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-3495402
13 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3495402 The complaint Ms H complains that NewDay Ltd, trading as Debenhams, lent to her irresponsibly. What happened In November 2020 Ms H opened a credit card account with NewDay. She had an account limit of £500 which didn’t change during the life of the account. Ms H says that NewDa... (3 pages)View decision -
Decision Reference DRN-3455306
13 Jun 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3455306 The complaint Ms P complains that AvantCredit of UK, LLC, trading as AvantCredit, lent to her irresponsibly and without carrying out proper affordability checks. She would like all the fees and charges associated with the loan refunded. What happened In October 2014 AvantCredit... (2 pages)View decision -
Decision Reference DRN-3503795
13 Jun 2022 U K Insurance Limited UpheldInsuranceDRN-3503795 The complaint Mr H complains that U K Insurance Limited trading as NIG mismanaged his property owners insurance claim. I’ll refer to U K Insurance and their contractors as UKI. What happened Mr H has property owners insurance with UKI. He says he made an escape of water claim b... (2 pages)View decision -
Decision Reference DRN-3514141
13 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3514141 The complaint Miss F complains that she was mis-sold a fee-paying Advantage Gold Account (AGA) in 2004 by National Westminster Bank Plc (NatWest). What happened I have previously issued a provisional decision about this complaint. The following represents excerpts from my provi... (3 pages)View decision -
Decision Reference DRN-3518850
13 Jun 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3518850 The complaint Mr H complains that Portal Financial Services LLP (Portal) provided unsuitable advice regarding the transfer of: deferred benefits he held in a defined benefits occupational pension scheme (OPS); and two personal pensions into a new personal pension plan. What hap... (8 pages)View decision -
Decision Reference DRN-3539464
13 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3539464 The complaint Mr D complains that NewDay Ltd, trading as Aqua (NewDay) acted irresponsibly in lending to him by increasing his credit card limit several times. What happened Mr D opened a NewDay credit card account in October 2013 with an initial credit limit of £500. His credi... (6 pages)View decision -
Decision Reference DRN-3534235
13 Jun 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3534235 The complaint Mr W complains that a car supplied through a finance agreement with Moneybarn No.1 Limited (“Moneybarn”) was not of satisfactory quality. He says Moneybarn failed to support him with hiring a replacement car and didn’t adequately compensate him. What happened I is... (6 pages)View decision -
Decision Reference DRN-3479017
13 Jun 2022 American International Group UK Limited UpheldInsuranceDRN-3479017 The complaint Miss G complained about the service provided by American International Group UK Ltd (“AIG”) following her mobile phone insurance claim. What happened Miss G had mobile phone and gadget insurance through her joint bank account. Miss G dropped her phone on 23 August... (2 pages)View decision -
Decision Reference DRN-3481305
13 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3481305 The complaint Mr L has complained about the extent of the increase of his premium for a lifetime pet policy underwritten by Aviva Insurance Limited. What happened Mr L bought his policy in November 2018 for his dog. At the renewal in 2020, Mr L noticed his premium had risen fro... (2 pages)View decision -
Decision Reference DRN-3502322
13 Jun 2022 Progressive Money Limited UpheldConsumer CreditDRN-3502322 The complaint Mr H complains that Progressive Money Limited (PML) lent him money on a high cost loan which he was unable to afford to repay. What happened PML provided Mr H with a loan on 22 May 2018 for £10,000, repayable over 48 months at the rate of £410 a month. Mr H compla... (4 pages)View decision
