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-4082350
9 Jun 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-4082350 The complaint Mrs K complains that Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve set out a s... (5 pages)View decision -
Decision Reference DRN-4037374
9 Jun 2023 esure Insurance Limited UpheldInsuranceDRN-4037374 The complaint Mrs D complains that esure Insurance Limited mis-sold her a motor insurance policy and continued to take her premiums after she had cancelled her policy. What happened Mrs D took out a new policy with esure in March 2022 and the agent told her that she could add ... (2 pages)View decision -
Decision Reference DRN-4084859
9 Jun 2023 Chetwood Financial Limited UpheldConsumer CreditDRN-4084859 The complaint Mr J complains that Chetwood Financial Limited (trading as BetterBorrow) was irresponsible to lend to him. What happened Mr J had two loans from BetterBorrow in January 2022 and May 2022 as follows: Loan Date Amount Term Monthly Repayment Due Repaid 1 26 Jan 2022 ... (3 pages)View decision -
Decision Reference DRN-4024273
9 Jun 2023 Studio Retail Limited UpheldConsumer CreditDRN-4024273 The complaint Miss S has complained that Studio Retail Limited (“Studio”) irresponsibly lent to her What happened Miss S opened a shopping account with Studio in June 2019. Her account had an initial limit of £200 which was increased in November 2019 to £600. Miss S says that ... (3 pages)View decision -
Decision Reference DRN-4176869
9 Jun 2023 National Westminster Bank Plc UpheldConsumer CreditDRN-4176869 The complaint Miss M complains that National Westminster Bank Plc trading as Ulster Bank lent irresponsibly when it approved a loan for £3,500 in August 2019. What happened In May 2018 Miss M was approved for a loan with Ulster Bank of £1,500 over a 12 month period. In Miss M’s... (3 pages)View decision -
Decision Reference DRN-3998511
9 Jun 2023 American Express Insurance Services Europe Limited UpheldBanking and PaymentsDRN-3998511 The complaint Ms G complains American Express Services Europe Limited (“AMEX”) closed her account, removed her reward points and hasn’t provided an explanation for its actions. To put things right, Ms G wants her account and reward points reinstated. What happened Ms G took out... (3 pages)View decision -
Decision Reference DRN-4064043
9 Jun 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4064043 The complaint Ms H complains that Creation Consumer Finance Ltd hasn’t done enough to fix a faulty kitchen installation. What happened In October 2020 Ms H entered into a finance agreement with Creation to fund a kitchen installation by a supplier of kitchen installations. In D... (3 pages)View decision -
Decision Reference DRN-4099294
9 Jun 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4099294 The complaint Mr O complains PayrNet Limited, trading as Pockit, restricted and hasn’t returned the funds held in it to him or the source account. To keep things simple, I’ll refer mainly to Pockit in my decision. What happened In June 2020, Pockit reviewed Mr O’s account and l... (3 pages)View decision -
Decision Reference DRN-4175035
9 Jun 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4175035 The complaint Mr T complains that The Prudential Assurance Company Limited has unreasonably delayed dealing with his request to pay him his share of the uncrystallised funds pension lump sum (UFPLS) from his pension accounts. What happened Mr T has two pension policies with Pru... (7 pages)View decision -
Decision Reference DRN-4181410
9 Jun 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-4181410 Complaint Mr N complains he was mis-sold an investment he made in a bond issued by Basset & Gold Plc (“B&G plc”). Mr N says he was misled about the risk associated with the bond – that he was told it was safe – and was also not given details of how the money he invested... (11 pages)View decision