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 121115 results
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Decision Reference DRN-5580896
23 May 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5580896 The complaint Mr L is complaining about the quality of a vehicle supplied to him by Creation Consumer Finance Ltd (Creation). A representative has assisted Mr L with his complaint, but I’ll refer to Mr L throughout my decision for simplicity. What happened In November 2023, ... (4 pages)View decision -
Decision Reference DRN-5490904
23 May 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5490904 The complaint Miss H complains that following an accident, Accredited Insurance (Europe) Ltd unfairly declined her claim and cancelled her policy. What happened Miss H held a motor insurance policy with Accredited. When she was involved in an accident, she made a claim. Ulti... (4 pages)View decision -
Decision Reference DRN-5156140
23 May 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5156140 The complaint Mr B complains that Phoenix Life Limited have not treated the value of his with-profits pension fairly. He says that it reduced his final bonus after his retirement age had been reached causing him a loss in his pension value. What happened Mr B had a pension w... (3 pages)View decision -
Decision Reference DRN-5580840
23 May 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5580840 The complaint Mr and Mrs I are unhappy with how their claim was managed by Liverpool Victoria Insurance Company Limited (“LV”) under their home insurance policy. They weren’t happy with the quality of repairs carried out, nor that their premiums increased significantly in th... (4 pages)View decision -
Decision Reference DRN-5287375
23 May 2025 Ikano Bank AB (publ) UpheldConsumer CreditDRN-5287375 The complaint Mrs O’s complaint is about Ikano Bank AB (publ) (‘Ikano’). Mrs O has been represented in her complaint. For simplicity, I will refer to Mrs O throughout this decision. Mrs O says Ikano’s response to a complaint she made was unfair. The complaint had different ... (3 pages)View decision -
Decision Reference DRN-5499008
23 May 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5499008 The complaint Mr B’s complained that Liverpool Victoria Insurance Company Limited (“LV”) declined the claim he made for damage to his property, which he says was caused by his neighbours. What happened Mr B has had difficulties with his neighbours since they moved into the p... (2 pages)View decision -
Decision Reference DRN-5519359
23 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5519359 The complaint Mr R complains Advantage Insurance Company Limited (Advantage) provided him with incorrect information about how his no claims discount would be impacted by a claim made under his motor insurance policy. He also complains about the way his claim was handled. Wh... (2 pages)View decision -
Decision Reference DRN-5382337
23 May 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5382337 The complaint Mrs R says Brent Shrine Credit Union Limited trading as My Community Bank (“MCB”) conducted inadequate affordability checks before it lent to her. What happened Mrs R took out a personal loan from MCB through a credit intermediary for £6,000 over 36 months in ... (5 pages)View decision -
Decision Reference DRN-5121711
23 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5121711 The complaint Ms M complains that Nationwide Building Society (“Nationwide”) won’t refund the money she lost when she fell victim to an investment scam. What happened Ms M came across an investment opportunity with a company I will refer to as “B” in 2013. Interested, Ms M r... (5 pages)View decision -
Decision Reference DRN-5317136
23 May 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5317136 The complaint Mr D complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) entered into a Conditional Sale Agreement with him without carrying out sufficient affordability checks. What happened In September 2015, BPF entered into a c... (4 pages)View decision