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 128312 results
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Decision Reference DRN-4241677
12 Jul 2023 AWP P&C SA UpheldInsuranceDRN-4241677 The complaint Mr C is unhappy with the way in which AWP P&C SA handled a claim under his travel insurance policy, including the service received and the payment made towards his damaged prescription glasses. What happened The details of this complaint are well known to both... (2 pages)View decision -
Decision Reference DRN-4107853
12 Jul 2023 Equifax Limited UpheldConsumer CreditDRN-4107853 The complaint Miss W complains that someone else’s information is showing on her Equifax Limited credit file. What happened In August 2022 Miss W contacted a business (C) that provides credit file information to customers having obtained the data from Equifax. Miss W raised a d... (3 pages)View decision -
Decision Reference DRN-4241110
12 Jul 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4241110 The complaint Miss L has complained about how Hastings Insurance Services Limited (Hastings) assisted her with a claim on her motor insurance policy. Hastings are a broker and administer policies on behalf of the insurer. So, when I refer to Hastings in this decision, it includ... (6 pages)View decision -
Decision Reference DRN-4155262
12 Jul 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4155262 The complaint A company, which I’ll refer to as F, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund payments it didn’t make. Mr M, who is a director of F, brings the complaint on F’s behalf. What happened The details of this complaint ar... (2 pages)View decision -
Decision Reference DRN-4163572
12 Jul 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4163572 The complaint A company, which I’ll refer to as C, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund payments it didn’t make. Mr H, who is a director of C, brings the complaint on C’s behalf. What happened Mr H explained he received sever... (3 pages)View decision -
Decision Reference DRN-4240457
12 Jul 2023 Novaloans Ltd UpheldConsumer CreditDRN-4240457 The complaint Mr S complains that Novaloans Ltd trading as cash4unow (“Novaloans”) continued to text and phone him, even after he had told them he was no longer working and has a mental health condition. Mr S was also unhappy Novaloans passed his account to a third-party collec... (7 pages)View decision -
Decision Reference DRN-4241203
12 Jul 2023 Bank of Scotland Plc UpheldMortgagesDRN-4241203 The complaint Ms S’ complaint is about the information Bank of Scotland plc trading as Birmingham Midshires (BoS) recorded on her credit file about one of the mortgages she has with it. She is unhappy that the payment for January 2023 was recorded as missed. Ms S said the misse... (3 pages)View decision -
Decision Reference DRN-4172461
12 Jul 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsPage 1 of 2The complaint A company, which I’ll refer to as E, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund payments it didn’t make. Mr G, who is a director of E, brings the complaint on E’s behalf. What happened The details of this complaint are... (2 pages)View decision -
Decision Reference DRN-4240685
12 Jul 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4240685 The complaint X complains about the quality of a car she has been financing through an agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, who I’ll call “BMWFS”. What happened I issued a further provisional decision on this complaint last ... (6 pages)View decision -
Decision Reference DRN-4239251
12 Jul 2023 Scottish Widows Limited UpheldInvestmentsDRN-4239251 The complaint The estate of Mrs P deceased complains that Scottish Widows Limited gave it wrong information about the sale value of an ISA. The complaint is brought on behalf of the estate by the executor, who I’ll refer to as Mr P. Mr P says he was told the estate would receiv... (3 pages)View decision