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-3280143
11 Apr 2022 St Andrew's Insurance plc UpheldInsuranceDRN-3280143 The complaint Miss M has complained that St Andrew’s Insurance Plc has declined a claim she made for unemployment on her mortgage payment protection insurance policy. What happened Miss M had made a previous claim for unemployment that ended in July 2021, having paid out for th... (2 pages)View decision -
Decision Reference DRN-3196348
11 Apr 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3196348 The complaint Miss T complains Sainsbury’s Bank plc (Sainsbury’s) failed to keep to its agreement to spread a missed loan payment over the remaining term of her loan account. What happened Miss T says she approached Sainsbury’s in early March 2021 as she was struggling to meet ... (4 pages)View decision -
Decision Reference DRN-3419395
11 Apr 2022 Close Brothers Limited UpheldConsumer CreditDRN-3419395 The complaint Mr P complains about the quality of a car he has been financing through an agreement with Close Brother Limited (“Close Brothers”). What happened I issued my provisional decision on this complaint in March 2022. An extract from that provisional decision is set out... (3 pages)View decision -
Decision Reference DRN-3348568
11 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3348568 The complaint Ms C has complained that Everyday Lending Limited was irresponsible in lending to her. What happened In December 2018 Everyday Lending provided Ms C with a loan of £5,000 repayable over 36 months with a monthly repayment of £279.35. The loan was repaid in November... (3 pages)View decision -
Decision Reference DRN-3415493
11 Apr 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3415493 The complaint Mr E complains about the quality of a car he has been financing through an agreement with Oodle Financial Services Limited (“Oodle”). What happened I issued my first provisional decision on this complaint January 2022 and a further provisional decision in February... (4 pages)View decision -
Decision Reference DRN-3426638
11 Apr 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3426638 The complaint Ms B, through her representative, complains that the advice she received from Phoenix Life Limited to take out a Free Standing Additional Voluntary Contribution (FSAVC) plan was unsuitable. She says that if she’d been properly advised she would have contributed to... (5 pages)View decision -
Decision Reference DRN-3426929
11 Apr 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3426929 The complaint Mr and Mrs C have complained about repairs completed by their motor insurer Admiral Insurance Company Limited following vandalism of their car (involving petrol being poured into its interior). What happened In April 2021 a vandal smashed the passenger window and ... (4 pages)View decision -
Decision Reference DRN-3414870
11 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3414870 The complaint Ms H complains that HSBC UK Bank Plc (“HSBC”) didn’t help recover the money she lost to an investment scam. What happened In November 2017, Ms H came across Greenfields Capital on the internet when she was looking to invest money. She registered her interest and ... (6 pages)View decision -
Decision Reference DRN-3268362
11 Apr 2022 Building Block Insurance PCC Ltd UpheldInsuranceDRN-3268362 The complaint Mrs C has complained that Building Block Insurance PCC Limited (BBI) has declined a claim she made under her pet insurance policy on the ground that the treatment claimed for related to a pre-existing condition. What happened Mrs C’s dog, which I’ll refer to as “R... (3 pages)View decision -
Decision Reference DRN-3386149
11 Apr 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3386149 The complaint Mr and Mrs S have complained that Shawbrook Bank Limited (“Shawbrook”) rejected their claim against it under section 75 of the Consumer Credit Act 1974 in relation to their purchase of some solar panels. Background Mr and Mrs S bought solar panels for their home i... (3 pages)View decision
