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 130332 results
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Decision Reference DRN-5051727
7 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5051727 The complaint Mr R has complained about Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer Finance (“Mitsubishi”)’s response to a claim he made under Section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to allegations of an unfair rel... (8 pages)View decision -
Decision Reference DRN-5064422
7 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5064422 The complaint Mr K complains about AXA Insurance UK Plc’s handling and settlement of his home insurance claim. What happened The background to this complaint is complex and is well known to both parties, so I’ll provide only a brief summary here. I’ll concentrate on the issu... (7 pages)View decision -
Decision Reference DRN-4784920
7 Oct 2024 National Westminster Bank Plc UpheldMortgagesDRN-4784920 The complaint This complaint is about a capital repayment mortgage Ms G holds with National Westminster Bank Plc (NatWest). Ms G complains that NatWest misled her into thinking that when it switched her to a new five-year interest rate product, it was at the same time extend... (3 pages)View decision -
Decision Reference DRN-4819121
7 Oct 2024 Nationwide Building Society UpheldMortgagesDRN-4819121 The complaint Miss W’s complaint is about her mortgage account with Nationwide Building Society. The complaint is that when Miss W asked for a six-month interest-only concession under the Mortgage Charter when she had one month left on her 0.87% interest rate product, Natio... (5 pages)View decision -
Decision Reference DRN-5062656
7 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5062656 The complaint Mrs N has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a job-based impersonation scam. What happened I issued my provisional decision (PD) on this complaint in September 2024. An extract of my PD can be found belo... (4 pages)View decision -
Decision Reference DRN-4732126
5 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-4732126 The complaint Miss G complains that U K Insurance Limited trading as Direct Line (“UKI”) asked her to pay a cancellation fee to cancel her policy. What happened Miss G says when her landlord insurance policy was due to renew, she called UKI and explained that the insured pro... (3 pages)View decision -
Decision Reference DRN-5058414
5 Oct 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-5058414 The complaint Mr E complains that Madison CF UK Limited trading as 118 118 was irresponsible when it offered him a credit card account and later increased his credit limit. Mr E brought his complaint via a representative but I will refer to him throughout for simplicity. W... (4 pages)View decision -
Decision Reference DRN-4749595
4 Oct 2024 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-4749595 The complaint Mrs B, through her representative, complains that AvantCredit of UK, LLC (“AvantCredit”) lent to her irresponsibly. What happened Mrs B took four loans with AvantCredit. The first two were approved for her in January 2016 and May 2017. These were considered to ... (4 pages)View decision -
Decision Reference DRN-4996240
4 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4996240 The complaint Mr K complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim on his motor insurance. What happened Mr K had motor insurance with Admiral. His car was involved in an accident in July 2023 and he made a claim on his insurance policy... (2 pages)View decision -
Decision Reference DRN-4904843
4 Oct 2024 Bradgate Financial Solutions Limited UpheldMortgagesDRN-4904843 The complaint Mr E says Bradgate Financial Solutions Limited recommended a mortgage that wasn’t suitable. He had to repay the mortgage within a short period. Mr E asks that Bradgate compensates him for the costs related to taking out and repaying the mortgage. What happened ... (5 pages)View decision