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-3171207
24 May 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3171207 The complaint Mrs D complains about how AA Underwriting Insurance Company Limited handled a claim made on her motor insurance policy. What happened Mr D, a named driver on Mrs D’s policy, was involved in an incident with another driver. AA Underwriting accepted liability and s... (3 pages)View decision -
Decision Reference DRN-3167774
24 May 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3167774 The complaint Mr L says Loans 2 Go Limited (“Loans 2 Go”) irresponsibly lent to him. What happened This complaint is about a fixed term loan taken out by Mr L in June 2019 with Loans 2 Go. The loan was for £250 and Mr L agreed to repay over 18 months. Our investigator upheld Mr... (3 pages)View decision -
Decision Reference DRN-3488010
24 May 2022 Citibank UK Limited UpheldInvestmentsDRN-3488010 The complaint Mrs S complains that Citibank UK Limited didn’t promptly update her portfolio when shares she held were subject to a stock split. What happened Mrs S has an advisory portfolio with Citibank. She had a holding of shares I will refer to as “T”. In early August 2020 ... (2 pages)View decision -
Decision Reference DRN-3418875
24 May 2022 One Insurance Limited UpheldInsuranceDRN-3418875 The complaint Mr H says One Insurance Limited provided poor service to him after he made a claim on his motor insurance policy and his car was written-off. What happened When Mr H called to make a claim, he thought there was some damage to his car’s gearbox after an impact with... (3 pages)View decision -
Decision Reference DRN-3493347
24 May 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3493347 The complaint Mr L complains through his representative that AvantCredit of UK, LLC lent him money on a high cost loan which he was unable to afford to repay. What happened AvantCredit provided Mr L with a loan of £5,600 on 19 May 2016 to be repaid over 60 months at the rate of... (4 pages)View decision -
Decision Reference DRN-3494831
24 May 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3494831 The complaint Mr V is unhappy that PayPal (Europe) Sarl et Cie SCA reported a missed payment to his credit file after advising him that this wouldn’t be the case. What happened On 1 September 2021, PayPal contacted Mr V by telephone and explained to him that the monthly minimum... (3 pages)View decision -
Decision Reference DRN-3242198
24 May 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3242198 The complaint Mrs R complains that AA Underwriting Insurance Company Limited haven’t agreed to repair all the faults found with her car following an accident. They’ve said that some of the problems were pre-existing, but Mrs R doesn’t agree. She’s also unhappy with how her clai... (7 pages)View decision -
Decision Reference DRN-3485713
24 May 2022 Nationwide Building Society UpheldMortgagesDRN-3485713 The complaint Mr and Mrs H are unhappy that Nationwide Building Society declined their application for a Later Life Mortgage (LLM). As a result, they had to raise funds elsewhere to carry out building work, and were caused distress and upset. To settle the complain they are ask... (4 pages)View decision -
Decision Reference DRN-3181092
24 May 2022 Hyundai Capital UK Limited UpheldConsumer CreditDRN-3181092 The complaint Miss P complains Hyundai Capital UK Limited trading as Kia Finance unfairly ended her conditional sale agreement. What happened On 11 January 2020, Miss P entered into a conditional sale agreement to acquire a used car. The cash price of the car was £19,000 and th... (7 pages)View decision -
Decision Reference DRN-3477160
24 May 2022 Amtrust Europe Limited UpheldInsuranceDRN-3477160 The complaint Mr and Mrs J complain about delays by Amtrust Europe Limited in dealing with a claim on their building warranty. Except where otherwise stated, where I refer to Amtrust that includes any agents or contractors acting on its behalf. What happened Mr and Mrs J bought... (5 pages)View decision
