summary, Mrs B had a pre-paid funeral pl... (3 pages)View decision -
Decision Reference DRN-4414494
16 Jan 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4414494 The complaint Mrs F complains that a car acquired with finance from Blue Motor Finance Ltd (“BMF”) wasn’t of satisfactory quality. What happened In May 2022 Mrs F was supplied with a car and entered into a hire purchase agreement with BMF. The cash price of the car was £19,500.... (4 pages)View decision -
Decision Reference DRN-4321568
16 Jan 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4321568 The complaint Mr W complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-4518295
16 Jan 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4518295 The complaint Ms G complains about Accredited Insurance (Europe) Limited’s (Accredited) handling of her claim, under her home insurance policy. What happened Ms G had a leak at her home. She instructed a trace and access contractor and paid for the leak to be repaired. After wh... (3 pages)View decision -
Decision Reference DRN-4460604
16 Jan 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4460604 The complaint Mr L has complained about Accredited Insurance (Europe) Ltd. He isn’t happy about the way it dealt with a claim under his motor insurance policy. For ease of reading any reference to Accredited includes its agents. What happened Mr L was involved in an accident an... (2 pages)View decision -
Decision Reference DRN-4423353
16 Jan 2024 eToro Money UK Ltd UpheldBanking and PaymentsDRN-4423353 The complaint Mr T complains that eToro Money UK Ltd, trading as eToro Money, was unsuccessful in its pursuit of his chargeback claim about some NFTs. What happened Between January and August 2022 Mr T bought 85 digital non-fungible tokens (“NFTs”) and paid for them with his eT... (4 pages)View decision -
Decision Reference DRN-4558221
16 Jan 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4558221 The complaint Mr M complains that American Express Services Europe Limited (AESEL) has provided him with poor service on a number of occasions. What happened Mr M says AESEL has provided him poor customer service on a number of occasions including his queries about his AESEL ca... (3 pages)View decision -
Decision Reference DRN-4504770
16 Jan 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4504770 The complaint Mr B is unhappy with the service he received from Inter Partner Assistance SA when he made a claim on his travel insurance policy. Mr B is represented but I’ll refer to all representations as made by him. What happened Mr B was on holiday with his wife, the late M... (3 pages)View decision -
Decision Reference DRN-4560710
16 Jan 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4560710 The complaint Mr B complains that Scottish Widows Limited reduced the amount of information available to him when using their online system. And they delayed sending him information when he requested it. What happened Mr B holds a pension with Scottish Widows which he accesses ... (3 pages)View decision
