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 120614 results
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Decision Reference DRN-3496984
24 May 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3496984 The complaint Mr P complains that The Royal Bank of Scotland Plc (RBS) made him feel like a criminal with how they treated him in relation to their security processes. What happened Mr P attempted to make a payment online to a friend of his for £5,000 as part of a car purchase.... (6 pages)View decision -
Decision Reference DRN-3468974
24 May 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3468974 The complaint Miss W complained that Everyday Lending Limited trading as Everyday Loans lent to her irresponsibly and provided a loan that was unaffordable. What happened Miss W took out a loan with Everyday Loans as follows: Date taken Loan amount Term Monthly repayment Total ... (3 pages)View decision -
Decision Reference DRN-3495008
24 May 2022 Studio Retail Limited UpheldConsumer CreditDRN-3495008 The complaint Mrs M complains that Studio Retail Limited (“Studio”) supplied her with a chair that wasn’t fit for purpose, as it had pieces missing. Studio sent her a replacement chair, but that had the same items missing. Studio failed to collect the two chairs as agreed which... (6 pages)View decision -
Decision Reference DRN-3431674
24 May 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3431674 The complaint Mrs W complains about the settlement offered by Advantage Insurance Company Limited following a claim on her car insurance. Mrs W’s husband, Mr W – a named driver on the policy, has brought the complaint on Mrs W’s behalf. However for ease of reading, all referenc... (3 pages)View decision -
Decision Reference DRN-3333240
24 May 2022 Clydesdale Bank Plc UpheldConsumer CreditDRN-3333240 The complaint Mr P complains that Clydesdale Bank Plc (Clydesdale) marked his credit file with a missed payment marker. What happened Mr P had a loan from Clydesdale. It was originally provided by Yorkshire Bank – which was then rebranded as Virgin Money. But I will refer to th... (3 pages)View decision -
Decision Reference DRN-3034330
24 May 2022 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3034330 The complaint Mr B complains that Zurich Assurance Ltd (‘Zurich’) failed to respond to him with information about his personal pension in a timely way. What happened Zurich held a personal pension policy in Mr B’s name, but it didn’t have an up to date address for him. It locat... (3 pages)View decision -
Decision Reference DRN-3424702
24 May 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3424702 The complaint Mrs T’s complaint is about charges she’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 reaso... (2 pages)View decision -
Decision Reference DRN-3351843
24 May 2022 UK Credit Limited UpheldConsumer CreditDRN-3351843 The complaint Mr M complains that UK Credit Limited trading as UK Credit (UKC) didn’t carry out enough checks when they agreed to a loan he was guaranteeing. What happened In September 2019, Mr M agreed to be the guarantor on a loan of £12,500 for Mr B, a friend. UKC provided M... (4 pages)View decision -
Decision Reference DRN-2882288
24 May 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-2882288 The complaint Mr D says 1Plus1 Loans Limited lent to him irresponsibly. What happened Mr D took out a 36-month guarantor loan from 1Plus1 Loans for £2,500 on 12 May 2017. The monthly repayments were £117.37 and the total amount repayable was £4,225.32. It was given on the basis... (4 pages)View decision -
Decision Reference DRN-3495879
24 May 2022 AWP P&C SA UpheldInsuranceDRN-3495879 The complaint Mr M and Ms M complain about AWP P&C SA’s (“AWP”) decision to decline their claim under their home emergency insurance. What happened Mr M and Ms M noticed a leak coming through the ceiling of their extension on 13 October 2021 so they instructed a roofing com... (4 pages)View decision
