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 120614 results
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Decision Reference DRN-3663278
31 Aug 2022 Call Assist Ltd UpheldInsuranceDRN-3663278 The complaint Mrs A complains about Call Assist Ltd (CAL) and the service they provided when she called them to arrange recovery following a tyre blow out on her car. What happened Mrs A held a breakdown policy that was purchased through a broker, who I’ll refer to as “D”, and ... (3 pages)View decision -
Decision Reference DRN-3400596
31 Aug 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3400596 The complaint Mr A complains that PrePay Technologies Limited trading as Prepay Solutions (‘PrePay’) hasn’t refunded transactions he says he didn’t authorise. PrePay is responsible for answering complaints about payment services provided by Monese Ltd. As Mr A’s account is Mone... (4 pages)View decision -
Decision Reference DRN-3645820
31 Aug 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3645820 The complaint Ms W complains about the amount Everyday Lending Limited trading as Everyday Loans (Everyday) said she owes following the end of a loan agreement. What happened In January 2018, Ms W entered into a 30 month loan agreement with Everyday fo... (4 pages)View decision -
Decision Reference DRN-3667232
30 Aug 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3667232 The complaint Miss O complains that Inter Partner Assistance SA (“IPA”) have mishandled her legal expenses insurance claim which led to her receiving a reduced settlement. IPA use intermediaries to administer their legal expenses policy and manage claims on their behalf, so any... (2 pages)View decision -
Decision Reference DRN-3674099
30 Aug 2022 Arrow Global Limited UpheldConsumer CreditDRN-3674099 The complaint Mrs G has complained that Arrow Global Limited waited too long to default her account. What happened This complaint surrounds a consumer credit account that was sold to Arrow in August 2015. At the point Arrow bought it, it was in substantial arrears and had been ... (3 pages)View decision -
Decision Reference DRN-3661084
30 Aug 2022 Lloyds Bank PLC UpheldInsuranceDRN-3661084 The complaint Mr S on behalf of the estate of his late mother, Mrs S, has complained that Lloyds Bank PLC mis-sold two mortgage payment protection insurance (PPI) policies. Mr S has also complained about the service he received from Lloyds Bank PLC when trying to sort out his m... (2 pages)View decision -
Decision Reference DRN-2903267
30 Aug 2022 National House-Building Council UpheldInsuranceDRN-2903267 The complaint Mrs F has complained about National House-Building Council’s (NHBC’s) handling of a claim she made under her NHBC Buildmark warranty for defects with the waterproofing at a property she owns. What happened I issued a provisional decision on this complaint in March... (27 pages)View decision -
Decision Reference DRN-3672447
30 Aug 2022 GATE CAPITAL GROUP LTD UpheldPensions and AnnuitiesDRN-3672447 The complaint Ms B complains that Plutusgroup Ltd, now trading as Gate Capital Group Ltd (’Gate’), gave her unsuitable advice to switch her existing personal pension to a Self-Invested Personal Pension (‘SIPP’) and invest his funds through Organic, a Discretionary Fund Manager ... (6 pages)View decision -
Decision Reference DRN-3673646
30 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3673646 The complaint Miss B and Mr R complain that Aviva Insurance Limited (“Aviva”) have treated them unfairly in relation to a flood claim made under their home insurance. As Miss B has led this complaint with this Service, I’ll mainly refer to her. Any reference to Aviva includes r... (3 pages)View decision -
Decision Reference DRN-3575709
30 Aug 2022 Erudio Student Loans Limited UpheldConsumer CreditDRN-3575709 The complaint Ms O has complained that Erudio Student Loans Limited did not make it clear what medical evidence was needed. What happened Both sides are most familiar with what happened, so I’ll summarise things in brief. This complaint surrounds a mortgage-style student loan a... (3 pages)View decision
