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 119142 results
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Decision Reference DRN-3269406
22 Feb 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3269406 The complaint Mr A made a claim to Shawbrook Bank Limited under sections 56 and 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he said was misrepresented to him by the supplier. Shawbrook agreed with Mr A’s claim but he’s unhappy with the rem... (6 pages)View decision -
Decision Reference DRN-3327874
22 Feb 2022 INTERESTME FINANCIAL PLANNING LIMITED UpheldPensions and AnnuitiesDRN-3327874 The complaint Mrs R complains about the advice she was given by Wise Pension Group Limited (Wise) in 2016. Wise is now Interestme Financial Planning Limited (IFP). She questions its recommendation to switch her existing JFM pension to The Wise Self-Invested Pension Plan (SIPP).... (8 pages)View decision -
Decision Reference DRN-3329516
22 Feb 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3329516 The complaint Mr and Mrs V complain that The Royal Bank of Scotland Plc (RBS) denied them access to the money in their combined mortgage and current account when they introduced two-factor authentication. Although Mrs V has consented to this complaint all our communication has ... (4 pages)View decision -
Decision Reference DRN-3327691
22 Feb 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3327691 The complaint S complains that DAS Legal Expenses Insurance Company Limited (“DAS”) mishandled its legal expenses insurance claim. The details of this complaint are well known to both parties, so I will not repeat everything again here. I issued my provisional decision on this ... (3 pages)View decision -
Decision Reference DRN-3319587
22 Feb 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3319587 The complaint Mr F complains that TransUnion International UK Limited merged his credit file with a third party’s. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr F has explained that in 2020 two cred... (2 pages)View decision -
Decision Reference DRN-3316663
22 Feb 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3316663 The complaint Ms P complains that NewDay Ltd trading as Aquacard (Aqua) failed to collect two payments in line with the direct debit guarantee. Ms P also complains that Aqua changed her address which meant statements weren’t received. What happened The background to this compla... (4 pages)View decision -
Decision Reference DRN-3326801
22 Feb 2022 Society of Lloyd's UpheldInsuranceDRN-3326801 The complaint Miss F complains that Society of Lloyd’s unfairly declined a motorbike theft claim. What happened Miss F purchased an off-road motorcycle in 2019 and insured this with a Lloyd’s underwriter, storing the bike in a building on her parent’s property nearby. In July 2... (4 pages)View decision -
Decision Reference DRN-3225187
22 Feb 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3225187 The complaint Mr O complains that PayPal (Europe) Sarl et Cie SCA made changes to their processes for accessing and using his account which required him to own a mobile phone. Mr O doesn’t use a mobile phone because he lives in an area of poor reception. He says he closed his P... (7 pages)View decision -
Decision Reference DRN-3329164
22 Feb 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3329164 The complaint Miss R complains that Santander Consumer (UK) Plc (“Santander”) irresponsibly granted her a loan she couldn’t afford to repay. What happened I provided my provisional decision on this complaint earlier this month. An extract from that provisional decision is set o... (4 pages)View decision -
Decision Reference DRN-2973546
22 Feb 2022 UK Credit Limited UpheldConsumer CreditDRN-2973546 The complaint Mrs N complained that UK Credit Limited lent to her irresponsibly when it ought to have known that she couldn’t reasonably afford the loan and she would need to borrow further to repay it. What happened Mrs N was given a single loan by UK Credit. Mrs N told UK Cre... (4 pages)View decision
