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 128312 results
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Decision Reference DRN-4959728
12 Aug 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4959728 Complaint Mr P has complained about loans Loans 2 Go Limited (“L2G”) provided to him. He says the loans were unaffordable and so shouldn’t have been provided to him. Background L2G initially provided Mr P with a loan for £300 in May 2020. However, Mr M repaid this loan in f... (3 pages)View decision -
Decision Reference DRN-4813726
11 Aug 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4813726 The complaint Mr E complains that The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) unfairly declined a claim for subsidence damage. What happened In 2020, Mr E took out a home insurance policy with NFU. He’d owned the property for some time and he’d had i... (3 pages)View decision -
Decision Reference DRN-4856725
10 Aug 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4856725 The complaint Miss J complains that PayPal UK Ltd irresponsibly allowed her to open a credit account which was unaffordable. What happened Miss J says she opened the PayPal account in July 2021 but at the time was heavily in debt. She says insufficient checks were carried ou... (2 pages)View decision -
Decision Reference DRN-4956313
10 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4956313 The complaint Mr A complains that NewDay Ltd trading as Aqua was irresponsible when it offered him two credit card accounts. Mr A has brought his complaint to us via a representative but I’ll refer to him throughout for simplicity. What happened NewDay opened a credit car... (4 pages)View decision -
Decision Reference DRN-4941443
9 Aug 2024 Santander UK Plc UpheldMortgagesDRN-4941443 The complaint Mrs D complains about the poor service she received from Santander UK Plc in connection with her mortgage. What happened Mrs D held a mortgage with Santander in joint names with her ex-husband. Mrs D wanted to re-mortgage to another lender. The new mortgage was... (4 pages)View decision -
Decision Reference DRN-4839406
9 Aug 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4839406 The complaint Mrs P complains about the settlement that Acromas Insurance Company Limited offered her for the total loss of her car following a claim made on her motor insurance policy. What happened Mrs P’s car was damaged in an accident, and she made a claim on her policy... (2 pages)View decision -
Decision Reference DRN-4958779
9 Aug 2024 Protector Insurance UK UpheldInsuranceDRN-4958779 The complaint Miss H has complained about how Protector Insurance UK (Protector) dealt with a claim under a block insurance policy. References to Protector include companies and contractors acting on its behalf. What happened Miss H made a claim when water entered her prop... (6 pages)View decision -
Decision Reference DRN-4839598
9 Aug 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-4839598 The complaint Mr M complains that Arthur J. Gallagher Insurance Brokers Limited (“AJG”) recommended an unsuitable insurance policy, which led to a declined claim. What happened Mr M held a Property Owner’s policy for a rental property, in which there were two tenants cohabit... (3 pages)View decision -
Decision Reference DRN-4942976
9 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4942976 The complaint Miss E complains that Santander UK Plc (Santander) won’t refund money she lost in a jobs scam. What happened What Miss E says: Miss E was looking to earn extra money to pay living costs and generate a second income. She was approached on social media in August ... (4 pages)View decision -
Decision Reference DRN-4957376
9 Aug 2024 Audley Wealth Limited UpheldPensions and AnnuitiesDRN-4957376 The complaint Mr R has complained that Audley Wealth Limited didn’t advise him to begin taking his defined benefits from his occupational pension scheme (OPS) after he was made redundant in December 2021. What happened On 1 February 2022, Mr R met with Audley Wealth to discu... (5 pages)View decision