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-4083922
4 May 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4083922 The complaint Ms R complains that American Express Services Europe Limited declined her claim for a refund of money she had spent on defective building work, under section 75 of the Consumer Credit Act 1974. What happened In September 2021 Ms R hired a contractor to do some bui... (2 pages)View decision -
Decision Reference DRN-3936323
4 May 2023 U K Insurance Limited UpheldInsuranceDRN-3936323 The complaint Ms R complains about UK Insurance Limited (UKI) who caused damage to her property, following a claim under her home emergency policy. What happened Ms R contacted UKI as her sink fell off the wall. It sent an engineer, but he didn’t cap the pipes correctly. Ms R ... (4 pages)View decision -
Decision Reference DRN-4112948
4 May 2023 Barclays Bank UK PLC UpheldConsumer CreditDRN-4112948 The complaint Mr G complains that Barclays Bank UK PLC lent him an unsecured loan when it shouldn’t have. What happened Barclays lent Mr G a loan. When Mr G complained to Barclays it didn’t uphold his complaint and so he referred. By the time we asked Barclays for its file on M... (2 pages)View decision -
Decision Reference DRN-4112906
4 May 2023 Shawbrook Bank Limited UpheldMortgagesDRN-4112906 The complaint Mr W complains that Shawbrook Bank Limited (“Shawbrook”) took an excessive amount of time to complete a Deed of Postponement (“DOP”) in relation to his second charge mortgage in order for him to complete a remortgage with his first charge lender, which meant he pa... (7 pages)View decision -
Decision Reference DRN-4083954
4 May 2023 Morses Club PLC UpheldConsumer CreditDRN-4083954 The complaint Mr G says Morses Club PLC irresponsibly lent to him. What happened Morses lent Mr G five home credit loans. From the information provided, Mr G’s borrowing history is as follows: Loan number Start date Loan amount (£) Repayment (£) 1 12 April 2019 300 15 2 10 Octo... (3 pages)View decision -
Decision Reference DRN-3841165
4 May 2023 Jewell & Petersen Ltd UpheldPensions and AnnuitiesDRN-3841165 The complaint Mr E complains about the advice given by Jewell & Petersen Ltd (‘JPL’) to transfer the benefits from his two defined-benefit (‘DB’) occupational pension schemes to a personal pension. He says the advice was unsuitable for him and believes this has caused a fin... (10 pages)View decision -
Decision Reference DRN-4007931
4 May 2023 Ald Automotive Limited UpheldConsumer CreditDRN-4007931 The complaint Mrs B is unhappy how Ald Automotive Limited dealt with an extension to a hire agreement. What happened In September 2019, Mrs B was supplied with a new car through a hire agreement with Ald. She paid an advance payment of £841.75 and the agreement was for 36 month... (4 pages)View decision -
Decision Reference DRN-4112596
4 May 2023 Cambridge Building Society UpheldMortgagesDRN-4112596 The complaint Mr M complains Cambridge Building Society didn’t have arrangements in place to accommodate his hearing needs when he wanted to apply for a mortgage. He complains that he’s lost out as a result. What happened Mr M and his wife are hard of hearing and until recently... (3 pages)View decision -
Decision Reference DRN-3957668
4 May 2023 Euroins AD UpheldInsuranceDRN-3957668 The complaint Ms H is unhappy that Euroins AD has declined a claim she made on her travel insurance policy. What happened Ms H was on holiday with her two daughters. They had luggage stolen from a car and claimed on their travel insurance policy. Ms H said the suitcases contain... (3 pages)View decision -
Decision Reference DRN-4110487
4 May 2023 CASLP Ltd UpheldInvestmentsDRN-4110487 The complaint Mr H complained, through a claims management company (CMC), that CASLP Ltd (trading as Sanlam Life and Pensions UK Limited (‘Sanlam’) provided unsuitable investment advice when it recommended Mr H to invest in a savings programme which also included life insurance... (8 pages)View decision