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-3480184
25 May 2022 AWP P&C SA UpheldInsuranceDRN-3480184 The complaint Ms P has complained about AWP P&C SA. She isn’t happy about the way it dealt with a claim under her home emergency insurance policy. Other companies have been involved in this complaint, but as AWP P&C SA are responsible for it, I’ve just referred to AWP i... (2 pages)View decision -
Decision Reference DRN-3492528
25 May 2022 Hamsard 3225 Limited UpheldConsumer CreditDRN-3492528 The complaint Miss J through a representative complains Hamsard 3225 Limited trading as CLC Finance (Hamsard) gave her loans she couldn’t afford to repay. What happened Miss J took four home collected loans between October 2018 and January 2019 I’ve included some of the informa... (6 pages)View decision -
Decision Reference DRN-3492636
25 May 2022 Evergreen Finance London Limited UpheldConsumer CreditDRN-3492636 The complaint Mr G complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) gave him loans that he couldn’t afford to repay. Mr G also says that after he told MoneyBoat he was having difficulties and after doing so it increased the amount he had to repa... (8 pages)View decision -
Decision Reference DRN-3463569
24 May 2022 Gresham Insurance Company Limited UpheldInsuranceDRN-3463569 The complaint Mr and Mrs A complain that Gresham Insurance Company Limited unfairly declined their claim on their home insurance. What happened Mr and Mrs A had home insurance with Gresham. In May 2021 a boundary wall at their property collapsed. This was jointly owned by Mr an... (2 pages)View decision -
Decision Reference DRN-3496984
24 May 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3496984 The complaint Mr P complains that The Royal Bank of Scotland Plc (RBS) made him feel like a criminal with how they treated him in relation to their security processes. What happened Mr P attempted to make a payment online to a friend of his for £5,000 as part of a car purchase.... (6 pages)View decision -
Decision Reference DRN-3468974
24 May 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3468974 The complaint Miss W complained that Everyday Lending Limited trading as Everyday Loans lent to her irresponsibly and provided a loan that was unaffordable. What happened Miss W took out a loan with Everyday Loans as follows: Date taken Loan amount Term Monthly repayment Total ... (3 pages)View decision -
Decision Reference DRN-3495008
24 May 2022 Studio Retail Limited UpheldConsumer CreditDRN-3495008 The complaint Mrs M complains that Studio Retail Limited (“Studio”) supplied her with a chair that wasn’t fit for purpose, as it had pieces missing. Studio sent her a replacement chair, but that had the same items missing. Studio failed to collect the two chairs as agreed which... (6 pages)View decision -
Decision Reference DRN-3431674
24 May 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3431674 The complaint Mrs W complains about the settlement offered by Advantage Insurance Company Limited following a claim on her car insurance. Mrs W’s husband, Mr W – a named driver on the policy, has brought the complaint on Mrs W’s behalf. However for ease of reading, all referenc... (3 pages)View decision -
Decision Reference DRN-3333240
24 May 2022 Clydesdale Bank Plc UpheldConsumer CreditDRN-3333240 The complaint Mr P complains that Clydesdale Bank Plc (Clydesdale) marked his credit file with a missed payment marker. What happened Mr P had a loan from Clydesdale. It was originally provided by Yorkshire Bank – which was then rebranded as Virgin Money. But I will refer to th... (3 pages)View decision -
Decision Reference DRN-3034330
24 May 2022 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3034330 The complaint Mr B complains that Zurich Assurance Ltd (‘Zurich’) failed to respond to him with information about his personal pension in a timely way. What happened Zurich held a personal pension policy in Mr B’s name, but it didn’t have an up to date address for him. It locat... (3 pages)View decision
