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 121115 results
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Decision Reference DRN-4263915
21 Sep 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4263915 The complaint Mr L has complained that Liverpool Victoria Insurance Company Limited unreasonably delayed in repairing his car under his motor policy following an accident. What happened Mr L was involved in an accident on 24 October 2022. He made a claim to LV who instructed it... (2 pages)View decision -
Decision Reference DRN-4344930
21 Sep 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4344930 The complaint A charity, which I will refer to as ‘S’, complains that The Co-Operative Bank Plc is refusing to reimburse some unauthorised transactions on their bank account. S also say that these transactions were unusual to their normal account activity and as such the bank o... (3 pages)View decision -
Decision Reference DRN-4354764
21 Sep 2023 CASLP Ltd UpheldPensions and AnnuitiesDRN-4354764 The complaint Mr B complains that CASLP Ltd (Sanlam) failed to issue him with forms to complete and return in time for his payments from his pension policies to be processed in line with his instructions. He feels this has led to increased income tax liabilities. What happened ... (8 pages)View decision -
Decision Reference DRN-4348807
21 Sep 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4348807 The complaint Ms F complains about a new car she acquired through a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge). The car suffered an engine failure and Ms F is unhappy the car now needs a replacement engine, which she is expect... (4 pages)View decision -
Decision Reference DRN-4103631
21 Sep 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4103631 The complaint Mr N is unhappy with the service he received from The Co-operative Bank Plc (Co-op). What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: In September 2022 Mr N started... (2 pages)View decision -
Decision Reference DRN-4130245
21 Sep 2023 Studio Retail Limited UpheldConsumer CreditDRN-4130245 The complaint Mrs M, who is represented by a third party, says Studio Retail Limited (“Studio Retail”) irresponsibly lent to her. She has requested that the interest and late payment charges she paid on the account be refunded. What happened This complaint is about a shopping a... (3 pages)View decision -
Decision Reference DRN-4360600
21 Sep 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4360600 Complaint Mr L has complained about a personal loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loan was unaffordable and so irresponsibly lent to him. Background 118 118 Money provided Mr L with a loan for £3,000.00 in June 2022. This loan h... (3 pages)View decision -
Decision Reference DRN-4355621
21 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4355621 The complaint Mr W complains that when he made a claim on his home contents insurance policy the replacement item provided by Admiral Insurance (Gibraltar) Limited was of poor quality and broke a number of times. What happened Mr W made a claim on his policy when he lost a gold... (3 pages)View decision -
Decision Reference DRN-4359533
20 Sep 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4359533 The complaint Mrs F complains about the quality of a car she has been financing through an agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance, who I’ll call Santander. What happened I issued my provisional decision on this complaint in August of t... (3 pages)View decision -
Decision Reference DRN-4310215
20 Sep 2023 Credit Karma UK Limited UpheldConsumer CreditDRN-4310215 The complaint Mr S has complained that Credit Karma UK Limited allowed a partnered company to carry out soft searches on his credit file. What happened Credit Karma updated its platform for some customers, including Mr S. An error in the update meant that some soft searches wer... (3 pages)View decision
