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 121262 results
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Decision Reference DRN-3649691
17 Aug 2022 Lloyds Bank PLC UpheldMortgagesDRN-3649691 The complaint Mr and Mrs D complain that Lloyds Bank PLC trading as Scottish Widows Bank (“SWB”) gave them the wrong redemption figure for their mortgage. They corrected this, but SWB still took the wrong amount. They said this was negligent fraud, and they wanted compensation.... (3 pages)View decision -
Decision Reference DRN-3598066
17 Aug 2022 esure Insurance Limited UpheldInsuranceDRN-3598066 The complaint Mr and Mrs N complain that esure Insurance Limited unfairly declined a claim on their home insurance. Both Mr and Mrs N are named policyholders on their esure policy, so any claim or complaint is brought by them both. But for simplicity, and because most of the in... (3 pages)View decision -
Decision Reference DRN-3349858
17 Aug 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3349858 The complaint Ms G complains that ReAssure Limited failed to transfer one of her pension plans to another provider in a timely manner. What happened Ms G held two almost identical (save for their values) pension plans with ReAssure. On 11 November 2020 ReAssure received a reque... (5 pages)View decision -
Decision Reference DRN-3609700
17 Aug 2022 Amtrust Europe Limited UpheldInsuranceDRN-3609700 The complaint Mr A and Miss T complain Amtrust Europe Limited unfairly delayed their building warranty claim. What happened Mr A and Miss T brought a complaint to our service about a building warranty claim. That complaint was considered under a separate case, by one of our inv... (2 pages)View decision -
Decision Reference DRN-3477945
17 Aug 2022 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-3477945 The complaint Mr F complains that Home Retail Group Card Services Limited (“Argos”) unfairly closed his store card account. What happened In January 2022, Mr F tried to make a purchase using his Argos store card. The transaction was declined, so Mr F contacted Argos to find out... (3 pages)View decision -
Decision Reference DRN-3643303
17 Aug 2022 Leeds Building Society UpheldBanking and PaymentsDRN-3643303 The complaint Mr G is unhappy with how Leeds Building Society (LBS) managed the return of his daughter’s passbook when it was unable to update it at the time he was in the branch. What happened LBS’s systems were down when Mr G went to get the passbook updated. They offered to ... (3 pages)View decision -
Decision Reference DRN-3652824
17 Aug 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3652824 The complaint Miss H has complained that Madison CF UK Limited trading as 118118 Money lent to her irresponsibly. What happened Miss H borrowed £5,000 from Madison in June 2021. The loan was due to be repaid in 36 monthly instalments of about £226. The total amount repayable wa... (3 pages)View decision -
Decision Reference DRN-3652379
17 Aug 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3652379 The complaint Mr W complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) defaulted his loan account. What happened In October 2016, Mr W took a loan of £4,921.70 from BPF. It was arranged through a retailer for the purchase of a kitchen.... (4 pages)View decision -
Decision Reference DRN-3652759
17 Aug 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3652759 The complaint Mr S complains Royal & Sun Alliance Insurance Limited (‘RSA’) took a long time to complete repairs following a home insurance claim, and he’s unhappy with the quality of the workmanship and the replacement items. What happened On 24 March 2021, Mr S suffered a... (3 pages)View decision -
Decision Reference DRN-3609381
17 Aug 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3609381 Complaint Mrs H has complained that Creation Consumer Finance Ltd (“Creation”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974. Background Mrs H bought solar panels for her home in 2015. The purchase was funded by a loan from Creation, and that bu... (3 pages)View decision
