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 122580 results
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Decision Reference DRN-3679625
16 Sep 2022 Accord Mortgages Limited UpheldMortgagesDRN-3679625 The complaint Mr D told us he had to sell his house not long after purchase. He complains about how much he paid Accord Mortgages Limited to redeem his mortgage. He thought he had paid more off the loan, and he didn’t think he should have to pay an Early Repayment Charge (“ERC”... (4 pages)View decision -
Decision Reference DRN-3552205
16 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3552205 The complaint Mr G has complained that NewDay Ltd trading as Aqua irresponsibly lent to him. He says he was provided with credit that he couldn’t afford and he lost out as a result. What happened Mr G opened a credit card account with NewDay in November 2015. His credit limit w... (4 pages)View decision -
Decision Reference DRN-3406007
16 Sep 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3406007 The complaint Mr S complains that Aviva Life & Pensions UK limited failed to provide him with accurate information about the value of his pension policy. What happened The details of this complaint are well known to both parties and as such I have only summarised them below... (3 pages)View decision -
Decision Reference DRN-3428976
16 Sep 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3428976 The complaint Mr G complains that PayPal (Europe) Sarl et Cie SCA allowed him to use his accounts with them to gamble extensively without any interventions or checks. Mr G also complains that PayPal (Europe) Sarl et Cie SCA breached their own terms and conditions by permitting ... (3 pages)View decision -
Decision Reference DRN-3698472
16 Sep 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3698472 The complaint Mr S has complained that Tesco Underwriting Limited didn’t do all it could have done when a claim against a car he owned previously was made against his motor policy, when he had omitted accidentally in telling Tesco he had already sold his car some months previou... (3 pages)View decision -
Decision Reference DRN-3644806
16 Sep 2022 Studio Retail Limited UpheldConsumer CreditDRN-3644806 The complaint Ms S says Studio Retail Limited (“Studio Retail”) irresponsibly lent to her. She has requested that interest and late payment charges she paid on the account from when she was given a credit limit increase in March 2013 be refunded. What happened This complaint is... (4 pages)View decision -
Decision Reference DRN-3703279
16 Sep 2022 esure Insurance Limited UpheldInsuranceDRN-3703279 The complaint Mrs K, and Mr K, complain that esure Insurance Limited handled their insurance claim for escape of water poorly. Mrs K has been the primary complainant in this case, so I’ll mainly refer to her. What happened Mrs K has a home insurance policy with esure and had ca... (2 pages)View decision -
Decision Reference DRN-3687063
16 Sep 2022 Fairstone Wealth Management Limited UpheldPensions and AnnuitiesDRN-3687063 The complaint Mr A complains that Fairstone Wealth Management Limited (Fairstone) mismanaged his pension because his funds remained in a cash account rather than being invested. Mr A believes he’s suffered a financial loss as a result. What happened In Nove... (9 pages)View decision -
Decision Reference DRN-3657030
16 Sep 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3657030 The complaint Mrs K complains that the car she acquired through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In June 2021, Mrs K acquired a new car through a conditional sale agreement with Santander. She noticed ex... (3 pages)View decision -
Decision Reference DRN-3703819
16 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3703819 The complaint Mr P complains that AXA Insurance UK Plc hasn’t fully settled a medical expenses claim he made on a travel insurance policy. What happened Mr P was on holiday abroad in a country I’ll call K. He was due to fly back to the UK on 17 March 2020. However, on 10 March ... (6 pages)View decision
