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-3609700
17 Aug 2022 Amtrust Europe Limited UpheldInsuranceDRN-3609700 The complaint Mr A and Miss T complain Amtrust Europe Limited unfairly delayed their building warranty claim. What happened Mr A and Miss T brought a complaint to our service about a building warranty claim. That complaint was considered under a separate case, by one of our inv... (2 pages)View decision -
Decision Reference DRN-3477945
17 Aug 2022 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-3477945 The complaint Mr F complains that Home Retail Group Card Services Limited (“Argos”) unfairly closed his store card account. What happened In January 2022, Mr F tried to make a purchase using his Argos store card. The transaction was declined, so Mr F contacted Argos to find out... (3 pages)View decision -
Decision Reference DRN-3643303
17 Aug 2022 Leeds Building Society UpheldBanking and PaymentsDRN-3643303 The complaint Mr G is unhappy with how Leeds Building Society (LBS) managed the return of his daughter’s passbook when it was unable to update it at the time he was in the branch. What happened LBS’s systems were down when Mr G went to get the passbook updated. They offered to ... (3 pages)View decision -
Decision Reference DRN-3652824
17 Aug 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3652824 The complaint Miss H has complained that Madison CF UK Limited trading as 118118 Money lent to her irresponsibly. What happened Miss H borrowed £5,000 from Madison in June 2021. The loan was due to be repaid in 36 monthly instalments of about £226. The total amount repayable wa... (3 pages)View decision -
Decision Reference DRN-3652379
17 Aug 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3652379 The complaint Mr W complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) defaulted his loan account. What happened In October 2016, Mr W took a loan of £4,921.70 from BPF. It was arranged through a retailer for the purchase of a kitchen.... (4 pages)View decision -
Decision Reference DRN-3652759
17 Aug 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3652759 The complaint Mr S complains Royal & Sun Alliance Insurance Limited (‘RSA’) took a long time to complete repairs following a home insurance claim, and he’s unhappy with the quality of the workmanship and the replacement items. What happened On 24 March 2021, Mr S suffered a... (3 pages)View decision -
Decision Reference DRN-3609381
17 Aug 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3609381 Complaint Mrs H has complained that Creation Consumer Finance Ltd (“Creation”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974. Background Mrs H bought solar panels for her home in 2015. The purchase was funded by a loan from Creation, and that bu... (3 pages)View decision -
Decision Reference DRN-3532595
17 Aug 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3532595 The complaint Mrs W, Mr W and Mrs G are unhappy that Great Lakes Insurance SE declined the claims made under their travel insurance policies. What happened Mrs W purchased a single trip travel insurance policy with Great Lakes on 22 October 2019. This was to provide cover for h... (5 pages)View decision -
Decision Reference DRN-3652416
17 Aug 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3652416 The complaint Miss C complains about the quality of a car she has been financing through an agreement with MotoNovo Finance Limited (“MotoNovo”). What happened I issued my provisional decision on this complaint in July of this year. An extract from that provisional decision is ... (4 pages)View decision -
Decision Reference DRN-3652452
17 Aug 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3652452 The complaint Mr G complains that Santander UK Plc (Santander) won’t refund the money he lost in a scam. What happened Mr G says he made the following payments as part of an investment scam. Date Amount Payee Method 26/11/20 £1,026.50 D Online 30/11/20 £2,050 D Online 07/12/20 ... (8 pages)View decision
