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 128312 results
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Decision Reference DRN-3887158
9 Jan 2023 Tandem Motor Finance Limited UpheldConsumer CreditDRN-3887158 The complaint Mr T complains that Oplo CF Ltd trading as 1st Stop Car Finance has acted unfairly in the way it managed a hire purchase agreement for a car that wasn’t of satisfactory quality. What happened In June 2019 Mr T entered into a 60-month hire purchase agreement for a ... (7 pages)View decision -
Decision Reference DRN-3883242
9 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3883242 The complaint Ms J has complained about esure Insurance Limited. She isn’t happy about the way it dealt with a claim under her home insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Ms J made a claim un... (3 pages)View decision -
Decision Reference DRN-3877885
9 Jan 2023 Indigo Michael Limited UpheldConsumer CreditDRN-3877885 The complaint Mr H (through a representative) has complained that Indigo Michael Limited (trading as SafetyNet Credit (SNC)) didn’t complete enough affordability checks before providing him with the facility. What happened Mr H approached SNC for a Safety Net facility in June 2... (3 pages)View decision -
Decision Reference DRN-3877871
9 Jan 2023 more 2 life Ltd UpheldMortgagesDRN-3877871 The complaint Mr G and Mrs G complain about the way more 2 life Ltd dealt with their application for an equity release mortgage and declined their application shortly before completion was due to take place. What happened In October 2021 Mr G and Mrs G applied for an equity rel... (8 pages)View decision -
Decision Reference DRN-3774076
9 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3774076 The complaint Mrs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) incorrectly defaulted her loan account and sold the debt to a third party despite her being on a payment plan. What happened The background to this complaint is well known to both parties, so... (5 pages)View decision -
Decision Reference DRN-3691919
9 Jan 2023 National Savings and Investments UpheldBanking and PaymentsDRN-3691919 The complaint Mr B complains about National Savings and Investments (NS&I) in relation to a payment made into his premium bonds account in error. What happened In 2017, NS&I paid £38,000 into Mr B’s premium bonds account. Due to an administrative error, the sum had been... (3 pages)View decision -
Decision Reference DRN-3885081
9 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3885081 The complaint Mr C is unhappy with esure Insurance Limited’s handling of a claim he made on his motor insurance policy. What happened Mr C phoned to make a claim when his car was hit by a third party. He says the claims handler he spoke to said that if the car was written off, ... (4 pages)View decision -
Decision Reference DRN-3568238
9 Jan 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3568238 Complaint G, a limited company, complains that Advanced Payment Solutions Limited (trading as Cashplus) didn’t reimburse him after he fell victim to a scam. It is represented by its owner, Mr M. Background In June 2021, Mr M fell victim to a scam. He had been looking to buy a s... (3 pages)View decision -
Decision Reference DRN-3878814
9 Jan 2023 Executive Advisory Services Limited UpheldPensions and AnnuitiesDRN-3878814 The complaint Mr P complains that Executive Advisory Services Limited (EAS) gave him unsuitable advice to switch his personal pensions, causing him to lose a guaranteed annuity rate (GAR) associated with one of them. What happened Mr P had two personal pensions that in 2009 wer... (5 pages)View decision -
Decision Reference DRN-3786044
9 Jan 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3786044 The complaint Mrs W complains about the service she got from AA Underwriting Insurance Company Limited (AA) when she called to notify it of a claim on her car insurance policy. What happened Mrs W called AA to notify it of damage to her car after an accident in which a third pa... (3 pages)View decision