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 2177 results
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Decision Reference DRN-4148307
8 May 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4148307 The complaint Mr M has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim he’d made under section 75 (s75) of the Consumer Credit Act 1974 (the “CCA”). Mr M has been represented in bringing his complaint but, to keep things simple, I’ll... (8 pages)View decision -
Decision Reference DRN-5140259
12 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5140259 The complaint and what happened Mr M has complained about Mitsubishi HC Capital UK Plc’s, trading as Novuna Personal Finance, (‘Mitsubishi’) 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 a... (7 pages)View decision -
Decision Reference DRN-4725048
29 May 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4725048 The complaint In 1999 Mr H and Mr M (‘the complainants’) purchased a commercial property investment into their jointly held Self-Invested Personal Pension (‘SIPP’). The SIPP has been administered by James Hay Administration Company Ltd trading as James Hay Partnership (‘JHP’). ... (8 pages)View decision -
Decision Reference DRN8178833
11 Dec 2020 Barclays Bank UK PLC Not upheldPayment protection insurance (PPI)Mr G says Barclays Bank UK PLC (“Barclays”) mis-sold him a payment protection insurance (“PPI”) policy. background and summary to complaint Mr G bought the policy in 1998 at the same time as taking out a credit card. He applied for the credit card and PPI policy through the post. At the ti... (8 pages)View decision -
Decision Reference DRN4596768
2 Aug 2021 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs S says Bank of Scotland Plc, trading as Halifax (“Halifax”) mis-sold them a payment protection insurance (“PPI”) policy. background and summary to complaint Mr and Mrs S bought the policy in 1996 at the same time as taking out a mortgage. They applied for the mortgage and PPI po... (10 pages)View decision -
Decision Reference DRN-5070987
31 Mar 2025 Society of Lloyd's UpheldInsuranceDRN-5070987 The complaint Mr H and Mrs B complain Society of Lloyd’s unfairly declined their structural warranty claims. References to Lloyd’s include, for ease of reading, the underwriter providing the contract of insurance and its agents. Mr H and Mrs B are joint policyholders and co... (10 pages)View decision -
Decision Reference DRN8473657
3 Sep 2019 A Shade Greener (Boilers) Llp UpheldBanking and creditComplaintMr and Mrs M complain A Shade Greener (Boilers) LLP (“ASG”) has failed to keep to the terms of an agreement to install and maintain central heating equipment at their property.Background The background to this complaint, and my initial findings on it, can be found in my provisiona... (10 pages)View decision -
Decision Reference DRN6001915
13 Nov 2020 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mr and Mrs K say Lloyds Bank PLC mis-sold them a payment protection insurance (“PPI”) policy. background and summary to complaint Mr and Mrs K bought the policy in 1998 at the same time as taking out a mortgage. They applied for the mortgage and PPI policy in branch. The policy provided co... (10 pages)View decision -
Decision Reference DRN-4804081
17 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4804081 The complaint Mr M complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to inv... (46 pages)View decision -
Decision Reference DRN2413217
24 Jul 2021 Barclays Bank UK PLC UpheldPayment protection insurance (PPI)Mr G says Barclays Bank UK PLC (‘Barclays’) mis-sold him a payment protection insurance (“PPI”) policy. Barclays were trading at the time as ‘Egg’ but for simplicity I will refer to the business as ‘Barclays’ throughout the rest of the decision. background and summary to complaint AXA told... (17 pages)View decision
