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 120163 results
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Decision Reference DRN-4370148
6 Oct 2023 Shawbrook Bank Limited UpheldMortgagesDRN-4370148 The complaint Mr L and Ms S complain that Shawbrook Bank Limited didn’t allow them to defer their payments to their second charge mortgage in 2020, when it should have done so because of the coronavirus pandemic. What happened Mr L and Ms S have a second charge secured loan wit... (3 pages)View decision -
Decision Reference DRN-4197450
6 Oct 2023 Studio Retail Limited UpheldConsumer CreditDRN-4197450 The complaint Miss S complains that Studio Retail Limited trading as Ace (‘Studio Retail’) irresponsibly gave her a revolving credit account that she couldn’t afford. For simplicity I’ll refer to the revolving credit account as ‘the account’ or ‘the credit account’ in this deci... (3 pages)View decision -
Decision Reference DRN-4232604
6 Oct 2023 Arval UK Limited UpheldConsumer CreditDRN-4232604 The complaint Ms K complains Arval UK Limited (Arval) won’t reimburse her for the cost of repairs for a car that was supplied to her under a hire agreement. What happened In May 2021, Ms K entered into a 36 month hire agreement for a new car. She made an initi... (3 pages)View decision -
Decision Reference DRN-4346462
6 Oct 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4346462 The complaint Miss B complains about Lloyds Bank General Insurance Limited’s handling of her home insurance claim. Lloyds is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Lloyds has accepted it is accountable for ... (5 pages)View decision -
Decision Reference DRN-4299100
6 Oct 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4299100 The complaint Mrs H complains that a used car she acquired with finance provided by N.I.I.B. Group Limited (trading as Northridge Finance) is of unsatisfactory quality and she wants to reject it and receive a refund. What happened Mrs H acquired this car with a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-4242492
6 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4242492 The complaint Mr S has complained about his previous motor insurer Admiral Insurance (Gibraltar) Limited because it duplicated a claim record which affected the renewal premium it offered, causing Mr S to take insurance elsewhere. What happened Mr S was involved in an accident ... (3 pages)View decision -
Decision Reference DRN-4342118
6 Oct 2023 AWP P&C SA UpheldInsuranceDRN-4342118 The complaint Ms T is unhappy with the way in which AWP P&C SA (‘AWP’) handled a claim made under her travel insurance policy (‘the policy’). All reference to AWP includes its medical assistance team. What happened Whilst abroad in 2021 – on an extended trip - Ms T suffered... (4 pages)View decision -
Decision Reference DRN-4018781
6 Oct 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4018781 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money allowed fraud to occur on his account, which had a knock-on effect on his credit file. What happened In May 2022, the details on Mr B’s Virgin Money credit card account were changed. Virgin Money has ... (2 pages)View decision -
Decision Reference DRN-4377424
6 Oct 2023 QIC Europe Ltd UpheldInsuranceDRN-4377424 The complaint Ms K complains about the delays in QIC Europe Ltd dealing with a claim for fire damage on her home insurance policy. What happened In March 2022, Ms K was woken up during the night by a neighbour banging on her front door. Ms K’s next door neighbour’s house was on... (3 pages)View decision -
Decision Reference DRN-4383302
6 Oct 2023 ITI Capital Limited UpheldInvestmentsDRN-4383302 The complaint Mr K complains about the way ITI Capital Limited have administered his share dealing account. He has encountered problems with the transfer of his account. He has also raised concerns about how a name change on his account was handled and the way he has been commu... (3 pages)View decision
