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 119142 results
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Decision Reference DRN-3496482
1 Jun 2022 One Insurance Limited UpheldInsuranceDRN-3496482 The complaint Mr P is unhappy that One Insurance Limited declined a claim on his breakdown cover. What happened In October 2021 Mr P called One Insurance to use his breakdown cover, which came with his motor policy, to request assistance. He had a flat tyre, caused by a punctur... (2 pages)View decision -
Decision Reference DRN-3238092
1 Jun 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3238092 The complaint Mr R complains that Tesco Personal Finance PLC (“Tesco Bank”) reported a missed payment on his credit card, following the bereavement of a close family member. What happened Mr R has a credit card account with Tesco Bank. In February 2021 Mr R sadly lost a close f... (4 pages)View decision -
Decision Reference DRN-3210589
1 Jun 2022 Phoenix Life Limited UpheldInvestmentsDRN-3210589 The complaint Mr and Mrs W complain on behalf of a trust they set up to hold an investment savings plan. Their complaint is about delays when surrendering the plan. Responsibility for that activity now sits with Phoenix Life Limited. What happened In response to this complaint,... (2 pages)View decision -
Decision Reference DRN-3435984
1 Jun 2022 British Gas Insurance Limited UpheldInsuranceDRN-3435984 The complaint Mr L complains that his kitchen floor developed a hairline crack after British Gas Insurance Limited (BG) replaced his flooring following a claim under his home emergency insurance policy. What happened In 2015, Mr L claimed under his home emergency policy after h... (3 pages)View decision -
Decision Reference DRN-3334276
1 Jun 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3334276 Complaint Mr and Mrs C have complained that Shawbrook Bank Limited (“Shawbrook”) rejected their claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr and Mrs C bought solar panels for their home in 2016. The purchase was funded by a loan from Shawbroo... (3 pages)View decision -
Decision Reference DRN-3416381
1 Jun 2022 Bank of Scotland Plc UpheldMortgagesDRN-3416381 The complaint Mr and Mrs B complain that Bank of Scotland plc trading as Halifax (“Halifax”) has put a marker on the National Hunter and SIRA fraud prevention databases in connection with a mortgage application recording conflicting salary details. What happened Mr and Mrs B ap... (3 pages)View decision -
Decision Reference DRN-3456508
1 Jun 2022 Canada Life Limited UpheldInvestmentsDRN-3456508 The complaint Mrs C, through her representative, complains that Canada Life Limited mis-sold her a whole- of-life assurance policy. What happened In 1995, Canada Life recommended Mrs C apply to convert an existing term assurance policy into a whole-of-life policy. The term assu... (2 pages)View decision -
Decision Reference DRN-3281464
1 Jun 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3281464 The complaint Mr G complains 1Plus1 Loans Limited acted unfairly by accepting him as a guarantor for a loan taken out by a third party (‘the borrower’). What happened 1Plus1 Loans approved the borrower for a loan of £10,000. The term of the loan was 60 months, with repayments o... (3 pages)View decision -
Decision Reference DRN-3337510
1 Jun 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3337510 The complaint Mr F complained that AvantCredit of UK, LLC lent to him irresponsibly and provided him with unaffordable lending. What happened AvantCredit provided a loan to Mr F as follows: Date Amount Term Typical monthly repayment Total amount payable Loan status 16/06/2016 £... (3 pages)View decision -
Decision Reference DRN-3280872
1 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3280872 The complaint Mr W complains that NewDay Ltd (trading as Aqua) has refused to refund payments he made to what he believed was a legitimate investments trading company (Elcurrency). These payments were made using Mr W’s NewDay Mastercard credit card. What happened The circumstan... (4 pages)View decision
