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-4172584
11 Aug 2023 Lendable Ltd UpheldConsumer CreditDRN-4172584 The complaint Mr M complains that Lendable Ltd lent to him irresponsibly six times over three years from 2019. What happened Using information from Lendable’s records, here is a loan table of the approved loans: Loan Date taken Amount Term Monthly repayment Capital paid Mr M Da... (7 pages)View decision -
Decision Reference DRN-4249747
11 Aug 2023 Phoenix Life Limited UpheldInvestmentsDRN-4249747 The complaint Mr and Mrs C’s complaint relates to a mortgage endowment policy they hold with Phoenix Life Limited. They are unhappy that they didn’t receive correspondence from Phoenix about their policy, including the fact that it was transferred from the original provider to ... (4 pages)View decision -
Decision Reference DRN-4035810
10 Aug 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4035810 The complaint Mr M and Mrs M complain about delays by Barclays Bank UK PLC in applying a new product rate to their buy to let mortgage. They ask for compensation. Mr M has dealt with the complaint. What happened Mr and Mrs M’s interest rate product was due to expire on 3 Septem... (2 pages)View decision -
Decision Reference DRN-4084212
10 Aug 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4084212 The complaint Mr P complains about a car he bought under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (“MBFS”). What happened In September 2022 Mr P acquired a brand new car under a hire purchase agreement with MBFS (“the agreement”). Eight weeks ... (2 pages)View decision -
Decision Reference DRN-4253093
10 Aug 2023 Assurant General Insurance Limited UpheldInsuranceDRN-4253093 The complaint Mr A complains about how Assurant General Insurance Limited handled the delivery of a replacement phone following a claim on his phone insurance policy. What happened Mr A had a phone insurance policy that was underwritten by Assurant. In March 2023 he made a clai... (3 pages)View decision -
Decision Reference DRN-4262028
10 Aug 2023 Ageas Insurance Limited UpheldInsuranceDRN-4262028 The complaint Mr V and Mrs V have complained about how Ageas Insurance Limited (Ageas) has dealt with a claim under a home insurance policy. What happened Mr V and Mrs V contacted Ageas to make a claim for an escape of water at their home. Mr V and Mrs V later complained to Age... (2 pages)View decision -
Decision Reference DRN-4295142
10 Aug 2023 Crediva Limited UpheldConsumer CreditDRN-4295142 The complaint Mr R complains that Crediva Limited incorrectly recorded a County Court Judgement (CCJ) on his credit file. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: On 20 February 2023, Mr R contacte... (3 pages)View decision -
Decision Reference DRN-4087880
10 Aug 2023 Mortgage Advice Bureau Limited UpheldMortgagesDRN-4087880 The complaint Mr E and Miss L complain that Mortgage Advice Bureau Limited misled them about being able to claim a help to buy ISA scheme bonus. Mr E and Miss L ask for compensation. What happened Mr E and Miss L were buying a property and took mortgage advice from MAB. They in... (3 pages)View decision -
Decision Reference DRN-4295002
10 Aug 2023 Pension Insurance Corporation plc UpheldPensions and AnnuitiesDRN-4295002 The complaint Mr I has complained that Pension Insurance Corporation plc (PIC) provided him with misleading valuations on the annual pension he would receive if he deferred his retirement date. What happened The background to this complaint and my initial conclusions were set o... (7 pages)View decision -
Decision Reference DRN-4205606
10 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4205606 The complaint Mr and Mrs O complain that AWP P&C SA hasn’t assessed their travel insurance claim they made in 2022. My references to AWP include its agents. What happened Mr and Mrs O had a travel insurance policy. The policy was insured by AWP. Mr and Mrs O cancelled their... (2 pages)View decision
