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 125299 results
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Decision Reference DRN-3892839
19 Jan 2023 Madison CF UK Limited UpheldConsumer CreditDRN-3892839 The complaint Mr K complains that Madison CF UK Limited, trading as 118 118 Money, have provided insufficient information to reassure him that his loan settlement figure is accurate. Also, that they sent him the personal details of another customer. What happened I issued my pr... (5 pages)View decision -
Decision Reference DRN-3683447
19 Jan 2023 Amtrust Europe Limited UpheldInsuranceDRN-3683447 The complaint F complains Amtrust Europe Limited hasn’t provided a fair settlement for a claim it made on its landlord insurance policy. Mr M and Mrs R have brought the complaint on behalf of F, which is their business. What happened F owns a property that was let to a tenant. ... (5 pages)View decision -
Decision Reference DRN-3838583
19 Jan 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3838583 The complaint Ms L complains that Lloyds Bank PLC won’t refund the money she lost, after she fell victim to an investment scam. What happened Ms L had been looking for somewhere to place her money where it would earn greater interest than if it was with her bank. She told us sh... (7 pages)View decision -
Decision Reference DRN-3896932
19 Jan 2023 Kensington Mortgage Company Limited UpheldMortgagesDRN-3896932 The complaint Mrs O complains that Kensington Mortgage Company Limited wouldn’t allow her access to a new fixed interest rate, and that it forced her into financial difficulties as a result. She’s also concerned that it failed to account for payments she had made. What happened... (6 pages)View decision -
Decision Reference DRN-3911085
19 Jan 2023 U K Insurance Limited UpheldInsuranceDRN-3911085 The complaint Miss A has complained about her car insurer, U K Insurance Limited (UKI) because it has accused her of fraud, cancelled her policy and declined her claim for theft. What happened Miss A was driving her car when it started to lose power and she had to pull over in ... (6 pages)View decision -
Decision Reference DRN-3840734
19 Jan 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3840734 The complaint Mr C complains that Metro Bank PLC (‘Metro’) won’t refund the money he lost in a scam. What happened Mr C is represented in this case but for ease I’ll refer to Mr C throughout this decision. Mr C says that he received a call from someone who claimed to be from Me... (3 pages)View decision -
Decision Reference DRN-3460379
19 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3460379 The complaint Mr M is unhappy that NewDay Ltd would not provide a refund for a purchase he made using his credit card. What happened In June 2021, Mr M made a purchase using his credit card account with NewDay. The item that Mr M bought was a mobile telephone handset from an on... (3 pages)View decision -
Decision Reference DRN-3879730
19 Jan 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3879730 The complaint Ms D and Ms D complains that Shawbrook Bank Limited (“Shawbrook”) didn’t respond to a claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Ms D and Ms ... (6 pages)View decision -
Decision Reference DRN-3638349
19 Jan 2023 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-3638349 The complaint Mr B complains that Scottish Friendly Assurance Society Limited failed to locate his policy which caused him distress and inconvenience. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are no... (2 pages)View decision -
Decision Reference DRN-3795921
19 Jan 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3795921 The complaint Mr J complains that Aviva Life & Pensions UK Limited (Aviva) unfairly refused his request to confirm the name of his original employer each time it sends him correspondence regarding his two pension policies. He’d also like to receive a single P60 for his two ... (6 pages)View decision
