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 123656 results
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Decision Reference DRN-3434396
29 Sep 2022 Phoenix Life Limited UpheldInvestmentsDRN-3434396 The complaint Mrs P and Mr P complain that Phoenix Life Limited (‘Phoenix’) mis-sold them a whole of life policy in 1995. What happened In November 1994, Mrs P and Mr P met with an adviser from a business that has since been acquired by Phoenix Life Limited and a number of poli... (3 pages)View decision -
Decision Reference DRN-3642054
29 Sep 2022 Norton Home Loans Limited UpheldMortgagesDRN-3642054 The complaint Ms P complains that Norton Home Loans Limited asked her for information about her income and expenditure before they’d allow her to take a payment deferral on her secured loan. What happened Ms P has a secured loan with Norton. On 23 March 2021, Ms P’s daughter ca... (6 pages)View decision -
Decision Reference DRN-3630292
29 Sep 2022 TSB Bank plc UpheldMortgagesDRN-3630292 The complaint Mr G complains that TSB Bank plc didn’t alert him to the fact that it wouldn’t accept a loan from a friend in relation to a transfer of mortgaged property application. Mr G only found this out at the last minute under pressure of a court order and he had to apply ... (3 pages)View decision -
Decision Reference DRN-3656631
29 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3656631 The complaint Mrs C complaints that Bank of Scotland plc won’t fully refund the money she was tricked into sending to a fraudster. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in ... (5 pages)View decision -
Decision Reference DRN-3648855
29 Sep 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3648855 The complaint Mr P, through his representative, complains that Everyday Lending Limited, trading as Everyday Loans, lent to him when he could not afford it. What happened Mr P took one loan of £2,000 repayable over 24 months from 20 March 2018 and the monthly repayments were to... (5 pages)View decision -
Decision Reference DRN-3711657
29 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3711657 The complaint Mr D complains about British Gas Insurance Limited (British Gas) under his home emergency policy. His complaint is that he paid for flushing of his boiler filter each year (which hadn’t been fitted correctly) but this didn’t happen. This decision only covers to th... (4 pages)View decision -
Decision Reference DRN-3725240
29 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3725240 The complaint Mr H complains NewDay Ltd (NewDay) having agreed he could make an overpayment to his credit card account for a car purchase, then refused the transaction and took over a month to return the funds to his bank account. What happened Mr H says he telephoned NewDay in... (3 pages)View decision -
Decision Reference DRN-3722471
29 Sep 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3722471 The complaint Miss G complains Casualty & General Insurance Company (Europe) Ltd unfairly declined a claim on her pet insurance policy. What happened Miss G made a claim after her dog required treatment and medication for suspected arthritis. Casualty & General noted th... (3 pages)View decision -
Decision Reference DRN-3686039
29 Sep 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3686039 The complaint Mrs H complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the service provided following the claim she made on her boiler emergency cover insurance policy. What happened On 3 November 2021, Mrs H contacted AIL to make a claim on her insurance policy ... (3 pages)View decision -
Decision Reference DRN-3705576
29 Sep 2022 Arrow Global Limited UpheldBanking and PaymentsDRN-3705576 The complaint Mr C complains Arrow Global Limited have unfairly recorded a default on his credit file. What happened Mr C had a credit card account with a lender. I understand the account was opened on 22 November 2012, with it being assigned to Arrow on 5 July 2019. At the tim... (3 pages)View decision
