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-3157055
21 Jul 2022 Motability Operations Limited UpheldConsumer CreditDRN-3157055 The complaint Mr T is unhappy with how Motability Operations Limited (MO) dealt with his collection of a replacement vehicle following the end of his existing contract hire agreement. What happened Mr T had been supplied with a car through a contract hire agreement with MO. In ... (3 pages)View decision -
Decision Reference DRN-3462594
21 Jul 2022 Happy Customers Group Ltd UpheldConsumer CreditDRN-3462594 The complaint Mrs S complains that Happy Customers Group Ltd trading as Pay As You Go Carpets (HCG) didn’t accept her complaint about poorly fitted laminate flooring and hid charges from her. What happened Mrs S was seeking to buy some flooring and made an appointment with a su... (3 pages)View decision -
Decision Reference DRN-3402953
21 Jul 2022 Morses Club PLC UpheldConsumer CreditDRN-3402953 The complaint Mr B complains that Morses Club PLC lent to him irresponsibly. What happened Using information provided by Morses, here is a table of the approved loans. Loan Date Taken Date Repaid Instalments Amount Repayment 1 28/07/2016 18/02/2017 33 £300.00 £15.00 2 22/12/201... (4 pages)View decision -
Decision Reference DRN-3607860
21 Jul 2022 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-3607860 The complaint Mr M is unhappy with Ocaso SA, Compania de Seguros y Reaseguros following its response to his claim on his legal expenses insurance. All references to Ocaso include its agents. What happened Mr M bought his house in May 2015. He took out insurance with Ocaso in Au... (7 pages)View decision -
Decision Reference DRN-3575915
21 Jul 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3575915 The complaint Mrs A complains through her representative that Loans 2 Go lent money to her irresponsibly on a high cost loan, that she has been unable to afford to repay. What happened Loans 2 Go provided Mrs A with a loan for £1,000 on 27 September 2021, repayable over 78 week... (3 pages)View decision -
Decision Reference DRN-3607529
21 Jul 2022 Soteria Insurance Limited UpheldInsuranceDRN-3607529 The complaint Mr T and Ms T complain that they were mis-sold home emergency cover by Soteria Insurance Limited. What happened Mr T and Ms S have a home insurance policy underwritten by Soteria, which covers their home’s buildings and contents, amongst other things. When they bo... (2 pages)View decision -
Decision Reference DRN-3607433
21 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3607433 The complaint Ms R is unhappy with the service she received from Barclays Bank UK PLC surrounding the handling of the closure of an account she held jointly with her ex-husband. What happened Ms R held a joint current account with her ex-husband from whom she was in the process... (4 pages)View decision -
Decision Reference DRN-3585219
21 Jul 2022 Bank of Ireland (UK) Plc UpheldMortgagesDRN-3585219 The complaint Mr and Mrs L complain that Bank of Ireland (UK) Plc (“BoI”) has offered them higher interest rates on their mortgage unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. Instead I’ll sum... (4 pages)View decision -
Decision Reference DRN-3064004
21 Jul 2022 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-3064004 The complaint Ms B complains about the advice given by Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (“Sun Life”) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She believ... (8 pages)View decision -
Decision Reference DRN-3284487
21 Jul 2022 Legal and General Assurance Society Limited UpheldInvestmentsDRN-3284487 The complaint Ms M complains that Legal and General Assurance Society Limited (‘L&G’) acted unfairly when receiving premiums for her protection policy by suggesting she had let her policy fall into arrears – which was not the case. She says this caused her worry and upset. ... (5 pages)View decision
