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 118878 results
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Decision Reference DRN-3499525
25 May 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3499525 The complaint Mr K complains that MotoNovo Finance Limited supplied him with a car which was not of satisfactory quality. He wishes to reject it. What happened In June 2021 Mr K entered into a five-year hire purchase agreement with MotoNovo for a used car. The car was around fi... (3 pages)View decision -
Decision Reference DRN-3417503
25 May 2022 AIG Life Limited UpheldInvestmentsDRN-3417503 The complaint Ms S complains about AIG Life Limited’s handling of her critical illness claim payment. She says it paid her an incorrect value following her diagnosis of cancer in January 2021, as her sum assured had undergone an annual increase three days earlier. To resolve th... (4 pages)View decision -
Decision Reference DRN-3448113
25 May 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3448113 The complaint Mrs M complains that Lloyds Bank PLC (“Lloyds”) didn’t help recover money she lost to an investment scam. What happened In May 2017, Mrs M came across an online trading broker called RTC Finance when she was looking to invest money. She registered her interest and... (9 pages)View decision -
Decision Reference DRN-2892483
25 May 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-2892483 The complaint Mr R complains that The Prudential Assurance Company Limited (‘Prudential’) caused delays in processing his drawdown and pension commencement lump sum (‘PCLS’) request, which has meant he’s lost out. What happened At 12:23pm on 17 March 2020 Mr R, via his financia... (4 pages)View decision -
Decision Reference DRN-3498024
25 May 2022 Tokio Marine Kiln Insurance Limited UpheldInsuranceDRN-3498024 The complaint Mr N has complained about Tokio Marine Kiln Insurance Limited (TMK). He isn’t happy about the way it dealt with a claim under his Guaranteed Asset Protection (GAP) insurance policy after his car was written off. Other companies have been involved in this complaint... (3 pages)View decision -
Decision Reference DRN-3389065
25 May 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3389065 The complaint Mr R acquired a car in May 2018, by means of a hire agreement with Mercedes-Benz Financial Services UK Limited trading as Mercedes Benz Financial Services (MBFS). The agreement ended in July 2021, and his car was inspected and collected from his home by MBFS’s age... (4 pages)View decision -
Decision Reference DRN-3447736
25 May 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3447736 The complaint Miss L is unhappy that Barclays Bank UK Plc hasn’t reimbursed the money she lost after she fell victim to an investment scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, Miss L has explaine... (4 pages)View decision -
Decision Reference DRN-3250647
25 May 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3250647 The complaint Mr G is unhappy with the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied, when he handed back a car he acquired under a hire purchase agreement. What happened In March 2017, Mr G entered into a three-year hire purchase agreement to acquire a b... (6 pages)View decision -
Decision Reference DRN-3487478
25 May 2022 Lendable Ltd UpheldConsumer CreditDRN-3487478 The complaint Mr H, through a representative, says Lendable Ltd irresponsibly lent to him. What happened This complaint is about a 24-month instalment loan for £2,000 that Lendable provided to Mr H on 23 June 2021. The monthly repayments were £113.27 and the total repayable was... (3 pages)View decision -
Decision Reference DRN-3259139
25 May 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3259139 The complaint Mr D complains about two loans provided to him by AvantCredit Limited trading as “AvantCredit”, which he says were unaffordable. What happened AvantCredit provided Mr D with two guarantor loans. The details of which are given in this table: Number Date Amount Inst... (4 pages)View decision
