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-4800895
16 May 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-4800895 The complaint Ms K complains that a used car she acquired under a hire purchase agreement (HPA) from Advantage Finance Ltd (“Advantage”) is of unsatisfactory quality. Ms K is represented by a third party but I’ll refer to everything that’s been said on her behalf as if she said... (5 pages)View decision -
Decision Reference DRN-4801312
16 May 2024 Fleet Mortgages Ltd UpheldMortgagesDRN-4801312 The complaint S – a limited company - complains about two mortgage applications it made with Fleet Mortgages Ltd. It is unhappy with how the applications have been handled and the mis- information it was given. What happened There are two properties in question here, Flat 1 and... (5 pages)View decision -
Decision Reference DRN-4801203
16 May 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4801203 The complaint Mr G complains about delays opening an Inherited ISA with National Savings and Investments (NSI). What happened Mr G’s wife sadly died on 5 December 2022. She had an ISA with another bank (which I will call ‘bank A’). The balance was £71,414.22. Under the ISA inhe... (9 pages)View decision -
Decision Reference DRN-4800955
16 May 2024 Gain Credit LLC UpheldConsumer CreditDRN-4800955 The complaint Mr O complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) failed to conduct proportionate affordability checks before it lent to him. What happened A summary of Mr O’s borrowing can be found in the table below. loan number loan amount agreem... (5 pages)View decision -
Decision Reference DRN-4795898
16 May 2024 Oakbrook Finance Limited UpheldConsumer CreditDRN-4795898 The complaint Ms K, through a representative, says Oakbrook Finance Limited lent to her irresponsibly. What happened Ms K took out two loans from Oakbrook Finance. A summary of her borrowing follows, Ms K settled loan 1 early in September 2021: loan taken out value, £ term in m... (3 pages)View decision -
Decision Reference DRN-4774191
16 May 2024 Savvy Loan Products Limited UpheldConsumer CreditDRN-4774191 The complaint Mr M complains through a representative that Savvy Loan Products Limited trading as Tick Tock Loans (“Tick Tock”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr M’s borrowing can be found in the table below. loan... (5 pages)View decision -
Decision Reference DRN-4774582
16 May 2024 Insurance Factory Ltd UpheldInsuranceDRN-4774582 The complaint Ms K has complained Insurance Factory Ltd trading as Petwise (“IFL”) didn’t give her enough information about her future premiums when it sold her a pet insurance policy in 2022. What happened IFL sold Ms K a ‘lifetime’ pet policy for her dog in October 2022. At t... (3 pages)View decision -
Decision Reference DRN-4659239
16 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4659239 The complaint Mr P complains AXA Insurance UK Plc’s charged him unfair property insurance premiums. What happened In May 2020 Mr P took out an AXA property insurance policy for a rental property he owns. He was charged a premium of £596. In August 2020 he claimed under the poli... (5 pages)View decision -
Decision Reference DRN-4765439
16 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4765439 The complaint Mr L says Clydesdale Bank Plc, trading as Virgin Money, irresponsibly lent to him. What happened Mr L took out a credit card from Virgin Money on 6 September 2020. He was allocated a limit of £15,600. He transferred a balance of £13,291 on a promotional interest r... (4 pages)View decision -
Decision Reference DRN-4800893
15 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4800893 The complaint Mr A complains about Lloyds Bank PLC services whilst he was overseas including the blocking of his debit card. What happened Mr A went on a special long haul family holiday to Country A and his complaint is about the following: Strand 1 – Lloyds said his debit car... (6 pages)View decision
