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-3786503
10 Nov 2022 esure Insurance Limited UpheldInsuranceDRN-3786503 The complaint Mr P complains about how esure Insurance Limited has valued his car following a claim on his car insurance policy, about how it communicated with him during the claim and about how it took back its courtesy car. Another company has been involved in the claim but, ... (4 pages)View decision -
Decision Reference DRN-3772526
10 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3772526 The complaint Ms W, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. Had it done so, Morses would’ve realised she couldn’t afford the loans. What happened Ms W was advanced six home... (5 pages)View decision -
Decision Reference DRN-3795206
10 Nov 2022 Phoenix Life Limited UpheldInvestmentsDRN-3795206 The complaint Mr and Mrs W, as trustees of the W Trust, complain about the advice they received to take out two whole of life policies. Phoenix Life Limited is responsible for the advice. What happened In 1993, Mr and Mrs W sought advice to mitigate their potential Inheritance ... (5 pages)View decision -
Decision Reference DRN-3798813
9 Nov 2022 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-3798813 The complaint Mr G has complained that Capquest Debt Recovery Limited have been pursuing him for a debt despite his debts being written off under a Debt Relief Order (DRO). What happened This complaint surrounds a loan agreement that was sold to Capquest in 2005. In February 20... (3 pages)View decision -
Decision Reference DRN-3714350
9 Nov 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3714350 The complaint Mr A is unhappy that Sainsbury’s Bank Plc placed a block on his credit card account or with the service he received from Sainsbury’s surrounding this matter. What happened Mr A opened a credit card account with Sainsbury’s which had a credit limit of £12,000. Shor... (3 pages)View decision -
Decision Reference DRN-3773303
9 Nov 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3773303 The complaint Mrs S has complained about the way Markerstudy Insurance Company dealt with a claim she made under her car insurance policy. Her husband Mr S is representing Mrs S in her complaint. What happened On 25 October 2021 Mrs S’s car was damaged in an incident and she ma... (3 pages)View decision -
Decision Reference DRN-3684944
9 Nov 2022 Saga Services Limited UpheldInsuranceDRN-3684944 The complaint Mr and Mrs S complain about Saga Services Limited’s service and that it wrongly recorded their travel insurance claim. What happened Mr and Mrs S had an annual multi trip travel insurance policy, Saga was the broker. The policy was insured by a different business ... (3 pages)View decision -
Decision Reference DRN-3798687
9 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3798687 The complaint Miss M complains that NewDay Limited, trading as Aqua, irresponsibly lent to her by providing her with two credit cards and by regularly increasing her credit limits. I know that NewDay did not make the initial lending decisions in Miss M’s case. But it is respons... (5 pages)View decision -
Decision Reference DRN-3560558
9 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3560558 The complaint Miss C complains NewDay Ltd sent her emails that incorrectly said she was over her credit limit. She’s also unhappy with the interest charged on her account, and the level of customer service they’ve provided. What happened Miss C has a credit card account with Ne... (4 pages)View decision -
Decision Reference DRN-3459207
9 Nov 2022 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-3459207 The complaint Mrs E complained that she was given unsuitable advice to transfer her defined benefit (DB) British Steel Pension Scheme (BSPS), to a self-invested personal pension (SIPP). True Potential Wealth Management LLP is responsible for answering this complaint and so to k... (11 pages)View decision
