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-4197480
21 Jun 2023 Morses Club PLC UpheldConsumer CreditDRN-4197480 The complaint Mr V complains about two home credit loans. He says Morses Club PLC irresponsibly lent to him. What happened I issued a provisional decision where I set out the details of this complaint. That decision forms part of my final decision and should be read in conjunct... (2 pages)View decision -
Decision Reference DRN-4201896
21 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4201896 The complaint Miss C has complained about the way U K Insurance Limited (trading as Direct Line, who I will refer to as ‘UKI’) has handled a claim she made following a road traffic crash (‘RTC’) she was involved in. What happened On 1 June 2023, I issued a provisional decision ... (7 pages)View decision -
Decision Reference DRN-4201718
21 Jun 2023 Adrian Flux Insurance Services Group UpheldInsuranceDRN-4201718 The complaint Mr P complains that Adrian Flux Insurance Services Group (“Adrian Flux”) mishandled his van insurance policy. What happened Mr P had a special van for his business. He used Adrian Flux as an intermediary between him and an insurance company. In about October 2021,... (4 pages)View decision -
Decision Reference DRN-4078404
21 Jun 2023 QIC Europe Ltd UpheldInsuranceDRN-4078404 The complaint Mr H has complained about QIC Europe Ltd. He isn’t happy that it turned down a claim under his home insurance policy. For ease of reading any reference to QIC includes its agents. What happened Mr H made a claim under his home insurance policy following storm dama... (2 pages)View decision -
Decision Reference DRN-3930159
21 Jun 2023 Bank of Scotland Plc UpheldMortgagesDRN-3930159 The complaint Ms B, Miss K and Mr K complain that Bank of Scotland plc has treated them unfairly when they attempted to complete a re-mortgage with a change of borrower. What happened This complaint has been brought by all three of the account holders named above, but Mr K has ... (3 pages)View decision -
Decision Reference DRN-4201739
20 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4201739 The complaint Miss S has complained that Monzo Bank Ltd won’t refund transactions she says she didn’t make or otherwise authorise. What happened In early 2022, Miss S’s Monzo mobile banking was used to receive a number of payments from her savings, then send two payments to a n... (5 pages)View decision -
Decision Reference DRN-4192130
20 Jun 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4192130 The complaint Mrs B says Clydesdale Financial Services Limited – trading as Barclays Partner Finance (‘BPF’) – has unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In 2018, Mrs B purchased a kitchen from a company that I’ll cal... (17 pages)View decision -
Decision Reference DRN-3960218
20 Jun 2023 AJH Financial Services Ltd UpheldPensions and AnnuitiesDRN-3960218 The complaint Mr S complains about the suitability of the advice provided by AJH Financial Services Ltd (“AJH”) in October 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Mr S is represented... (18 pages)View decision -
Decision Reference DRN-4201679
20 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4201679 The complaint Mr C complains about Admiral Insurance (Gibraltar) Limited (“Admiral”) for delays in carrying out repairs at his home. He wants Admiral to complete the repairs and to pay him compensation for loss of use of his garden for a prolonged time. What happened Mr C insur... (3 pages)View decision -
Decision Reference DRN-4149993
20 Jun 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-4149993 The complaint Miss A complains that HSBC UK Bank Plc lent to her irresponsibly. What happened Miss A took out the following loans with HSBC: Loan 1 June 2016 £7500 over 48 months Loan 2 March 2017 £12,000 over 60 months Loan 3 August 2017 £15,000 over 24 months Loan 4 June 2018... (4 pages)View decision
