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 120469 results
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Decision Reference DRN-3435984
1 Jun 2022 British Gas Insurance Limited UpheldInsuranceDRN-3435984 The complaint Mr L complains that his kitchen floor developed a hairline crack after British Gas Insurance Limited (BG) replaced his flooring following a claim under his home emergency insurance policy. What happened In 2015, Mr L claimed under his home emergency policy after h... (3 pages)View decision -
Decision Reference DRN-3334276
1 Jun 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3334276 Complaint Mr and Mrs C have complained that Shawbrook Bank Limited (“Shawbrook”) rejected their claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr and Mrs C bought solar panels for their home in 2016. The purchase was funded by a loan from Shawbroo... (3 pages)View decision -
Decision Reference DRN-3416381
1 Jun 2022 Bank of Scotland Plc UpheldMortgagesDRN-3416381 The complaint Mr and Mrs B complain that Bank of Scotland plc trading as Halifax (“Halifax”) has put a marker on the National Hunter and SIRA fraud prevention databases in connection with a mortgage application recording conflicting salary details. What happened Mr and Mrs B ap... (3 pages)View decision -
Decision Reference DRN-3456508
1 Jun 2022 Canada Life Limited UpheldInvestmentsDRN-3456508 The complaint Mrs C, through her representative, complains that Canada Life Limited mis-sold her a whole- of-life assurance policy. What happened In 1995, Canada Life recommended Mrs C apply to convert an existing term assurance policy into a whole-of-life policy. The term assu... (2 pages)View decision -
Decision Reference DRN-3281464
1 Jun 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3281464 The complaint Mr G complains 1Plus1 Loans Limited acted unfairly by accepting him as a guarantor for a loan taken out by a third party (‘the borrower’). What happened 1Plus1 Loans approved the borrower for a loan of £10,000. The term of the loan was 60 months, with repayments o... (3 pages)View decision -
Decision Reference DRN-3337510
1 Jun 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3337510 The complaint Mr F complained that AvantCredit of UK, LLC lent to him irresponsibly and provided him with unaffordable lending. What happened AvantCredit provided a loan to Mr F as follows: Date Amount Term Typical monthly repayment Total amount payable Loan status 16/06/2016 £... (3 pages)View decision -
Decision Reference DRN-3280872
1 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3280872 The complaint Mr W complains that NewDay Ltd (trading as Aqua) has refused to refund payments he made to what he believed was a legitimate investments trading company (Elcurrency). These payments were made using Mr W’s NewDay Mastercard credit card. What happened The circumstan... (4 pages)View decision -
Decision Reference DRN-3514795
1 Jun 2022 Bank of Scotland Plc UpheldConsumer CreditDRN-3514795 The complaint Mr C complains that Bank of Scotland plc (trading as Halifax) acted irresponsibly by giving him a loan that he couldn’t afford to repay. What happened On 15 May 2019 Halifax approved Mr C’s application for a £5,000 loan. This was to be repaid in 24 monthly instalm... (4 pages)View decision -
Decision Reference DRN-3183416
1 Jun 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3183416 The complaint Mr J has complained about how MotoNovo Finance Limited (MotoNovo) handled a payment deferral that was applied to his account. What happened In August 2017, Mr J entered into a hire purchase agreement with MotoNovo to acquire a used car. The cash price of the car w... (4 pages)View decision -
Decision Reference DRN-3077944
1 Jun 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3077944 The complaint Mr P has complained about the advice he was given by Portal Financial Services LLP (Portal) to switch his personal pension to a self invested personal pension plan (SIPP). The SIPP funds were then used to invest in several unregulated collective investment schemes... (8 pages)View decision
