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 119923 results
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Decision Reference DRN-4276060
1 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4276060 Complaint Mr M has complained about personal loans Loans 2 Go Limited (“L2G”) provided to him. He says the loans were unaffordable and were therefore irresponsibly lent to him. Background L2G provided Mr M with a loan for £500 in December 2021. This loan had an APR of 770% and ... (4 pages)View decision -
Decision Reference DRN-4245713
1 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4245713 The complaint Mr and Mrs H complain that Royal & Sun Alliance Insurance Limited trading as More Th>n (“RSA”) declined their claim on their home insurance. What happened Mr and Mrs H had home insurance that was underwritten by RSA. In January 2023 they made a claim after ... (3 pages)View decision -
Decision Reference DRN-4071096
31 Jul 2023 Chase de Vere Independent Financial Advisers limited UpheldInvestmentsDRN-4071096 The complaint Mr J complains Chase de Vere Independent Financial Advisers Limited (“Chase de Vere”) overcharged him fees on his investment portfolio. What happened Mr J agreed to pay Chase de Vere’s 1% annual fee on his portfolio by direct debit. He didn’t want this to be deduc... (3 pages)View decision -
Decision Reference DRN-4257830
31 Jul 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4257830 The complaint Mr T complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a passenger van, first registered in 2015. From at least early December 2021, Mr T had a ... (5 pages)View decision -
Decision Reference DRN-4236032
31 Jul 2023 esure Insurance Limited UpheldInsuranceDRN-4236032 The complaint Mr W is unhappy with the valuation eSure Insurance Limited (eSure) provided after his car was declared a total loss. What happened Mr W was involved in an accident which rendered his car a total loss. He made a claim on his policy with eSure. He said eSure made hi... (2 pages)View decision -
Decision Reference DRN-4275356
31 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4275356 The complaint Mrs M and Mr M are unhappy that Monzo Bank Ltd charged them interest on a portion of an overseas cash withdrawal. What happened Mrs M and Mr M withdrew £207 from an ATM while holidaying in the Caribbean and found that they’d incurred a 3% charge on £7 of that with... (3 pages)View decision -
Decision Reference DRN-4258175
31 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4258175 The complaint Miss S is unhappy Santander UK Plc will not refund the money she lost as a result of a scam. What happened Both parties are aware of the details of the scam so I won’t repeat them in full here. In summary, Miss S made payments to a money transfer service on 31 Jan... (4 pages)View decision -
Decision Reference DRN-4218833
31 Jul 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4218833 The complaint Miss B has complained Creation Consumer Finance Limited (Creation) is holding her liable for a credit agreement she doesn’t recognise. What happened Miss B is unhappy Creation is holding her liable for a credit agreement. Miss B acknowledges she had a credit agree... (3 pages)View decision -
Decision Reference DRN-4274500
31 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4274500 The complaint Mr S complains that Creation Financial Services Limited closed his account, didn’t credit his points, a free night stay voucher or refund the annual fee. He’d like his benefits credited and compensation for the impact. What happened Mr S had a rewards club premium... (3 pages)View decision -
Decision Reference DRN-4232833
31 Jul 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4232833 The complaint Miss S complains Shop Direct Finance Company Limited trading as Very irresponsibly provided her with a store card account and credit limit increases. What happened Miss S was provided with the following credit limits on her store card account with Shop Direct: Len... (4 pages)View decision
