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 121262 results
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Decision Reference DRN-3957150
17 Feb 2023 AWP P&C SA UpheldInsuranceDRN-3957150 The complaint Mr T is unhappy with the service provided by AWP P&C SA (AWP) when dealing with a claim under his home emergency insurance policy. What happened Mr T took out a home emergency insurance policy underwritten by AWP. The home emergency insurance policy (version d... (3 pages)View decision -
Decision Reference DRN-3959760
17 Feb 2023 Santander UK Plc UpheldMortgagesDRN-3959760 The complaint Ms Y complains that Santander UK Plc didn’t fairly consider her request to extend the term of her interest only mortgage. Ms Y asks that Santander extends her mortgage for the maximum term possible, up to when she’d be at its maximum age limit (about 18 years). Wh... (5 pages)View decision -
Decision Reference DRN-3973253
17 Feb 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3973253 The complaint Ms B complains that Creation Financial Services Limited failed to collect a direct debit payment. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In February 2022 Creation sent Ms B a credi... (2 pages)View decision -
Decision Reference DRN-3942231
17 Feb 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3942231 Complaint Mr and Mrs B complain that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under sections 75 and 140 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system (“the system”). Mr and Mrs B are represented by a claims managem... (8 pages)View decision -
Decision Reference DRN-3972817
17 Feb 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3972817 The complaint Mr E is unhappy that Klarna Bank AB (publ) ‘Klarna’ has defaulted his fixed sum loan account. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr E took out a 24-month fixed sum loan with Kl... (3 pages)View decision -
Decision Reference DRN-3962173
17 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3962173 The complaint Miss A is unhappy that Ageas Insurance Limited (AIL) declined her claim for malicious damage. What happened Miss A claimed under her buildings insurance when builders, who had been working on her home, sprayed graffiti on the outside wall and took her gutters away... (3 pages)View decision -
Decision Reference DRN-3657064
17 Feb 2023 Gain Credit LLC UpheldConsumer CreditDRN-3657064 The complaint Your text here Mr M complains that Gain Credit LLC, trading as Drafty, lent to him, and increased his credit limits, when he could not afford it. What happened Briefly, Mr M applied for a credit facility of £200 in September 2016. Drafty approved a credit facility... (3 pages)View decision -
Decision Reference DRN-3772601
17 Feb 2023 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3772601 The complaint Miss A has complained that Omni Capital Retail Finance Limited (“OCRF”) rejected her claim against it under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to her purchase of some solar panels. Miss A is represented by a claims management compan... (3 pages)View decision -
Decision Reference DRN-3972955
17 Feb 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3972955 The complaint Mrs P and Ms N complain on behalf of the estate of the late Mr P. They complain that Gallium Fund Solutions Limited (Gallium) mis-sold Mr P three bonds. They say he was told his investments were regulated by the Financial Conduct Authority (FCA) and protected by t... (6 pages)View decision -
Decision Reference DRN-3950304
17 Feb 2023 Santander UK Plc UpheldMortgagesDRN-3950304 The complaint Mr C complains that Santander UK Plc gave him incorrect information about his mortgage and he lost out as a result. What happened In January 2022 Mr C called Santander to enquire about porting his mortgage from his existing property (property A) to a new self-buil... (5 pages)View decision
