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 123872 results
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Decision Reference DRN-3681339
12 Oct 2022 Zopa Bank Limited UpheldConsumer CreditDRN-3681339 The complaint Mr C complains that Zopa Bank Limited irresponsibly lent to him. He says he couldn’t afford the loan he was lent. To put things right, he’d like Zopa to write off the debt and remove adverse information from his credit file. What happened Zopa lent Mr C a loan for... (2 pages)View decision -
Decision Reference DRN-3745938
12 Oct 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3745938 The complaint Mr Z complains that Admiral Insurance Company Limited mishandled his claim on a motor insurance policy. Where I refer to statements by Mr Z, I include statements by his mother on his behalf. Where I refer to Admiral, I refer to the above-named insurance company an... (4 pages)View decision -
Decision Reference DRN-3702673
12 Oct 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3702673 The complaint Mr O complains that Starling Bank Limited didn’t raise his chargeback claim after he returned unwanted goods to the supplier. What happened Mr O ordered two computers from a supplier in October 2021 and paid for these using his Starling Mastercard debit card. Mr O... (3 pages)View decision -
Decision Reference DRN-3728887
12 Oct 2022 Covea Insurance plc UpheldInsuranceDRN-3728887 The complaint Mr H complains that Covea Insurance plc mishandled his claim on the home emergency section of his home insurance policy. Where I refer to Covea, I refer to the above-named insurance company and I include engineers and others insofar as I hold Covea responsible for... (4 pages)View decision -
Decision Reference DRN-3736434
12 Oct 2022 Covea Insurance plc UpheldInsuranceDRN-3736434 The complaint Mr S has complained about Covea Insurance plc’s decision to avoid his car insurance policy when he made a claim. Mr S also complained that the total loss settlement it paid for his damaged car wasn’t enough. What happened Mr S was involved in an incident and his c... (3 pages)View decision -
Decision Reference DRN-3747478
12 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3747478 The complaint Mrs A complains that NewDay Ltd acted irresponsibly when it increased the credit limit on her credit card. What happened Mrs A had a credit card account with NewDay. She says she was experiencing significant financial difficulties and was on a debt management plan... (6 pages)View decision -
Decision Reference DRN-3747831
12 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3747831 The complaint Mr M says NewDay Ltd irresponsibly lent to him. What happened Mr M applied for a credit card with NewDay in 2010 (Card 1), it was approved with a limit of £350. Mr M was given eight subsequent credit limit increases, with a final credit limit of £4,700. Mr M says ... (3 pages)View decision -
Decision Reference DRN-3738539
12 Oct 2022 National Westminster Bank Plc UpheldMortgagesDRN-3738539 The complaint Ms R complains about extensive delays to her application to remortgage a buy to let (“BTL”) property with National Westminster Bank Plc, when she first applied for a BTL mortgage then for a residential mortgage. She wanted NatWest to refund additional interest she... (8 pages)View decision -
Decision Reference DRN-3264620
12 Oct 2022 Capital Professional Limited UpheldPensions and AnnuitiesDRN-3264620 The complaint Mr F’s complaint, against Capital Professional Limited trading as Ascot Lloyd (and referred to as such below) is about fund management charges which Mr F says weren’t properly disclosed. What happened I don’t think there’s any dispute about what happened. In 2017 ... (4 pages)View decision -
Decision Reference DRN-3747410
12 Oct 2022 Progressive Money Limited UpheldConsumer CreditDRN-3747410 The complaint Ms M complains through her representative that Progressive Money Limited (PML) irresponsibly lent her money that she couldn’t afford to repay. What happened PML provided Ms M with a loan of £6,000 on 7 June 2017, repayable over 60 months at the rate of £266.25 a m... (3 pages)View decision
