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-3367412
31 Mar 2022 Landmark Mortgages Limited UpheldMortgagesDRN-3367412 The complaint Mr and Mrs F complain that Landmark Mortgages Limited recorded adverse information on their credit file. What happened Mr and Mrs F had a mortgage with Landmark. In May 2021, as they were close to redeeming the mortgage, they contacted Landmark to as if any furthe... (2 pages)View decision -
Decision Reference DRN-3363774
31 Mar 2022 Aviva Insurance Limited UpheldInsuranceDRN-3363774 The complaint Ms H has complained about Aviva Insurance Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy. What happened Ms H made a claim under her motor insurance policy after her car was stolen in March 2021. Aviva looked into the ... (2 pages)View decision -
Decision Reference DRN-3356016
30 Mar 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3356016 The complaint Mr M complains in his capacity as director of “A”, a limited company, about AXA Insurance UK Plc’s decision to decline a claim for loss of rent following an escape of water. What happened Mr M made a claim on behalf of A, when his tenant reported a leak at the pro... (3 pages)View decision -
Decision Reference DRN-3395404
30 Mar 2022 Retail Money Market Ltd UpheldConsumer CreditDRN-3395404 The complaint Mr S complains Retail Money Market Ltd, trading as Ratesetter, are holding him liable for a loan he says he didn’t apply for. What happened In July 2018, a loan was taken out in Mr S’s name for £25,000. Mr S says he didn’t take this loan out. Mr S ran a business a... (4 pages)View decision -
Decision Reference DRN-3339316
30 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3339316 The complaint Mr K complains that Bank of Scotland plc (“BOS”) has refused to refund several payments he made to a fraudulent investments trading company (Tradetime). These payments were made using Mr K’s BOS credit and debit cards. Mr K has a representative in this matter. F... (5 pages)View decision -
Decision Reference DRN-3408158
30 Mar 2022 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-3408158 The complaint Mr P complained that Scottish Equitable Plc (trading as Aegon) had not issued updated terms and conditions relating to his pension investment despite alterations to legislation affecting the product. Mr P stated that the terms no longer made sense and sought clari... (3 pages)View decision -
Decision Reference DRN-3249490
30 Mar 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3249490 The complaint Mr S complains about end of contract charges when his agreement with Mercedes-Benz Financial Services UK Limited ended. He’s also unhappy that the car wasn’t collected on the arranged date and seeks compensation for the losses he incurred as a result. What happene... (3 pages)View decision -
Decision Reference DRN-3337945
30 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3337945 The complaint Mr A complains that NewDay Ltd (trading as Opus) won’t reimburse money he lost when he says he fell victim to a binary options investment scam. What happened Mr A came across a binary options company called Golden Markets online. He contacted them and was promised... (4 pages)View decision -
Decision Reference DRN-3341680
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3341680 The complaint P, a limited company, complained that Lloyds Bank PLC (‘Lloyds’) closed their merchant account without good cause and without notifying them. What happened P had a merchant account with Lloyds for some years that was used to take subscription payments online. In J... (6 pages)View decision -
Decision Reference DRN-3360178
30 Mar 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3360178 The complaint Mr B has complained that Marks & Spencer Financial Services Plc unfairly prevented him from making a transaction which caused a great degree of distress and inconvenience. What happened On 17 July 2021, Mr B made a payment to his credit card for £1,400, this w... (3 pages)View decision
