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 121877 results
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Decision Reference DRN-3771918
10 Nov 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3771918 The complaint Mr H complains that Creation Consumer Finance Ltd rejected his claim under section 75 Consumer Credit Act 1974 in respect of a faulty carpet What happened In December 2019 Mr H bought a carpet from a company I will call S. It cost £1006 and was funded by a fixed s... (3 pages)View decision -
Decision Reference DRN-3544621
10 Nov 2022 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3544621 The complaint Mr P complains that Westerby Trustee Services Limited (“Westerby”) didn’t fulfil its regulatory obligations when dealing with his funds and should have done more due diligence before accepting the investments he made in his Self-Invested Personal Pension (“SIPP”).... (39 pages)View decision -
Decision Reference DRN-3799662
10 Nov 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3799662 The complaint Mr H complains that he incurred additional costs because Mercedes-Benz Financial Services UK Limited (“MBFS”) didn’t settle a previous finance agreement promptly What happened I issued my provisional decision on this complaint in September 2022. An extract from th... (3 pages)View decision -
Decision Reference DRN-3799039
10 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3799039 The complaint Miss H complains that Barclays Bank UK PLC trading as Barclaycard mishandled her claims about four transactions that she had made with her credit card which she was disputing. What happened Miss H held a credit card with Barclaycard that during 2020 had a promotio... (6 pages)View decision -
Decision Reference DRN-3711544
10 Nov 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3711544 The complaint Mrs S complains about the information recorded on her credit file by Advanced Payment Solutions Limited trading as Cashplus Bank (Cashplus). What happened Mrs S had a loan with Cashplus. In June 2017 Mrs S agreed a payment arrangement of £30 per month. But in Jan... (2 pages)View decision -
Decision Reference DRN-3752367
10 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3752367 The complaint Mr D complains about how Aviva Insurance Limited (“Aviva”) dealt with his claim for damage following an escape of water at his home. Any reference to Aviva includes its agents. What happened Below is a summary of what happened and doesn’t therefore include a full ... (3 pages)View decision -
Decision Reference DRN-3720931
10 Nov 2022 QIC Europe Ltd UpheldInsuranceDRN-3720931 The complaint Dr and Ms B complain that QIC Europe Ltd have declined their claim for storm damage to their property. What happened Dr and Ms B held a buildings insurance policy with QIC Europe Ltd. In February 2022 they made a claim under the policy for storm damage after their... (3 pages)View decision -
Decision Reference DRN-3798239
10 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3798239 The complaint Ms I complains AXA Insurance UK Plc didn’t handle a claim made on her motor insurance policy fairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision. What... (2 pages)View decision -
Decision Reference DRN-3781838
10 Nov 2022 Match Me Legal Ltd UpheldClaims ManagementDRN-3781838 The complaint Mr O’s complained that he’s not heard from Match Me Legal Ltd (“MML”) since February 2021 – so he’s concerned about the security of the personal information he provided to them. What happened Mr O says he was approached by MML in 2020, who told him they had eviden... (2 pages)View decision -
Decision Reference DRN-3732498
10 Nov 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3732498 Complaint Mr S complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says were misrepresented to him by the supplier. Mr S is represented by a claim... (6 pages)View decision
