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-3775045
23 Jun 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3775045 The complaint Mr T has complained that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) has refused to refund him money he lost as the result of a scam. What happened Mr T was looking to invest money and found an advertisement online for a company that I will call C on Fa... (4 pages)View decision -
Decision Reference DRN-4061037
23 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4061037 The complaint Mr H, who is represented by a third party, complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted him a credit card that he couldn’t afford to repay. What happened Mr H entered into an agreement with NewDay to have access to credit with an Aq... (4 pages)View decision -
Decision Reference DRN-4197713
23 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4197713 The complaint Mr A and Miss C complain about how Admiral Insurance (Gibraltar) Limited handled their claim on their home insurance following a water leak. While Mr A is the main policyholder of the insurance, Miss C lives in the property and has made the complaint. So I will re... (5 pages)View decision -
Decision Reference DRN-4191542
23 Jun 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4191542 The complaint Mr S complains that Tesco Personal Finance PLC (Tesco Bank) didn’t send him an authorisation code when he was trying to make a purchase. What happened Mr S wanted to buy tickets that went on sale online at 9am on 21 July. He says that after being in the queue he w... (3 pages)View decision -
Decision Reference DRN-4153269
23 Jun 2023 WDP Insurance Limited UpheldInsuranceDRN-4153269 The complaint Mr T is unhappy WDP Insurance Limited (WDP) declined his claims made on two mobile phone insurance policies for the loss of two mobile phones, and that WDP cancelled the policies. Mr T’s policies are branded policies with Company T, insured by WDP and the policy a... (5 pages)View decision -
Decision Reference DRN-3878259
23 Jun 2023 Covea Insurance plc UpheldInsuranceDRN-3878259 The complaint Mrs C is unhappy that Covea Insurance plc declined a claim she made on her home insurance policy for damage caused by subsidence. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mrs C got in touch with Covea... (4 pages)View decision -
Decision Reference DRN-3936888
23 Jun 2023 Gain Credit LLC UpheldConsumer CreditDRN-3936888 The complaint Mr K complains that Gain Credit LLC, trading as Drafty, approved a credit facility for him when he could not afford it. What happened This was not a loan. Drafty offered a credit facility which commenced with a limit being determined and then the customer was able... (4 pages)View decision -
Decision Reference DRN-3874077
23 Jun 2023 Target Servicing Limited UpheldMortgagesDRN-3874077 The complaint Mr S’ complaint is about a secured loan he had with Lender C and which was administered by Target Servicing Limited. He was unhappy: 1. with the customer service he received on 30 June 2022; 2. Target didn’t send him a Paythru link as he had requested; 3. Target d... (3 pages)View decision -
Decision Reference DRN-4098208
23 Jun 2023 Connells Limited UpheldMortgagesDRN-4098208 The complaint Mr and Mrs K’s complaint is about the service they received from Connells Limited in 2022 in relation to an application for a new interest rate product for their mortgage. The application wasn’t processed properly, and they couldn’t have the product attached to th... (5 pages)View decision -
Decision Reference DRN-4072145
23 Jun 2023 Progressive Money Limited UpheldConsumer CreditDRN-4072145 The complaint Mr K complains that Progressive Money Limited (“Progressive Money”) lent to him irresponsibly. What happened Mr K took out a fixed sum loan agreement with Progressive Money in April 2018. He borrowed £3,000 over 48 months, repaying £157 a month. The total cost of ... (4 pages)View decision
