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 120327 results
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Decision Reference DRN-3825726
29 Nov 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3825726 The complaint Ms B complains 1Plus1 Loans Limited unfairly accepted her as the guarantor on a friend’s (‘the borrower’) loan. What happened 1Plus1 Loans provided the borrower with a loan for £3,000 in September 2017. It was repayable over 60 months. The monthly repayments were ... (5 pages)View decision -
Decision Reference DRN-3826570
29 Nov 2022 Mortgage Advice Bureau Limited UpheldMortgagesDRN-3826570 The complaint Mr A1 and his father, Mr A2, complain that Mortgage Advice Bureau Limited (MAB) made an error in their mortgage application and that the product didn’t meet their requirements. What happened In April 2021 Mr A1 and Mr A2 asked MAB to source them a mortgage. MAB’s ... (4 pages)View decision -
Decision Reference DRN-3788986
29 Nov 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3788986 Complaint Miss N has complained that Ikano Bank AB (publ) (“Ikano”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974. Background Miss N bought a solar panel system (the system) for her home in 2019. The purchase was funded by a loan from Ikano, and... (4 pages)View decision -
Decision Reference DRN-3828647
29 Nov 2022 West Sussex and Surrey Credit Union Limited UpheldConsumer CreditDRN-3828647 The complaint Miss G complains that West Sussex and Surrey Credit Union Limited trading as Boom! Credit Union irresponsibly lent to her. What happened I issued a provisional decision on this complaint where I set out the background to this complaint. I explained why I was incl... (2 pages)View decision -
Decision Reference DRN-3764821
29 Nov 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3764821 The complaint A limited company, which I’ll refer to as ‘N’, is unhappy that The Royal Bank of Scotland Plc (“RBS”) isn’t adhering to the agreed terms of an amended loan agreement. This complaint is brought to this service on N’s behalf by N’s director, Mr S. What happened N ha... (3 pages)View decision -
Decision Reference DRN-3620358
29 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3620358 The complaint Miss B complains that her home insurer Royal & Sun Alliance Insurance Limited (RSA) has mishandled and delayed her claim. She wants fair payment in respect of the damage suffered to her property and possessions. References to RSA include all relevant actions t... (6 pages)View decision -
Decision Reference DRN-3793940
29 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3793940 The complaint Miss D complains about how she was treated by National Westminster Bank Plc (NatWest) when she went into branch to change the name on her credit card account. What happened Miss D has had a credit card account with NatWest for a number of years. She says she conta... (3 pages)View decision -
Decision Reference DRN-3780152
29 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3780152 The complaint Miss H complains that Royal & Sun Alliance Insurance Limited (“RSA”) has unfairly handled a subsidence claim made under her buildings insurance. Any reference to Miss H or RSA includes respective agents or representatives. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-3822618
29 Nov 2022 AWP P&C SA UpheldInsuranceDRN-3822618 The complaint Mrs V complains that AWP P&C SA (“AWP”) has unfairly handled a refund request related to an event insurance policy. What happened The background of this complaint is well known. So, I’ve summarised events. Mrs V booked concert tickets for an event in June 202... (2 pages)View decision -
Decision Reference DRN-3443514
29 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3443514 The complaint Miss B complains about the way NewDay Ltd trading as Fluid managed her account and for providing her with misleading information. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dis... (2 pages)View decision
