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 119142 results
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Decision Reference DRN-3368971
6 Jul 2022 Morses Club PLC UpheldConsumer CreditDRN-3368971 The complaint Ms D, through her representative, complains that Morses Club PLC lent to her irresponsibly. What happened Using information from Morses, here is a brief table of the approved loans. Loan Date Taken Date Repaid Weekly Instalments Amount Max. Weekly Repayment 1 15/1... (5 pages)View decision -
Decision Reference DRN-3547297
6 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3547297 The complaint A company, which I will refer to as ‘H’, complains about Royal & Sun Alliance Insurance Limited (RSA)’s handling of their buildings insurance claim. Mr P has brought the complaint on behalf of H, and is represented in the complaint by Mr L. However, for ease I... (2 pages)View decision -
Decision Reference DRN-3582632
6 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3582632 The complaint Mr W complains that HSBC UK Bank Plc has refused to refund payments he made to what he believed was a legitimate investments trading company (Olsson Capital). Mr W made these payments using his HSBC Visa debit card. What happened The circumstances of this complai... (8 pages)View decision -
Decision Reference DRN-3554759
6 Jul 2022 Close Brothers Limited UpheldConsumer CreditDRN-3554759 The complaint Mr R is unhappy with the charges Close Brothers Limited (“Close Brothers”) applied, when he handed back a car he acquired under a conditional sale agreement. What happened In September 2019, Mr R entered into a four-year conditional sale agreement to acquire a use... (3 pages)View decision -
Decision Reference DRN-3459463
6 Jul 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3459463 The complaint Mr O complained that 1Plus1 Loans Limited trading as 1Plus1 Loans lent to him irresponsibly and provided him with an unaffordable loan. What happened Mr O was given a loan by 1Plus1 as follows: Date taken Amount Term Monthly repayment Interest Loan status March 20... (5 pages)View decision -
Decision Reference DRN-3549003
6 Jul 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3549003 The complaint Mr S has complained that Casualty & General Insurance Company (Europe) Ltd unreasonably refused to pay his claim under his pet policy. As a result, it also imposed a retrospective exclusion on his policy, which Mr S didn’t think was fair. What happened Mr S ha... (3 pages)View decision -
Decision Reference DRN-3200889
6 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3200889 The complaint M, a limited company, complains that Barclays Bank UK PLC unfairly froze its bank account. M is being represented by its director, who I’ll refer to as Mr K. What happened Barclays froze M’s account in April 2021, after being notified that M would be dissolved. Be... (2 pages)View decision -
Decision Reference DRN-3582434
6 Jul 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3582434 The complaint Mr R complains Vauxhall Finance plc (Vauxhall) provided him with a car which he doesn’t believe was of satisfactory quality. What happened In February 2020, Mr R entered into a 48 month conditional sale agreement with Vauxhall for a used car. The ... (4 pages)View decision -
Decision Reference DRN-3487543
6 Jul 2022 ERGO Reiseversicherung AG UpheldInsuranceDRN-3487543 The complaint Miss A is unhappy that ERGO Reiseversicherung AG (ERGO) declined her claim under her mobile phone insurance for theft. What happened Miss A had mobile phone insurance with ERGO. She claimed under her policy because her phone was stolen from her bag during a party.... (3 pages)View decision -
Decision Reference DRN-3580317
6 Jul 2022 Cowgills Wealth Limited UpheldPensions and AnnuitiesDRN-3580317 The complaint Mr S complains about the advice he received from Cowgills Wealth Limited to transfer his deferred defined pension (DB) benefits to a personal pension. What happened In 2015 Mr S received advice from Cowgills about his pension arrangements. At the time of the advic... (8 pages)View decision
