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 122624 results
-
Decision Reference DRN-3559737
14 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3559737 The complaint Mrs P complains that NewDay Ltd did not register a default to her credit card account at the correct time. I know that when Mrs P applied for her credit card, it was owned by a different business. To keep things simple, I’ll refer mainly to NewDay in this decision... (4 pages)View decision -
Decision Reference DRN-3626665
14 Sep 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3626665 Complaint Mr L has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr L bought solar panels for his home in 2017. The purchase was funded by a loan from Ikano, and that business is therefo... (3 pages)View decision -
Decision Reference DRN-3573448
14 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3573448 The complaint Ms M complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it advanced her loans. What happened Ms M took four loans between May 2018 and March 2019. I’ve included some of the information we’ve rece... (5 pages)View decision -
Decision Reference DRN-3667103
14 Sep 2022 AWP Assistance UK Ltd UpheldInsuranceDRN-3667103 The complaint Mr and Mrs D are unhappy that AWP Assistance UK Ltd (AWP) didn’t attend a call out for loss of power. The policy is in joint names but, for ease, I’ll refer only to Mr D. What happened Mr D had buildings and contents insurance which included Home Emergency cover, ... (2 pages)View decision -
Decision Reference DRN-3696705
14 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3696705 The complaint A representative of Mr W’s estate has complained HSBC UK Bank plc hasn’t refunded money they believe was taken from Mr W’s account without his authorisation. What happened In December 2019 Mr W’s current account was almost emptied over the course of two days by a ... (4 pages)View decision -
Decision Reference DRN-3550029
14 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3550029 The complaint Mr P (through a representative) complains that Morses Club PLC (Morses) didn’t properly undertake affordability checks before granting these loans. What happened Mr P was advanced five home collected loans between June 2017 and June 2020. I’ve included some of the... (5 pages)View decision -
Decision Reference DRN-3571049
14 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3571049 The complaint Mr C is unhappy Bank of Scotland plc trading as Halifax won’t refund money he was tricked into sending to a fraudster. What happened Mr C was contacted by someone claiming to represent an investment company after he’d left his contact details online. The first ema... (5 pages)View decision -
Decision Reference DRN-3701445
14 Sep 2022 Prudential Lifetime Mortgages Limited UpheldMortgagesDRN-3701445 The complaint Mr and Mrs L’s attorneys, on their behalf, complain that the early repayment charge (ERC) on a lifetime mortgage with Prudential Lifetime Mortgages Limited is too high. What happened In 2008, Mr and Mrs L took out a lifetime mortgage with Prudential f... (7 pages)View decision -
Decision Reference DRN-3699614
14 Sep 2022 I Go 4 Ltd. UpheldInsuranceDRN-3699614 The complaint Mr N complains about the level of service and the fees charged by I Go 4 Ltd in regard to his motor insurance policy. What happened Mr N took out a policy through I Go 4 Ltd. It validated his details and found that a fault claim had been disclosed as non-fault. It... (3 pages)View decision -
Decision Reference DRN-3691194
14 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3691194 The complaint This complaint is about a plumbing, drainage and electrical insurance policy provided by Aviva Insurance Limited, held by the late Mrs W. Mrs W’s daughter is bringing the complaint on behalf of Mrs W’s estate. Aviva uses agents to administer the policy on its beha... (3 pages)View decision
