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 121115 results
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Decision Reference DRN-3246973
25 Mar 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3246973 The complaint Miss B complains that Madison CF UK Limited trading as 118118 Money (“MCF”) lent to her in an irresponsible manner. What happened Miss B was given a loan by MCF in December 2019. She borrowed £1,500 and agreed to repay the loan in 18 monthly instalments. Miss B ap... (3 pages)View decision -
Decision Reference DRN-3393466
25 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3393466 The complaint Mr C complains that HSBC UK Bank Plc (“HSBC”) didn’t help recover money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in detail again here. In summary, between May and August 201... (5 pages)View decision -
Decision Reference DRN-3367400
25 Mar 2022 Pacific Financial Claims Ltd UpheldClaims ManagementDRN-3367400 The complaint Mr S complains on behalf of the estate of the late Mrs S, about Pacific Financial Claims Ltd’s (“Pacific Financial”) delay in dealing with complaints for mis-sold Payment Protection Insurance (“PPI”) and their lack of updates. What happened Mr S says he instructed... (2 pages)View decision -
Decision Reference DRN-3364201
25 Mar 2022 Short Term Finance Limited UpheldConsumer CreditDRN-3364201 The complaint Ms L, through her representative, complains that Short Term Finance Limited (STFL) lent to her irresponsibly. What happened Using information from both Ms L and STFL the records show that Ms L was approved for 45 loans from a date unknown before 2015 to February 2... (5 pages)View decision -
Decision Reference DRN-3315272
25 Mar 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3315272 The complaint Mr M complains about the way Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (hereafter “Mapfre”) handled his travel insurance claim. What happened The following is only a summary as both parties are aware of what happened. In July 2019, Mr... (6 pages)View decision -
Decision Reference DRN-3397572
25 Mar 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3397572 The complaint Mr C’s complaint is about the refusal of his claim under his pet insurance policy with Casualty & General Insurance Company (Europe) Ltd (“C & G “). What happened I issued a provisional decision on this matter earlier this month, the main part of which is ... (6 pages)View decision -
Decision Reference DRN-3397407
25 Mar 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3397407 The complaint B complains about the service DAS Legal Expenses Insurance Company Limited (DAS) provided in relation to a claim under its legal expenses insurance policy. B is represented in this complaint by one of its directors. I’ll refer to him as Mr I. What happened B is a ... (4 pages)View decision -
Decision Reference DRN-3397527
25 Mar 2022 MacDonald Group GI LLP UpheldInsuranceDRN-3397527 The complaint H, a limited company, has complained about its commercial property insurance broker MacDonald Group GI LLP, as it believes it caused it to incur losses by delaying notifying insurers of H’s claim for water damage. What happened Water damage was found to H’s proper... (3 pages)View decision -
Decision Reference DRN-3296617
25 Mar 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3296617 The complaint Mr F is unhappy that Clydesdale Bank Plc, trading as Virgin Money, allowed funds to be removed from his account that he says he didn’t authorise. What happened Mr F discovered a number of transactions, to the same merchant, that were being made on his account that... (3 pages)View decision -
Decision Reference DRN-3299329
25 Mar 2022 Helm Godfrey Partners Ltd UpheldPensions and AnnuitiesDRN-3299329 The complaint Mr Y complains that he was given unsuitable investment advice by Helm Godfrey Partners Ltd (“Helm Godfrey”). He’s said the investment it recommended for part of his SIPP (Self Invested Personal Pension) presented a higher degree of risk than he had agreed to take.... (20 pages)View decision
