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 120614 results
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Decision Reference DRN-4789258
5 Jun 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4789258 The complaint Mr S is unhappy with how he has been treated by The Mortgage Works (UK) Plc (‘TMW’) in relation to his mortgage. In particular, Mr S says delays in TMW sending him paperwork after he’d redeemed the mortgage led to problems with the sale of his property, which in t... (7 pages)View decision -
Decision Reference DRN-4756495
5 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4756495 The complaint Mr and Mrs H complain that esure Insurance Limited trading as Sheilas’ Wheels (esure) unfairly declined to settle their claim on their home insurance policy. Reference to Mr H or Mrs H, will include the other. What happened In December 2023 Mr and Mrs H’s property... (3 pages)View decision -
Decision Reference DRN-4438887
5 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4438887 The complaint Mr O complains about the quality of a car he acquired under a Hire Purchase Agreement with Creation Consumer Finance Ltd (Creation). When I refer to what Mr O has said and what Creation have said, it should also be taken to include things said on their behalf. Wha... (8 pages)View decision -
Decision Reference DRN-4832555
5 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4832555 The complaint Mr and Mrs W complaint that Mortgage Agency Services Number Five Limited (MAS5) has not administered their mortgage fairly. In particular they said MAS5: Had not offered them new interest rate products. Set its standard variable rate (SVR) higher than for other ... (3 pages)View decision -
Decision Reference DRN-4646737
5 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4646737 The complaint Mr and Mrs D have complained about Aviva Insurance Limited’s handling of a claim made under their home insurance policy. What happened The claim dates back to 2018 and is for subsidence damage to Mr and Mrs D’s property. Aviva has issued five separate final respon... (6 pages)View decision -
Decision Reference DRN-4833269
5 Jun 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4833269 The complaint Miss D complains that Barclays Bank UK PLC made it very difficult to change the rate on her Buy To Let (“BTL”) mortgage, so she was forced to pay the Standard Variable Rate (“SVR”) for two months. Miss D wanted Barclays to pay back the extra money she’d been charg... (4 pages)View decision -
Decision Reference DRN-4817259
5 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4817259 The complaint Mr B in unhappy that Santander UK Plc (“Santander”) won’t refund him in full after he was a victim of a third-party scam. What happened The background to this complaint is set out in the investigator’s view of 8 April 2024. But briefly Mr B fell victim to a vehicl... (3 pages)View decision -
Decision Reference DRN-4039810
5 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4039810 The complaint Mr T has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A (‘s... (5 pages)View decision -
Decision Reference DRN-4471771
5 Jun 2024 Ald Automotive Limited UpheldConsumer CreditDRN-4471771 The complaint Mr M complains about the quality of a car he acquired through a hire agreement financed by ALD Automotive Limited trading as Ford Lease (ALD). What happened In January 2022 Mr M acquired a new car through a hire agreement financed by ALD. Mr M said the vehicle had... (3 pages)View decision -
Decision Reference DRN-4830094
5 Jun 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4830094 The complaint Mr W has complained that AA Underwriting Insurance Company Limited incorrectly recorded a claim he made on his home insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr W got in touch with AA... (5 pages)View decision
