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-3437522
5 May 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3437522 The complaint and background Mrs G has complained about how National Westminster Bank Plc has responded to her financial difficulties. She says that because of NatWest’s failure to help her, she now has an outstanding debt consisting largely of interest and charges that NatWest... (2 pages)View decision -
Decision Reference DRN-3156085
5 May 2022 Close Brothers Limited UpheldConsumer CreditDRN-3156085 The complaint Miss G has complained about the support she received from Close Brothers Limited (Close Brothers) when she found herself in financial difficulties. What happened In February 2019, Miss G entered into a conditional sale agreement with Close Brothers to acquire a us... (5 pages)View decision -
Decision Reference DRN-3394737
5 May 2022 Oplo PL Ltd UpheldConsumer CreditDRN-3394737 The complaint Mr F has complained that Oplo PL Ltd was irresponsible in lending to him. What happened In January 2019 Oplo provided Mr F with a loan of £5,000 repayable over 36 months. The monthly repayments were £196.89. Mr F said the purpose of the loan was home improvements.... (4 pages)View decision -
Decision Reference DRN-3463549
5 May 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3463549 The complaint Mr L is unhappy with a car he acquired using a hire purchase agreement provided by Motonovo Finance Limited. He says the car has had issues since he got it, mainly with the Diesel Particulate Filter (‘DPF’). What happened In October 2019 Mr L acquired a used car. ... (5 pages)View decision -
Decision Reference DRN-3445338
5 May 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3445338 The complaint Ms M complains that Everyday Lending Limited, trading as Everyday Loans, lent to her irresponsibly and without carrying out proper affordability checks. She would like all the fees and charges associated with the loans refunded. What happened Between November 2014... (3 pages)View decision -
Decision Reference DRN-2926802
5 May 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-2926802 The complaint Mrs P complains that ReAssure Limited delayed her monthly annuity payment. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my decis... (2 pages)View decision -
Decision Reference DRN-3395277
5 May 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3395277 The complaint Mr B has complained that AXA Insurance UK Plc (‘AXA’) declined his claim for water damage under his home insurance policy What happened Mr B had a home insurance policy with AXA from January 2021 and an insurance policy with a different insurer prior to that date.... (4 pages)View decision -
Decision Reference DRN-3300481
5 May 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3300481 The complaint Miss C is complaining that AvantCredit of UK, LLC irresponsibly lent to her. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-3463419
5 May 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3463419 The complaint Mrs M and Mr M complain about their online experience with National Savings and Investments (NSI). What happened Mr M held a Power of Attorney (POA) on his mother’s (Mrs M) account. Mrs M had a savings account with NSI, and Mr M also had a savings account and prem... (3 pages)View decision -
Decision Reference DRN-3331051
5 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3331051 The complaint Miss B complains that HSBC UK Bank Plc (“HSBC”) irresponsibly provided an overdraft to her, and refused to assist her when she told them about her financial difficulties. What happened Miss B says that in 2011 HSBC irresponsibly gave her a £2,000 overdraft on her ... (4 pages)View decision
