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-4161125
14 Aug 2023 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4161125 The complaint Mr C complains that J.P. Morgan Europe Limited trading as Chase hasn’t refunded him the money he lost when he fell victim to a scam. What happened The details of this case have been clearly set out by our Investigator - when he wrote to Chase upholding Mr C’s comp... (3 pages)View decision -
Decision Reference DRN-3835341
14 Aug 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3835341 The complaint Mr T complains about the advice NTM Financial Services Ltd (NTM) 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 a financ... (15 pages)View decision -
Decision Reference DRN-4297909
14 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4297909 The complaint Ms A is unhappy with the service she’s received from British Gas Insurance Limited (British Gas) following a claim she made. Where I’ve referred to British Gas, this also includes any actions carried out by the agent handling the claim on British Gas’ behalf. What... (5 pages)View decision -
Decision Reference DRN-4291434
14 Aug 2023 Ageas Insurance Limited UpheldInsuranceDRN-4291434 The complaint The estate of Mr B1, represented by its executors, Mr B and Mr H, has complained about the estate’s property insurer, Ageas Insurance Limited, because Ageas has declined a claim for water damage on the grounds it believes the property was unoccupied. What happened... (4 pages)View decision -
Decision Reference DRN-4286647
14 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4286647 The complaint Mr and Mrs W have complained about their property insurer Aviva Insurance Limited because it declined their claim for storm damage to the roof of their home. What happened Mr and Mrs W were at home on 26 April 2022 when they heard a loud noise, they investigated o... (3 pages)View decision -
Decision Reference DRN-4255791
14 Aug 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4255791 Complaint Mr B has complained about a personal loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loan was unaffordable and was therefore irresponsibly lent to him. Background 118 118 Money provided Mr B with a loan for £2,000.00 in May 2021. T... (3 pages)View decision -
Decision Reference DRN-4164180
14 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4164180 Complaint Mr D has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. He says that proportionate checks would have shown that he shouldn’t have been provided with the loan in the first place. Background L2G provided Mr D with a loan of £2,000.00 ... (4 pages)View decision -
Decision Reference DRN-4134038
14 Aug 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4134038 Complaint Mr A has complained about a guarantor loan Everyday Lending Limited (trading as “Trust Two”) provided to him. He says the loan was unaffordable. Background Trust Two provided Mr A with a guarantor loan for £3,500.00 in February 2020. This loan had an APR of 61.8% and ... (3 pages)View decision -
Decision Reference DRN-4172229
11 Aug 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4172229 The complaint Mr H complains that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance (“Novuna”), declined his claim about a defective hot tub under section 75 of the Consumer Credit Act 1974. What happened In late 2020 Mr H bought a hot tub from a third party (“th... (5 pages)View decision -
Decision Reference DRN-4115412
11 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4115412 The complaint Mr J complains about the settlement that Advantage Insurance Company Limited offered when he made a claim on his motor insurance policy following the theft of his car. What happened Mr J’s car was stolen, and he made a claim on his policy. Advantage offered him £... (2 pages)View decision
