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 121261 results
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Decision Reference DRN-5287375
23 May 2025 Ikano Bank AB (publ) UpheldConsumer CreditDRN-5287375 The complaint Mrs O’s complaint is about Ikano Bank AB (publ) (‘Ikano’). Mrs O has been represented in her complaint. For simplicity, I will refer to Mrs O throughout this decision. Mrs O says Ikano’s response to a complaint she made was unfair. The complaint had different ... (3 pages)View decision -
Decision Reference DRN-5499008
23 May 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5499008 The complaint Mr B’s complained that Liverpool Victoria Insurance Company Limited (“LV”) declined the claim he made for damage to his property, which he says was caused by his neighbours. What happened Mr B has had difficulties with his neighbours since they moved into the p... (2 pages)View decision -
Decision Reference DRN-5519359
23 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5519359 The complaint Mr R complains Advantage Insurance Company Limited (Advantage) provided him with incorrect information about how his no claims discount would be impacted by a claim made under his motor insurance policy. He also complains about the way his claim was handled. Wh... (2 pages)View decision -
Decision Reference DRN-5382337
23 May 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5382337 The complaint Mrs R says Brent Shrine Credit Union Limited trading as My Community Bank (“MCB”) conducted inadequate affordability checks before it lent to her. What happened Mrs R took out a personal loan from MCB through a credit intermediary for £6,000 over 36 months in ... (5 pages)View decision -
Decision Reference DRN-5121711
23 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5121711 The complaint Ms M complains that Nationwide Building Society (“Nationwide”) won’t refund the money she lost when she fell victim to an investment scam. What happened Ms M came across an investment opportunity with a company I will refer to as “B” in 2013. Interested, Ms M r... (5 pages)View decision -
Decision Reference DRN-5317136
23 May 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5317136 The complaint Mr D complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) entered into a Conditional Sale Agreement with him without carrying out sufficient affordability checks. What happened In September 2015, BPF entered into a c... (4 pages)View decision -
Decision Reference DRN-5471367
23 May 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5471367 The complaint Mrs W complains about the quality of a car supplied to her by Oodle Financial Services Limited (“Oodle”). Mrs W has been represented by her partner throughout her complaint. For clarity, I’ve only referred to Mrs W in this decision. What happened Mrs W acquired... (4 pages)View decision -
Decision Reference DRN-5579382
23 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5579382 The complaint Mrs G complains about the amount Ageas Insurance Limited (Ageas) have agreed to pay for rectification repairs following a claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so... (7 pages)View decision -
Decision Reference DRN-5398519
23 May 2025 AWP P&C S.A. UpheldInsuranceDRN-5398519 The complaint Miss C complains about the service she received from AWP P&C S.A. when she claimed on her travel insurance policy. What happened Miss C became unwell when she was abroad and needed help from AWP. She says that if she had better support she would have been a... (2 pages)View decision -
Decision Reference DRN-5195265
23 May 2025 St James's Place UK plc UpheldInvestmentsThe complaint Mr S complains that St James's Place UK plc (“SJP”) failed to respond reasonably to his request for historical charging information relating to his retirement account. What happened Mr S had held his retirement account since 2010. In November 2022 he requested informa... (2 pages)View decision
