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 120469 results
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Decision Reference DRN-3583843
7 Jul 2022 Bank of Scotland Plc UpheldMortgagesDRN-3583843 The complaint Mr A complains that Bank of Scotland plc trading as Halifax told him he couldn’t qualify for a mortgage with only a 5% deposit, because of his credit file. But it now says it will only lend on the property he wants to buy if he can pay a 15% deposit. What happened... (4 pages)View decision -
Decision Reference DRN-3584776
7 Jul 2022 BISL Limited UpheldInsuranceDRN-3584776 The complaint Miss P is unhappy with BISL Limited for how they’ve administered her motor insurance policy. Miss P took out a motor insurance policy with Company GI - BISL arranges and administers policies for Company GI. As the matters in this complaint fall under the responsib... (4 pages)View decision -
Decision Reference DRN-3584161
7 Jul 2022 Harvey & Thompson Limited UpheldConsumer CreditDRN-3584161 The complaint Mrs D complains that the loans she had from Harvey & Thompson Limited were unaffordable to her. What happened Mrs D had five loans from Harvey & Thompson between April 2017 and August 2018 as follows: Loan Date Amount Term Max Monthly Repayment Due Repaid ... (3 pages)View decision -
Decision Reference DRN-3370244
7 Jul 2022 Building Block Insurance PCC Ltd UpheldInsuranceDRN-3370244 The complaint Mrs W complains about Building Block Insurance PCC Limited (BBI) rejecting a claim under her pet insurance policy for treatment to her dog. References to BBI include their agents who administer the policy. What happened Mrs W had a dog covered by a pet insurance p... (3 pages)View decision -
Decision Reference DRN-3559752
7 Jul 2022 British Gas Services Limited UpheldInsuranceDRN-3559752 The complaint Miss H complains about how British Gas Services Limited handled her request for an annual service and subsequent problems with her boiler. What happened Miss H had a home care policy with British Gas. This included an annual service of her boiler. In October 2021 ... (2 pages)View decision -
Decision Reference DRN-3584278
7 Jul 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3584278 The complaint Mr W complains that Madison CF UK Limited (“118 118 Money”) lent to him in an irresponsible manner. What happened Mr W was given 3 loans by 118 118 Money. He borrowed £2,250 in February 2016 and agreed to repay this over 24 months. He refinanced that loan in March... (4 pages)View decision -
Decision Reference DRN-3581644
7 Jul 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3581644 The complaint Mr G has complained about the way Advantage Insurance Company Limited handled a claim he made under his car insurance policy. All reference to the insurer Advantage in my decision includes its agents. What happened Mr G was involved in an incident on 31 October 20... (5 pages)View decision -
Decision Reference DRN-3197218
7 Jul 2022 UK Credit Limited UpheldConsumer CreditDRN-3197218 The complaint Miss H complains that the loan she had from UK Credit Limited was unaffordable to her. What happened Miss H took out a guarantor loan with UK Credit on 25 January 2019. She borrowed £2,500 and was due to repay £127.03 monthly for 36 months. Miss H paid one monthly... (4 pages)View decision -
Decision Reference DRN-3299485
7 Jul 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3299485 The complaint Mrs B complains that Sainsbury's Bank Plc didn’t do enough to protect her from losing £4,999 to an investment scam. What happened The detailed background to this complaint is well known to both parties, so I’ll only provide a brief overview of some of the key... (4 pages)View decision -
Decision Reference DRN-3494905
7 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3494905 The complaint Ms T complains that Barclays Bank UK PLC has refused to refund her for transactions she says she didn’t make. What happened On 27 January 2020 a payment was made from Ms T’s account to a company that I’ll call A. Over the following 18 months, a further 53 payments... (3 pages)View decision
