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-4742870
17 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4742870 The complaint Mr F is complaining about BMW Financial Services (GB) Limited trading as Alphera Financial Services (Alphera). He says they were irresponsible in lending to him as the repayments were unaffordable. What happened In December 2022, Mr F took out a hire purchase agre... (3 pages)View decision -
Decision Reference DRN-4855884
17 Jun 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4855884 The complaint Mr S is unhappy Revolut Ltd won’t reimburse him for the money he lost when he fell victim to a scam. What happened Mr S is represented in this complaint by a solicitor, for simplicity I will refer to Mr S throughout this decision, even when referencing what his re... (10 pages)View decision -
Decision Reference DRN-4823700
16 Jun 2024 Cofunds Limited UpheldInvestmentsDRN-4823700 The complaint Mr J complains that Cofunds Limited (trading as ‘Aegon’) has unreasonably delayed the transfer of his ISA. Mr J considers the compensation it offered him of £25 is insufficient in the circumstances. To resolve his complaint, Mr J believes Aegon ought to pay him sp... (5 pages)View decision -
Decision Reference DRN-4850471
16 Jun 2024 Ace Insurance Services Group Ltd UpheldInsuranceDRN-4850471 The complaint Mr D and Mrs D complain that Ace Insurance Services Group Ltd (“Ace Insurance”) mis-sold them their home insurance policy. Mrs D has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actions taken, or com... (7 pages)View decision -
Decision Reference DRN-4855592
16 Jun 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4855592 The complaint Mrs H complains about irresponsible lending from Capital One (Europe) plc when they made continuous increases to her credit card limit. What happened Mrs H has a Capital One credit card, and her complaint is about the following increases that were applied to her c... (8 pages)View decision -
Decision Reference DRN-4137364
15 Jun 2024 PP Wealth Limited UpheldInvestmentsDRN-4137364 The complaint Miss H complains PP Wealth Limited advised her to invest too much of her cash at too much risk and didn’t take her needs and personal circumstances into account properly when giving her advice for an investment bond, an investment account, an ISA and a pension tra... (21 pages)View decision -
Decision Reference DRN-4855479
15 Jun 2024 Metro Bank PLC UpheldConsumer CreditDRN-4855479 The complaint Mr C complains that Metro Bank PLC trading as RateSetter (“RateSetter”) is holding him liable for the debt on a loan which he says he neither applied for nor consented to. What happened The background to this complaint is well known to both parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-4737084
15 Jun 2024 Cowen Insurance Company Limited UpheldInsuranceDRN-4737084 The complaint Mr B has complained that Cowen Insurance Company Limited declined a claim he made on a travel insurance policy. What happened Mr B had planned a trip for August 2023. His pre-booked itinerary was: Day 1 – travel to a UK airport and stay the night in an airport hot... (3 pages)View decision -
Decision Reference DRN-4805361
14 Jun 2024 Stagemount Limited UpheldConsumer CreditDRN-4805361 The complaint Mr M, through his representative, complains that Stagemount Limited, trading as Quidmarket (“Quidmarket”), lent to him when he was struggling with his finances. What happened Mr M took three loans from Quidmarket with a year’s gap in between loan 1 and loan 2. Loa... (5 pages)View decision -
Decision Reference DRN-4737109
14 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4737109 The complaint Mr and Mrs M complain that AXA Insurance UK Plc (“AXA”) unfairly declined a claim made under their landlord’s buildings and contents insurance policy. What happened Mr and Mrs M made a claim when the electricity supply was disconnected at a rental property they ow... (2 pages)View decision