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 119790 results
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Decision Reference DRN-4386764
2 Nov 2023 Saga Services Limited UpheldInsuranceDRN-4386764 The complaint Mr and Mrs C complain about how Saga Services Limited handled their claim on their home emergency policy. What happened Mr and Mrs C had a home emergency policy that they bought through Saga. When they initially took it out, it came with an endorsement that provid... (3 pages)View decision -
Decision Reference DRN-4429124
2 Nov 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4429124 The complaint Mr V complains about the quality of a car he acquired under a hire purchase agreement with Marsh Finance Ltd (Marsh). When I refer to what Mr V has said and what Marsh have said, it should also be taken to include things said on their behalf. What happened In Nove... (5 pages)View decision -
Decision Reference DRN-4214566
2 Nov 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4214566 The complaint Ms C complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with loans without carrying out proportionate checks. What happened Ms C was granted four loans and I’ve outlined her borrowing history in the table below. loan n... (5 pages)View decision -
Decision Reference DRN-4433570
2 Nov 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4433570 The complaint Mr and Mrs B complain that Lloyds Bank PLC (Lloyds) won’t refund the money they lost when they fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. Instead, I’ll summarise the key... (8 pages)View decision -
Decision Reference DRN-4369276
2 Nov 2023 First Central Insurance Management Limited UpheldInsuranceDRN-4369276 The complaint Mr G and Miss T complain about an error made by First Central Insurance Management Limited in the administration of their car insurance policy What happened Mr G and Miss T have car insurance arranged and administered by First Central. The policy is actually under... (3 pages)View decision -
Decision Reference DRN-3945925
2 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3945925 The complaint A company which I’ll refer to as ‘D’ complains that Santander UK Plc treated them unfairly when they’d needed financial assistance and also provided incorrect information about their complaint to this service. The complaint is brought on D’s behalf by their direc... (4 pages)View decision -
Decision Reference DRN-4383573
2 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4383573 The complaint Mr C complains about Creation Consumer Finance Ltd’s decision to decline his claim for compensation, under section 75 of the Consumer Credit Act 1974, about a pair of fitted bookcases. What happened In April 2022 Mr C ordered two bespoke fitted bookcases from a th... (3 pages)View decision -
Decision Reference DRN-4429767
2 Nov 2023 Quidie Limited UpheldConsumer CreditDRN-4429767 The complaint Mr J complains Quidie Limited trading as Fernovo (“Quidie”) provided him with a loan which wasn’t affordable. What happened Mr J was granted one loan on 28 August 2018 for £400. Mr J was due to make four instalments of £168.49 and Mr J repaid the loan on 24 Decemb... (5 pages)View decision -
Decision Reference DRN-4410708
2 Nov 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4410708 The complaint Mr and Mrs G complain Lloyds Bank General Insurance Limited unfairly refused to pay them alternative accommodation costs as part of their home insurance claim. Lloyds has been represented by agents for the claim. For simplicity I’ve generally referred to the agent... (3 pages)View decision -
Decision Reference DRN-3634031
2 Nov 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3634031 The complaint Mr T complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financi... (11 pages)View decision
