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 120614 results
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Decision Reference DRN-4283353
3 Aug 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4283353 The complaint Mr O complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED, who I’ll call “SMF”. What happened I issued my provisional decision on this complaint last month. An extract from that provisional decision i... (4 pages)View decision -
Decision Reference DRN-4283257
3 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4283257 The complaint Mr and Mrs P complain that Nationwide Building Society wouldn’t add Mrs P to Mr P’s FlexAccount. What happened I previously issued my provisional decision on this case. It was my intention to come to a different outcome to the Investigator. Because of this, I want... (3 pages)View decision -
Decision Reference DRN-4237249
3 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4237249 The complaint Miss B complains about Aviva Insurance Limited’s handling of a claim made under her home insurance policy. What happened Miss B has home insurance underwritten by Aviva which covers buildings, contents, and home emergencies amongst other things. She called Aviva i... (5 pages)View decision -
Decision Reference DRN-4209822
3 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4209822 The complaint Miss B has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has rejected a claim for the treatment of her pet dog on the ground that the condition treated was linked to a condition that was pre-existing at the date of inception o... (3 pages)View decision -
Decision Reference DRN-4186573
3 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4186573 The complaint Mrs D complains that AXA Insurance UK Plc unfairly declined a claim for storm damage under her home insurance. Mrs D bought her policy through an intermediary and most of her correspondence has been with this intermediary. However, AXA is the underwriter of the po... (4 pages)View decision -
Decision Reference DRN-4270407
3 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4270407 Complaint Miss B has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Miss B with a loan for £890 in September 2022. This loan had an APR of 769.9% and an 18-month term. This all meant the total amount repayable of £3,29... (4 pages)View decision -
Decision Reference DRN-3456939
3 Aug 2023 Mulberry Wealth Management Limited UpheldPensions and AnnuitiesDRN-3456939 The complaint Mr J complains about the advice Mulberry Wealth Management Limited (MWM) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused ... (11 pages)View decision -
Decision Reference DRN-4207351
3 Aug 2023 MoneyGram International Limited UpheldBanking and PaymentsDRN-4207351 The complaint Ms S complains MoneyGram International Limited (“MoneyGram”) closed her account without warning nor explanation, causing her distress and inconvenience. What happened In February 2022, MoneyGram deactivated Ms S’ account and/or profile without any notice. Ms S say... (3 pages)View decision -
Decision Reference DRN-4079512
3 Aug 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4079512 The complaint Miss D complains Wise Payments Limited (“Wise”) closed her account with immediate effect and didn’t explain why. What happened Miss D has also complained about being scammed, and of a transfer she made to a foreign account from her Wise account not being refunded.... (2 pages)View decision -
Decision Reference DRN-3853510
3 Aug 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3853510 The complaint Mr S complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International (‘FPI’) bond. ... (35 pages)View decision
