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 125400 results
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Decision Reference DRN-4434352
10 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4434352 The complaint Mr M complains about how U K Insurance Limited [“UKI”] handled a claim he made under his Landlord insurance policy following a leak at a property he owns. What happened The background to this complaint is well known to the parties so I’ve provided a summary here. ... (2 pages)View decision -
Decision Reference DRN-4448292
10 Nov 2023 ITI Capital Limited UpheldInvestmentsDRN-4448292 The complaint Ms B complains about a shortfall in funds when ITI Capital Limited transferred her investments to a new product provider. What happened One of our Investigators looked into the complaint and thought it should be upheld. After reviewing everything I came to a diffe... (3 pages)View decision -
Decision Reference DRN-4443953
10 Nov 2023 Close Brothers Limited UpheldConsumer CreditDRN-4443953 The complaint Mr B complains about the quality of a car he purchased under a conditional sale agreement (“agreement”) with Close Brothers Limited (“CBL”) and about CBL’s offer of compensation in respect of the same. What happened In January 2022 Mr B entered into an agreement w... (5 pages)View decision -
Decision Reference DRN-4449010
10 Nov 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4449010 The complaint Mr S has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under the Consumer Credit Act 1974. What happened Mr S bought a solar panel system (“the system”) for his home in 2014. The purchase was funded by a loan from Shawbrook, an... (7 pages)View decision -
Decision Reference DRN-4447259
10 Nov 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4447259 The complaint Ms D complains about the way Domestic & General Insurance Plc dealt with a claim on her gadget insurance policy What happened Ms D had insurance cover for three different electrical gadgets, which she took out in 2020 and renewed in 2021 and 2022. On 30 Decemb... (3 pages)View decision -
Decision Reference DRN-4446019
10 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4446019 The complaint Ms N has complained about Admiral Insurance (Gibraltar) Limited. She isn’t happy with the way it dealt with a claim under her motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Ms N m... (2 pages)View decision -
Decision Reference DRN-4360680
10 Nov 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4360680 The complaint Miss S complains that Madison CF UK Limited (Madison) is holding her liable for a loan which was taken out fraudulently. What happened In November 2021, a £5,000 loan was taken out in Miss S’s name with Madison (trading as 118 118 Money). The funds were paid into ... (3 pages)View decision -
Decision Reference DRN-4418088
10 Nov 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-4418088 The complaint Miss S complains that HSBC UK Bank Plc lent irresponsibly when it approved a loan for £18,000. What happened In May 2019 Miss S applied for a loan of £18,000 with HSBC. In the application, Miss S said she was employed part time with an income of £37,124. HSBC says... (3 pages)View decision -
Decision Reference DRN-4404261
10 Nov 2023 esure Insurance Limited UpheldInsuranceDRN-4404261 The complaint Mr H complains about delays in esure Insurance Limited’s handling of his claim, and the settlement payment it provided, following the theft of his car, under his motor insurance policy. What happened Mr H’s car was stolen in July 2022. It was recovered, but due to... (4 pages)View decision -
Decision Reference DRN-4448695
10 Nov 2023 London Community Credit Union Limited UpheldBanking and PaymentsDRN-4448695 The complaint X complains that they have been treated unfairly over several years by London Community Credit Union (LCCU), which has led to them suffering losses. What happened X has made many expressions of dissatisfaction to LCCU since 2020 but has not been provided a final r... (6 pages)View decision
