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 121876 results
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Decision Reference DRN-4243928
20 Jul 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4243928 The complaint Mr M has complained about Santander Consumer (UK) Plc’s actions when he exchanged one financed vehicle for another. What happened In 2021, Mr M took out a finance agreement for a car. Then, in 2022, he decided to exchange this car for another. Mr M expected the de... (3 pages)View decision -
Decision Reference DRN-4248975
20 Jul 2023 esure Insurance Limited UpheldInsuranceDRN-4248975 The complaint Mr G complains that esure Insurance Limited (“esure”) has unfairly handled a claim under his motor insurance policy. What happened The background of this complaint is well known between parties, so I’ve summarised events. Mr G’s vehicle was damaged, and he made a... (2 pages)View decision -
Decision Reference DRN-4194329
20 Jul 2023 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-4194329 The complaint Mr M has complained that he has been unable to contact Al Rayan Bank PLC (“Al Rayan”) about his account. Mr M is also unhappy that he is unable to close his account over the phone. What happened One of our adjudicators assessed the complaint and they thought that ... (2 pages)View decision -
Decision Reference DRN-4237886
20 Jul 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4237886 The complaint Mr B and Ms M are unhappy that Inter Partner Assistance SA declined a claim on their travel insurance policy and with the service they received. What happened The background to this complaint is set out in my provisional decision which I issued in June 2023. It sa... (9 pages)View decision -
Decision Reference DRN-3918718
20 Jul 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3918718 The complaint Miss J complains that Revolut Ltd won’t refund money she lost after falling victim to a scam. What happened In September 2022, Miss J got a text message which said she was eligible for an energy bill discount and provided a link for her to claim the money. Miss J ... (4 pages)View decision -
Decision Reference DRN-4215875
20 Jul 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4215875 The complaint Mr D is complaining about Startline Motor Finance Limited’s decision to lend to him – he says the loan was unaffordable. What happened In July 2020, Mr D took out a hire purchase agreement with Startline to finance the purchase of a car. He paid a deposit of £2,50... (4 pages)View decision -
Decision Reference DRN-3283768
20 Jul 2023 BeaconIFA Limited UpheldPensions and AnnuitiesDRN-3283768 The complaint Mr D complains about the advice given by Beacon IFA Limited (Beacon) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and believes this has ... (12 pages)View decision -
Decision Reference DRN-4182997
20 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4182997 The complaint Mr K complains about how U K Insurance Limited trading as Direct Line Car Insurance (UKI) handled a Mileage Money Back (MMB) claim he made. What happened Mr K took out a motor insurance policy with UKI in January 2022. UKI offered a MMB which meant if Mr K drove l... (3 pages)View decision -
Decision Reference DRN-4256043
20 Jul 2023 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4256043 The complaint Mr U complains about how Ocaso SA, Compania de Seguros y Reaseguros handled and settled his claim on his home insurance policy .What happened Mr U is the leaseholder of a flat that benefits from a home insurance policy underwritten by Ocaso. In January 2021 there ... (6 pages)View decision -
Decision Reference DRN-4250800
20 Jul 2023 Western Circle Ltd UpheldConsumer CreditDRN-4250800 The complaint Mr M complains that Western Circle Ltd trading as Cashfloat (“Cashfloat”) didn’t carry out sufficient affordability checks before it granted a loan which he couldn’t afford to repay. What happened Mr M took one loan from Cashfloat for £900 on 5 August 2022. Mr M w... (5 pages)View decision
