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 125400 results
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Decision Reference DRN-3814941
22 Nov 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3814941 The complaint Mr H says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr H took out a 24-month instalment loan for £2,000 from 118 118 Money in February 2019. The monthly repayment was £129.38 and the total repayable was £3,105.12. Mr... (3 pages)View decision -
Decision Reference DRN-3812046
22 Nov 2022 Nationwide Building Society UpheldMortgagesDRN-3812046 The complaint Mr and Mrs K complain that when they asked Nationwide Building Society to use the drawdown facility to borrow back some of the money they’d overpaid on their mortgage, it refused, on the basis of an internal policy that Mr and Mrs K couldn’t have been aware of. Wh... (7 pages)View decision -
Decision Reference DRN-3818779
22 Nov 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3818779 The complaint Mr D complains that Admiral Insurance Company Limited (Admiral) charged a fee when cancelling within 14-days of agreeing his motor insurance policy. He doesn’t think he should be charged within this period. What happened Mr D says he agreed to a policy with Admira... (4 pages)View decision -
Decision Reference DRN-3599070
22 Nov 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3599070 The complaint Mrs H complains that Ikano Bank AB (publ) (“Ikano”) have been unreasonable to reject a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both parties, so I won’t re... (3 pages)View decision -
Decision Reference DRN-3771482
22 Nov 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3771482 The complaint Mr T has complained that Metro Bank PLC (‘Metro’) has declined to refund the money he’s lost to a scam. What’s happened? Mr T has fallen victim to an investment scam. On 4 March 2019, he paid £33,000 via faster payment to a company I’ll refer to as ‘V’ (‘the payme... (3 pages)View decision -
Decision Reference DRN-3812835
22 Nov 2022 Legal and General Assurance Society Limited UpheldInsuranceDRN-3812835 The complaint Ms W complains about Legal and General Assurance Society Limited’s (L&G) decision to stop paying her income protection insurance claim. What happened Ms W is insured under her employer’s group income protection insurance policy. In July 2020, Ms W was signed-o... (5 pages)View decision -
Decision Reference DRN-3799297
22 Nov 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3799297 The complaint Mr C is unhappy that Tesco Personal Finance PLC (trading as Tesco Credit Card) has refused to refund two payments he made using his credit card, after falling victim to a scam. What happened Towards the end of March 2021, Mr C received an email from his boss askin... (3 pages)View decision -
Decision Reference DRN-3798547
22 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3798547 The complaint B, a limited company, is unhappy with what Aviva Insurance Limited did after it made a claim on the ‘goods lifted’ extension to its engineering insurance policy. B is represented by its broker. What happened B had an engineering policy with Aviva which includes an... (7 pages)View decision -
Decision Reference DRN-3557514
22 Nov 2022 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3557514 The complaint Mrs W is unhappy The National Farmers' Union Mutual Insurance Society Limited (NFU) didn’t provide cover for legal expenses she incurred when defending a claim a contractor brought against her. What happened Mrs W has home and lifestyle cover with NFU which i... (2 pages)View decision -
Decision Reference DRN-3763957
22 Nov 2022 Clarkewood Limited UpheldClaims ManagementDRN-3763957 The complaint Mrs O complains that Clarkewood Limited trading as Financial Justice (FJ) failed to pursue a mis-sold payment protection insurance (PPI) claim. What happened In 2018, Mrs O said that she’d instructed FJ to pursue mis-sold PPI claim(s) with her lenders, including h... (2 pages)View decision
