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 120936 results
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Decision Reference DRN-3344134
31 Mar 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3344134 The complaint Miss S says Shop Direct Finance Company Limited (“Shop Direct”) irresponsibly lent to her. What happened Miss S opened a shopping account with Shop Direct in March 2019. Her account limit was initially £250. It was then increased on three occasions between Septemb... (4 pages)View decision -
Decision Reference DRN-3270712
31 Mar 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3270712 The complaint Mrs M complains that Everyday Lending Limited trading as Everyday Loans (“ELL”) lent to her in an irresponsible manner. What happened Mrs M was given a loan by ELL in December 2018. She borrowed £5,100 that she agreed to repay in 36 monthly instalments. A large pr... (4 pages)View decision -
Decision Reference DRN-3389466
31 Mar 2022 West Bay Insurance Plc UpheldInsuranceDRN-3389466 The complaint P complain about the decision of West Bay Insurance Plc to decline its business interruption claim for losses arising out of the COVID-19 pandemic. What happened P operates as a sauna and spa business. It held a commercial insurance policy underwritten in part by ... (11 pages)View decision -
Decision Reference DRN-3409909
31 Mar 2022 Caxton FX Ltd UpheldBanking and PaymentsDRN-3409909 The complaint Mr B complains that Caxton FX Ltd failed to refund transactions he didn’t recognise. What happened Mr B held an “e-money prepaid card” with Caxton. The card was used to hold funds to be able to pay for items in different currencies. These types of cards are genera... (4 pages)View decision -
Decision Reference DRN-3372293
31 Mar 2022 QIC Europe Ltd UpheldInsuranceDRN-3372293 The complaint L complains about the decision of QIC Europe Ltd to decline its business interruption insurance claim for losses arising out of the COVID-19 pandemic. What happened L operates as a pub and held an industry specific commercial insurance policy underwritten by QIC. ... (14 pages)View decision -
Decision Reference DRN-3315311
31 Mar 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3315311 The complaint Mr and Mrs B 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 B bought solar panels for their home. The purchase was funded by a loan from Shawbrook, and that busi... (3 pages)View decision -
Decision Reference DRN-3405219
31 Mar 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3405219 The complaint Mr G has complained that Wellington Court Financial Services Limited gave him unsuitable advice to transfer his Occupational Pension Scheme (OPS) to a Self-Invested Personal Pension (SIPP). What happened I issued a provisional decision which set out the background... (6 pages)View decision -
Decision Reference DRN-3409900
31 Mar 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3409900 The complaint Mr K has complained that Clydesdale Bank Plc (also known as Virgin Money) registered a marker against him at CIFAS, the national fraud database. What happened In early 2020, Mr K applied for a credit card with Clydesdale. He says there was a technical error when h... (3 pages)View decision -
Decision Reference DRN-3358680
31 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3358680 The complaint Mr W is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a scam. What’s happened? Mr W saw a private advert for a van on a well-known online marketplace. On 29 October 2020, he says he contacted the seller via telephone and had a long conversation w... (3 pages)View decision -
Decision Reference DRN-3349779
31 Mar 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3349779 The complaint Mrs O has complained that Ikano Bank AB (publ) (“Ikano”) 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 O bought solar panels for her home in or around December 2018. ... (4 pages)View decision
