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-3407515
30 Mar 2022 Aviva Insurance Limited UpheldInsuranceDRN-3407515 The complaint Ms H complained that Aviva Insurance Limited (“Aviva”) provided an unfair settlement for her claim under her home insurance policy. What happened Ms H made a claim on her policy when she identified leaking water coming through her kitchen ceiling from the bathroom... (4 pages)View decision -
Decision Reference DRN-3043093
30 Mar 2022 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-3043093 The complaint Mr C complained about the advice he received from Wesleyan Assurance Society (“Wesleyan”) to take out a free-standing additional voluntary contribution (FSAVC) plan. He says if he’d been given adequate information during the sale about his options, he would have b... (15 pages)View decision -
Decision Reference DRN-3165138
30 Mar 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3165138 The complaint Through his Claims Management Company (CMC), Mr T has complained that Phoenix Life Limited (Phoenix Life) failed to carry out adequate due diligence before transferring his pension to a Small Self-Administered Scheme (SSAS) operated by Rowanmoor Group plc. The CMC... (8 pages)View decision -
Decision Reference DRN-3157770
30 Mar 2022 Lowell Financial Ltd UpheldConsumer CreditDRN-3157770 The complaint Mr S complains about Lowell Financial Ltd (“Lowell”) for the way it has continued to report to his credit file debts which he will not be able to repay. He wants Lowell to report these as settled, rather than partially settled. What happened In 2016, Mr S was defr... (2 pages)View decision -
Decision Reference DRN-3373705
30 Mar 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3373705 The complaint Mr and Mrs S has complained that Shawbrook Bank Limited rejected their claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr and Mrs S bought solar panels for their home in 2015. The purchase was funded by a loan from Shawbrook, and t... (3 pages)View decision -
Decision Reference DRN-3266432
30 Mar 2022 Future Finance Loan Corporation Limited UpheldConsumer CreditDRN-3266432 The complaint Miss S complains Future Finance Loan Corporation Limited (‘Future Finance’) irresponsibly approved her for multiple loans. What happened Miss S was approved for the following loans by Future Finance: Loan Date Amount Term In Study Repayment Out Of Study Repayment ... (9 pages)View decision -
Decision Reference DRN-3328570
30 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3328570 The complaint Miss M is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a fraudster. What’s happened? Miss M has fallen victim to a safe account scam. She says that, on 8 June 2021, she missed lots of calls from different telephone numbers whilst in a meeting a... (4 pages)View decision -
Decision Reference DRN-3407080
30 Mar 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3407080 The complaint Mr S complains that a motorbike he’d acquired via a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened In July 2020 Mr S acquired a new motorbike via a two-year hire purchase agreement with MotoNovo. He says around ... (3 pages)View decision -
Decision Reference DRN-3346173
30 Mar 2022 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3346173 The complaint Mrs D has complained that Omni Capital Retail Finance Limited (“Omni Capital”) rejected her claim against it under section 75 of the Consumer Credit Act 1974 in relation to her purchase of some solar panels. Background Mrs D bought solar panels for her home in Mar... (2 pages)View decision -
Decision Reference DRN-3405237
30 Mar 2022 Southern Pacific Mortgage Limited UpheldMortgagesDRN-3405237 The complaint Mr N complains about the actions of Southern Pacific Mortgage Limited in respect of his mortgage with it after he became bankrupt. He says it: - Unfairly tried to pursue him for the outstanding debt. - Incorrectly applied a second default to the mortgage account i... (6 pages)View decision
