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 120469 results
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Decision Reference DRN-3301672
20 Apr 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3301672 The complaint Mrs P complains Nationwide Building Society (Nationwide) failed to deal with her Individual Savings Account transfer request correctly. What happened Mrs P says she applied to open a new Individual Savings Account (ISA) with a new provider offering a better intere... (3 pages)View decision -
Decision Reference DRN-3436799
19 Apr 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3436799 The complaint Miss F has complained that Lloyds Bank PLC left her without a debit card after she reported some payments as fraudulent. What happened Both sides are most familiar with what happened, so I’ll summarise things in brief. On 17 January 2021, Miss F reported a series ... (2 pages)View decision -
Decision Reference DRN-3202019
19 Apr 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3202019 The complaint Mr N has complained that Bank of Scotland plc trading as Halifax (“Halifax”) provided an overdraft to him that was unaffordable. What happened Mr N held a current account with Halifax which had an overdraft attached to it. In November 2018, Halifax approved an app... (4 pages)View decision -
Decision Reference DRN-3432695
19 Apr 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3432695 Complaint Mrs B has complained that Ikano Bank AB (publ) (“Ikano”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974. Background Mrs B bought solar panels for her home in 2015. The purchase was funded by a loan from Ikano, and that business is there... (3 pages)View decision -
Decision Reference DRN-3420218
19 Apr 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3420218 Complaint Mrs S has complained that Creation Consumer Finance Ltd (“Creation”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974. Background Mrs S bought solar panels for her home in 2011. The purchase was funded by a loan from Creation, and that bu... (3 pages)View decision -
Decision Reference DRN-3436665
19 Apr 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3436665 The complaint Mr I has complained about the total loss settlement he received from Advantage Insurance Company Limited when he made a claim under his car insurance policy. All reference to the insurer Advantage in my decision includes its agents. What happened Mr I bought a car... (3 pages)View decision -
Decision Reference DRN-3433588
19 Apr 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3433588 The complaint Mr S complains that a car he took under a hire purchase agreement with MotoNovo Finance Limited was not of satisfactory quality. What happened In June 2021 Mr S took a car on a five-year hire purchase agreement from MotoNovo. It was a little over two years old and... (3 pages)View decision -
Decision Reference DRN-3396497
19 Apr 2022 AWP P&C SA UpheldInsuranceDRN-3396497 The complaint Miss L complains that AWP P&C SA has turned down a claim she made on a travel insurance policy. What happened On 2 January 2020, Miss L took out a single travel insurance policy through a broker, to cover a backpacking trip she’d planned to take between 6 Janu... (4 pages)View decision -
Decision Reference DRN-3437446
19 Apr 2022 One Sure Insurance Limited UpheldInsuranceDRN-3437446 The complaint Mr J complains that One Sure Insurance Limited mishandled a commercial vehicle insurance policy. Where I refer to One Sure, I include employees and others insofar as I hold One Sure responsible for their acts or omissions. What happened Mr J wanted to drive a van ... (4 pages)View decision -
Decision Reference DRN-3436422
19 Apr 2022 FCA Automotive Services UK Ltd UpheldConsumer CreditDRN-3436422 The complaint Mr L is unhappy with how FCA Automotive Services UK Ltd treated him after he told them he was in financial difficulty. His complaint was brought on his behalf by his wife, Mrs L. For ease of reference I’ll refer only to Mr L. What happened In December 2017, Mr L w... (6 pages)View decision
