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 121876 results
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Decision Reference DRN-3552256
14 Jul 2022 Caledonian Consumer Finance Ltd UpheldConsumer CreditDRN-3552256 The complaint Mr A complains that Caledonian Consumer Finance Ltd (“CCFL”) has treated him unfairly in relation to a finance agreement he has with it. What happened According to Mr A in May 2018 he was looking to train to qualify in a certain profession. He searched online and ... (6 pages)View decision -
Decision Reference DRN-3589062
14 Jul 2022 Ageas Insurance Limited UpheldInsuranceDRN-3589062 The complaint Mr M has complained about Ageas Insurance Limited’s decision to decline a claim he made for the loss of items while away from home under his home insurance policy. What happened In June 2021 Mr M travelled away from home for a few days. While away he said he lost ... (4 pages)View decision -
Decision Reference DRN-3539655
14 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3539655 The complaint Mr P complains that HSBC UK Bank Plc won’t refund the money he lost when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving t... (3 pages)View decision -
Decision Reference DRN-3585214
14 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3585214 The complaint Ms P has complained that Lloyds Bank PLC (“Lloyds”) overdraft lending and fees applied has caused her financial difficulty making it difficult to repay her debt. What happened Ms P complained to Lloyds about the affordability of her overdraft. She says the charges... (2 pages)View decision -
Decision Reference DRN-3496349
14 Jul 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3496349 The complaint X’s complaint is about charges he’s been asked to pay by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons fo... (3 pages)View decision -
Decision Reference DRN-3501156
14 Jul 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3501156 The complaint Mr M is unhappy with what Domestic & General Insurance Plc (D&G) did after he made claims on his gadget insurance policy for repairs to four iPads. What happened Mr M has a gadget insurance policy with D&G. He’s made a number of claims on that policy s... (2 pages)View decision -
Decision Reference DRN-3592574
14 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3592574 The complaint Ms J and Mr M complain that Royal &Sun Alliance Insurance Limited (RSA) has handled their claim on their home insurance policy poorly and that its settlement offer isn’t fair. What happened In October 2019, Ms J and Mr M made a claim on their home insurance po... (3 pages)View decision -
Decision Reference DRN-3594935
14 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3594935 The complaint Mr and Mrs T complain AXA Insurance UK Plc caused delays and provided poor service following a claim on their commercial insurance policy. What happened Mr and Mrs T own a commercial property which they let to a retailer. In April 2021, a car drove into the front ... (2 pages)View decision -
Decision Reference DRN-3593818
14 Jul 2022 Towergate Financial (East) Limited UpheldPensions and AnnuitiesDRN-3593818 The complaint Mr E complains about the advice given by Towergate Financial (East) Limited (‘Towergate’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says that he’s only just found out that his DB scheme would hav... (8 pages)View decision -
Decision Reference DRN-3559479
14 Jul 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3559479 Complaint Mr H has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr H bought solar panels for his home in 2016. The purchase was funded by a loan from Ikano, and that business is therefo... (3 pages)View decision
