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-4287616
7 Aug 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4287616 The complaint Mr S complains that a car he acquired with credit from Startline Motor Finance Limited wasn’t of satisfactory quality. What happened Mr S entered into a credit agreement with Startline on 3 March 2022 to acquire a used car. The credit was granted under a hire purc... (5 pages)View decision -
Decision Reference DRN-3624125
7 Aug 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3624125 The complaint Mr J’s complaint is about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. The crux of Mr J’s complaint is that he believe... (14 pages)View decision -
Decision Reference DRN-4282596
7 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4282596 The complaint Mr K has complained about his car insurer U K Insurance Limited (UKI) regarding the settlement it has paid for his replacement windscreen. What happened Mr K has a policy with UKI which includes cover for repairing/replacing his windscreen. It was damaged in Decem... (2 pages)View decision -
Decision Reference DRN-4285646
7 Aug 2023 Citibank UK Limited UpheldBanking and PaymentsDRN-4285646 The complaint Mrs T and Mr T complain to Citibank UK Limited about the way it handled a dispute they raised with it. What happened Mrs T and Mr T bought a large order of windows and electric roller blinds and used their Citibank debit card to place a deposit. In summary, Mrs T ... (5 pages)View decision -
Decision Reference DRN-4287283
7 Aug 2023 West Bay Insurance Plc UpheldInsuranceDRN-4287283 The complaint Mr M is unhappy with the settlement he’s been offered by West Bay Insurance Plc (West Bay) after his car was deemed a total loss. What happened Whilst parked, Mr M’s vehicle was damaged by a third-party vehicle, so he made a claim to West Bay, his car insurance pr... (5 pages)View decision -
Decision Reference DRN-4283994
7 Aug 2023 Lloyds Bank PLC UpheldMortgagesDRN-4283994 The complaint Mr and Mrs S complain about what happened when they tried to move house, and found Lloyds Bank PLC had registered a number of charges over their property, as security for current and previous mortgage lending. What happened Mr and Mrs S told us they’d were selling... (7 pages)View decision -
Decision Reference DRN-4264913
7 Aug 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-4264913 The complaint Mr R has complained that AXA PPP Healthcare Limited failed to pay for treatment authorised under his group private health insurance. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus ... (2 pages)View decision -
Decision Reference DRN-3986544
7 Aug 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3986544 The complaint Mrs C complains that Everyday Lending Limited, trading as Georgebanco.com, lent to her irresponsibly and without carrying out proper affordability checks. She would like all the fees and charges associated with the loan refunded. What happened In January 2019 Geor... (3 pages)View decision -
Decision Reference DRN-4260455
7 Aug 2023 Countrywide Principal Services Limited UpheldMortgagesDRN-4260455 The complaint Mr G complains that Countrywide Principal Services Limited might have mis-sold a self- certified interest only mortgage to him. He says it hasn’t provided documents and information to him despite a number of requests. He says as a first step he’d like a full copy ... (2 pages)View decision -
Decision Reference DRN-4155895
7 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4155895 The complaint Mr M complains that Clydesdale Bank Plc, trading as Virgin Money, deleted a payment plan he had agreed with them and were unreasonable to subsequently default his account. What happened The details of this complaint are well known to both parties, so I won’t repea... (2 pages)View decision
