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-4742743
9 Aug 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4742743 The complaint Mr S complains about the quality of a car supplied to him by Secure Trust Bank Plc trading as V12 Vehicle Finance (“STB”) under a hire purchase agreement (“agreement”). What happened In May 2023 Mr S entered into an agreement with STB for a used car costing £14... (3 pages)View decision -
Decision Reference DRN-4948991
9 Aug 2024 Klarna Bank AB (publ) UpheldConsumer CreditDRN-4948991 The complaint Mr B says Klarna Bank AB (publ) (“Klarna”) calculated the balance due incorrectly when he settled his loan early. He also says they failed to respond promptly. What happened I issued my provisional decision on this complaint earlier this month. An extract from ... (2 pages)View decision -
Decision Reference DRN-4956684
9 Aug 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4956684 The complaint Mr X complains that London & Colonial Services Limited (‘L&C’) didn’t undertake sufficient due diligence on a regulated advisory firm who I will refer to as ‘Firm A’ – Firm A advised Mr X to transfer his previous pension plan to a L&C self-invested ... (45 pages)View decision -
Decision Reference DRN-4955629
9 Aug 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4955629 The complaint Mr B has complained about the liability decision Haven Insurance Company Limited made on a claim made on his taxi insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full detail here.... (3 pages)View decision -
Decision Reference DRN-4722823
9 Aug 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4722823 The complaint Mr D complains about the quality of a car he has been financing through an agreement with Zopa Bank Limited (Zopa). What happened Mr D took receipt of a used car in April 2023. The car was about nine years old and had already completed about 95,000 miles. Mr D ... (3 pages)View decision -
Decision Reference DRN-4782355
9 Aug 2024 Waltons Insurance Brokers Limited UpheldInsuranceDRN-4782355 The complaint D complains Waltons Insurance Brokers Limited treated it unfairly when arranging structural defects insurance. D is a limited company. It’s been represented for the complaint by a company director. What happened D was developing a property. Waltons arranged a... (4 pages)View decision -
Decision Reference DRN-4927399
9 Aug 2024 Zurich Assurance Ltd UpheldInsuranceDRN-4927399 The complaint Ms B is unhappy that Zurich Assurance Limited cancelled her life insurance policy (‘the policy’) after she missed paying her monthly premiums, in full, for consecutive months. What happened Zurich cancelled the policy in April 2023 because it said Ms B hadn’t ... (5 pages)View decision -
Decision Reference DRN-4852422
9 Aug 2024 ReAssure Life Limited UpheldInsuranceDRN-4852422 The complaint Mr D is unhappy that ReAssure Life Limited reduced the monthly benefit he was receiving under an income protection policy, and also stopped covering the waiver of premium benefit. What happened The details of this complaint are well known to both parties, so I... (2 pages)View decision -
Decision Reference DRN-4750307
8 Aug 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-4750307 The complaint Miss C complains that North Edinburgh and Castle Credit Union Limited t/a Castle Community Bank (“CCB”) lent to her when she was not able to afford it and did not carry out the correct checks before lending. Miss C wants the whole debt written off and for her c... (5 pages)View decision -
Decision Reference DRN-4831989
8 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4831989 The complaint Mr B has complained that when he transferred money from an account he held with a third- party payment provider, Barclays Bank UK Plc (“Barclays”) didn’t credit the money to his account. What happened Mr B made the following payments from an account held with ... (4 pages)View decision