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 128535 results
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Decision Reference DRN-4550190
6 Jun 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4550190 The complaint Mr R complains about the quality of a car he acquired through a hire purchase agreement financed by N.I.I.B Group Limited trading as Northridge Finance (Northridge). What happened In March 2023 Mr R acquired a used car through a hire purchase agreement financed by... (3 pages)View decision -
Decision Reference DRN-4748679
6 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748679 The complaint Mr A complains that Monzo Bank Ltd (“Monzo”) won’t refund him a payment made from his current account as the result of a scam. What happened In April 2023, Mr A was involved in a scam. He was persuaded to send £3,500 from his Monzo account to someone who purported... (5 pages)View decision -
Decision Reference DRN-4837345
6 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4837345 The complaint Mrs G complains that Mortgage Agency Services Number Five Limited (MAS5): Unfairly increased the interest rate on her mortgage. Charged a different standard variable rate (SVR) than other companies in the same group. Would not offer her a new interest rate prod... (8 pages)View decision -
Decision Reference DRN-4719970
6 Jun 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4719970 The complaint Mr H complains that Loans 2 Go Limited (L2Go) failed to respond to his request to repay loan funds within the cooling off period. What happened On 21 February 2023 Mr H successfully applied for a loan with L2Go for £1,000 with repayments of £205.56 due every four ... (3 pages)View decision -
Decision Reference DRN-4837071
6 Jun 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4837071 The complaint Ms F and Mrs R complain that Great Lakes Insurance SE has unfairly refused to pay a claim in full under their residential property owner insurance policy. Where I refer to Great Lakes, this includes the actions of its agents and claims handlers for which it takes ... (5 pages)View decision -
Decision Reference DRN-4826371
6 Jun 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4826371 The complaint Mr C complains that American Express Services Europe Limited (AESEL) withdrew his account, and provided unclear information about its & # & * + What happened Mr C held a charge card with American Express Services Europe Limited (AESEL) (AmEx... (4 pages)View decision -
Decision Reference DRN-4081568
6 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4081568 The complaint Mr O has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Ac... (5 pages)View decision -
Decision Reference DRN-4838232
6 Jun 2024 Topaz Finance Limited UpheldMortgagesDRN-4838232 The complaint Mr M complains that Topaz Finance Limited trading as Hyalite Mortgages is asking him to repay a shortfall debt which remains after the sale of his mortgaged property was used to pay off the rest of the debt. Mr M set out why he doesn’t think Hyalite should ask him... (4 pages)View decision -
Decision Reference DRN-4830634
6 Jun 2024 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-4830634 The complaint Ms M complains that Quilter Life & Pensions Limited bullied her into agreeing to permit it to correct an error it had made when it processed a payment from her pension account. What happened Ms M had a pension policy with Quilter. Her independent financial adv... (7 pages)View decision -
Decision Reference DRN-4653615
6 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4653615 The complaint Mr C complained about esure Insurance Limited’s handling of his claim under his motor insurance policy. What happened In about October 2021 Mr C’s car was hit by another car while it was stationary in a car park. Mr C was in it at the time, and he was injured. Mr ... (4 pages)View decision