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 120469 results
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Decision Reference DRN-3648432
22 Aug 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3648432 Complaint Mr S has complained about personal loans Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says that his circumstances weren’t adequately assessed and this led to him being provided with unaffordable loans. Background Everyday Loans initially ... (3 pages)View decision -
Decision Reference DRN-3592211
21 Aug 2022 Countrywide Assured Plc UpheldInvestmentsDRN-3592211 The complaint Mrs A complains that Countrywide Assured Plc (‘Countrywide’) unreasonably continued to take premiums for her reviewable whole of life policy despite knowing she had since moved abroad – which meant the premiums ought to have ceased after one year. What happened Th... (4 pages)View decision -
Decision Reference DRN-3456498
20 Aug 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3456498 The complaint Miss D and Mr H complain about how AXA Insurance UK Plc handled their claim on their landlord’s insurance policy. What happened Miss D and Mr H had a landlord’s insurance policy with AXA. In March 2021 their tenants moved out and they started renovations on the pr... (3 pages)View decision -
Decision Reference DRN-3649753
20 Aug 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3649753 The complaint Mr W complained to Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (“VWFS”) that it didn’t treat him fairly when it terminated his hire purchase agreement. What happened VWFS entered into a hire purchase agreement with Mr ... (6 pages)View decision -
Decision Reference DRN-3633572
20 Aug 2022 U K Insurance Limited UpheldInsuranceDRN-3633572 The complaint Mrs I complains about how U K Insurance Limited trading as Sainsbury's Home Insurance (“UKI”) handled her complaint on her home insurance policy. What happened Mrs I had home insurance that was underwritten by UKI. In November 2018 she made a claim after noti... (3 pages)View decision -
Decision Reference DRN-3658324
20 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3658324 The complaint Mrs W complains for and behalf of the estate of Mrs S that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it provided the late Mrs S with a credit card and increased her credit limit on three occasions. What happened NewDay opened a credit card ac... (5 pages)View decision -
Decision Reference DRN-3658100
19 Aug 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3658100 The complaint Mr L complains Nationwide Building Society (“NBS”) has not fairly dealt with a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). Mr L is represented in his complaint by a Mr M. What happened I issued a provisional decision on Mr L’s complaint... (10 pages)View decision -
Decision Reference DRN-3191384
19 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3191384 The complaint Mr P is unhappy because HSBC UK Bank Plc (“HSBC”) declined to refund £1,800 which he lost as the result of a scam. What happened The details of the complaint are well known to both parties, so I won’t go into every detail of what happened here. But in summary, bot... (5 pages)View decision -
Decision Reference DRN-3608230
19 Aug 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3608230 The complaint Mrs B complains that Lloyds Bank General Insurance Limited (Lloyds) has treated her unfairly with the cost of her buildings insurance over a number of years. What happened Mrs B’s buildings and contents was insured with Lloyds from 2009 until 2020. When the insura... (3 pages)View decision -
Decision Reference DRN-3589152
19 Aug 2022 Rhino Protect Limited UpheldInsuranceDRN-3589152 The complaint Miss S complains that Rhino Protect Limited (RP) cancelled her home seller’s insurance without any explanation. What happened Miss S purchased a policy online from RP on 9 November 2020. During the online purchase process, Miss S explained that she was directed to... (5 pages)View decision
