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 122405 results
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Decision Reference DRN-4148161
6 Jun 2023 Admiral Financial Services Ltd UpheldConsumer CreditDRN-4148161 The complaint Mr M complains that Admiral Financial Services Ltd trading as Admiral Money lent to him irresponsibly. What happened In July 2022 Mr M applied for a loan from Admiral. Admiral approved the application and gave Mr M a loan for £9000 repayable by 36 monthly repaymen... (3 pages)View decision -
Decision Reference DRN-4147237
6 Jun 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4147237 The complaint Mr L complains that National Westminster Bank Plc lent to him irresponsibly. What happened In March 2020 Mr L applied for a credit card with NatWest. NatWest approved the application and gave Mr L a credit card with an initial credit limit of £6,750. Mr L complain... (3 pages)View decision -
Decision Reference DRN-4165163
6 Jun 2023 Society of Lloyd's UpheldInsuranceDRN-4165163 The complaint Mr B and Mrs B have complained about how Society of Lloyd’s (SOL) dealt with a claim under their home insurance policy. What happened Mr B and Mrs B contacted SOL to make a claim following a water leak at their home. SOL accepted the claim and contractors were app... (5 pages)View decision -
Decision Reference DRN-4001819
6 Jun 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4001819 The complaint Mr B complains about Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) and how they have dealt with an unarranged overdraft on his account with them. What happened Mr B had a basic current account with Virgin Money. The account didn’t allow for any over... (3 pages)View decision -
Decision Reference DRN-4171018
6 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4171018 The complaint Miss M says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss M applied for a credit card from NewDay in October 2017. It was approved with a limit of £600. She was given six subsequent credit limit increases, and one decrease, as set out ... (4 pages)View decision -
Decision Reference DRN-3947842
6 Jun 2023 Abbey Financial Services (N.I.) Ltd UpheldPensions and AnnuitiesDRN-3947842 The complaint Mr M complains that Abbey Financial Services (N.I.) Ltd (AFS) gave him unsuitable advice to transfer his three existing Personal Pension Plans (PPPs) to a Self-Invested Personal Pension (SIPP) and invest using a Discretionary Fund Manager (DFM). Mr M is represente... (8 pages)View decision -
Decision Reference DRN-4175142
6 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4175142 The complaint Mr M complains about the service he received from British Gas Insurance Limited after his boiler developed a fault. What happened Mr M held a Homecare agreement with British Gas. The policy that is relevant to this complaint commenced on 9 January 2022 although Mr... (4 pages)View decision -
Decision Reference DRN-4075497
6 Jun 2023 Atlas Insurance PCC Limited UpheldInsuranceDRN-4075497 The complaint Mr B complained that a claim related to his dog was unfairly declined by Atlas Insurance PCC Limited (“Atlas”) under his pet insurance policy. What happened Mr B made a claim to Atlas to recover the costs for an operation on his dog for brachycephalic obstructive ... (2 pages)View decision -
Decision Reference DRN-4175165
6 Jun 2023 QIC Europe Ltd UpheldInsuranceDRN-4175165 The complaint Mr and Mrs G are unhappy their escape of water claim was unfairly declined when they were moving out of their home. Mr and Mrs G had a home insurance policy with QIC Europe Ltd (“QIC”). What happened Mr and Mrs G made a claim to QIC when an expansion vessel burst ... (3 pages)View decision -
Decision Reference DRN-4175078
6 Jun 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4175078 The complaint Mrs A says that Hitachi Capital (UK) Plc, trading as Hitachi Capital Consumer Finance (“Hitachi”) who changed their name to Novuna Personal Finance in 2022, have made inaccurate reports to her credit file. What happened I issued my provisional decision on this com... (2 pages)View decision
