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-4176903
27 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4176903 The complaint Mr S complains about his home emergency policy with British Gas Insurance Limited (British Gas). The complaint is about how British Gas responded to a problem with his boiler. References to British Gas in this decision include their agents who provide services und... (4 pages)View decision -
Decision Reference DRN-4076478
27 Jul 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4076478 The complaint Mr G complains that Haven Insurance Company Limited declined his claim on his home insurance policy. What happened Mr G had a home insurance policy with Haven. In October 2022 he made a claim after a retaining wall at his property collapsed into his neighbour’s ga... (2 pages)View decision -
Decision Reference DRN-4047938
27 Jul 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4047938 The complaint Mr C complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) refused to cancel his agreement with it. What happened On 15 November 2022, Mr C entered into a finance agreement with BPF. It was to help pay for the supply and fi... (3 pages)View decision -
Decision Reference DRN-4266767
27 Jul 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4266767 The complaint Miss J complains about the quality of a car she has been financing through an agreement with MotoNovo Finance Limited, who I’ll call MotoNovo. Miss J has been represented by her partner but as Miss J is named on the finance agreement, and for convenience, I’ll ref... (6 pages)View decision -
Decision Reference DRN-4239685
27 Jul 2023 EBS Pensions Limited UpheldPensions and AnnuitiesDRN-4239685 The complaint Mrs M is unhappy that EBS Pensions Limited (Embark) didn’t make her aware of rent arrears on a property held in her SIPP (self invested personal pension). Mrs M is also unhappy with an increase to charges and insurance premiums. What happened In brief, Mrs M’s SIP... (5 pages)View decision -
Decision Reference DRN-4263303
27 Jul 2023 Kensington Mortgage Company Limited UpheldMortgagesDRN-4263303 The complaint Mr and Mrs D complain that Kensington Mortgage Company Limited wouldn’t offer them a new interest rate product on their mortgage. What happened Mr and Mrs D took out their mortgage with Kensington in March 2017. They borrowed just under £320,000 on a capital and i... (6 pages)View decision -
Decision Reference DRN-4265878
27 Jul 2023 Handelsbanken plc UpheldBanking and PaymentsDRN-4265878 The complaint Mr M complains that Handelsbanken plc closed his account. He is unhappy with the way he has been treated by the bank over the years. He would like his account reinstated and for the behaviour to stop. He would also like compensation. What happened Mr M had an acco... (4 pages)View decision -
Decision Reference DRN-4257840
27 Jul 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4257840 Complaint Mr P has complained about personal loans Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loans were unaffordable. Background 118 118 Money provided Mr P with a loan for £2,000.00 in May 2019. This loan had an APR of 39.9% and a term of ... (3 pages)View decision -
Decision Reference DRN-4268669
26 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4268669 The complaint Mr T and Mrs T complain that Santander UK Plc (Santander) didn’t process a payment. What happened On 23 December 2022, Mr T and Mrs T instructed three online payments to redeem three Buy To Let (BTL) mortgages with lenders. The instructions were sent to Santander ... (4 pages)View decision -
Decision Reference DRN-4260920
26 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4260920 The complaint Mr L has complained about the standard of service provided by Ageas Insurance Limited (‘Ageas’) under his home insurance policy. For the avoidance of doubt, the term ‘Ageas’ includes its agents, suppliers and contractors for the purposes of this decision letter. W... (5 pages)View decision
