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 128312 results
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Decision Reference DRN-4094003
4 May 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4094003 The complaint Mr N complains that a car acquired with finance from MotoNovo Finance Limited wasn’t of satisfactory quality. What happened In April 2021 Mr N was supplied with a car and entered into a hire purchase agreement. Mr N experienced issues with the car which couldn’t b... (2 pages)View decision -
Decision Reference DRN-3808332
4 May 2023 Computershare Investor Services Plc UpheldInvestmentsDRN-3808332 The complaint Miss G complains that Computershare Investor Services Plc (Computershare) gave her incorrect information regarding replacing a share certificate. As a result of the delay caused by Computershare’s error, Miss G says she was unable to sell the shares she held in th... (3 pages)View decision -
Decision Reference DRN-4055619
4 May 2023 ComplianceTrak Limited UpheldInsuranceDRN-4055619 The complaint Mr E complains Compliance Trak Limited dealt with his motor warranty claims unfairly. What happened Mr E’s unhappy with how Compliance Trak handled two warranty claims. He feels the policy was mis-sold, so would like a full refund of the premium. Our investigator ... (2 pages)View decision -
Decision Reference DRN-4080985
4 May 2023 Zurich Insurance PLC UpheldInsuranceDRN-4080985 The complaint Mrs B has complained about how Zurich Insurance PLC (Zurich) dealt with a claim under her home insurance policy. What happened Mrs B contacted Zurich to make a claim following a flood at her home. As the claim continued, Mrs B raised some complaints as she was con... (3 pages)View decision -
Decision Reference DRN-4112395
4 May 2023 AWP P&C SA UpheldInsuranceDRN-4112395 The complaint Mr M and Mrs G complain about how AWP P&C SA dealt with a claim against their travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. ... (4 pages)View decision -
Decision Reference DRN-3740410
4 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3740410 The complaint Miss K has complained that Santander UK Plc unreasonably refused to refund a series of transactions debited from her account between 17 and 18 December 2021 following the loss or theft of her phone and debit card on 17 December. What happened After Miss K had been... (3 pages)View decision -
Decision Reference DRN-4112017
4 May 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4112017 The complaint Mr H complains that Loans 2 Go Limited lent to him irresponsibly. He has said that he was given a loan having just taken a high interest loan and having multiple large debts. What happened Mr H was approved for one loan on 16 July 2022 and complained to Loans 2 Go... (4 pages)View decision -
Decision Reference DRN-4112855
4 May 2023 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4112855 The complaint Ms M complains about the acts of Mr M2. She says he gave her unsuitable advice to switch her pension to a self-invested personal pension (SIPP) to make a high-risk investment. She says Quilter Financial Services Ltd (Quilter Financial) is responsible because Mr M2... (10 pages)View decision -
Decision Reference DRN-4066228
4 May 2023 Clydesdale Bank Plc UpheldConsumer CreditDRN-4066228 The complaint Miss E complains Clydesdale Bank Plc trading as Virgin Money (‘Clydesdale’) has acted unfairly in relation to a loan it provided her with. What happened Clydesdale approved Miss E for a £6,400 loan. Miss E says this loan was used to settle a third-party loan (I’ll... (3 pages)View decision -
Decision Reference DRN-4074741
4 May 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4074741 The complaint Miss D complains Madison CF UK Limited trading as 118 118 Money (‘118 118 Money”) irresponsibly lent to her. Miss D did have a previous loan with 118 118 Money, but she is only complaining about the most recent loan which is set out below. What happened Miss D was... (3 pages)View decision