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 369228 results
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Decision Reference DRN-5287389
25 Feb 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5287389 The complaint Mrs A has complained that Ikano Bank AB (publ) “Ikano” rejected her claim against it under Section 75 of the Consumer Credit Act 1974 “The Act”. What happened Mrs A bought a solar panel system “the system” for her home in July 2019. The purchase was funded by ... (4 pages)View decision -
Decision Reference DRN-5318741
25 Feb 2025 Elderbridge Limited UpheldMortgagesDRN-5318741 The complaint Mr and Mrs W complain that Elderbridge Limited: • Set up the mortgage incorrectly on an interest only rather than a repayment basis • Is claiming a mortgage balance that is too high – it should be paid off by now. • Has not treated them fairly. What happened In... (7 pages)View decision -
Decision Reference DRN-5228064
25 Feb 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5228064 The complaint Miss G has complained Brent Shine Credit Union Limited, trading as My Community Bank, is asking her to repay a personal loan she didn’t take out. What happened In 2023, Miss G’s father fell for a scam. After seeing an advert on social media endorsed by a well-k... (3 pages)View decision -
Decision Reference DRN-5288325
25 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5288325 The complaint Mr M complains that esure Insurance Limited (“esure”) failed to repair his car fully and didn’t cover the loss in value due to it being stolen and recovered, under his motor insurance policy. What happened Mr M’s car was stolen. It was recovered a few hours lat... (3 pages)View decision -
Decision Reference DRN-5299141
25 Feb 2025 Vanguard Investments UK, Ltd UpheldInvestmentsDRN-5299141 The complaint Mr P complains that Vanguard Investments UK, Ltd (“Vanguard”) provided poor communication when transferring his stocks and shares ISA away from it. What happened Mr P held a stocks and shares ISA with Vanguard which he requested to be transferred away from it. ... (2 pages)View decision -
Decision Reference DRN-4964681
25 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-4964681 The complaint Miss S complains about a car supplied to her using a hire purchase agreement taken out with Bank of Scotland plc trading as Halifax (“Halifax”). What happened In January 2022, Miss S acquired a used car using a hire purchase agreement with Halifax. The car was... (5 pages)View decision -
Decision Reference DRN-5277283
25 Feb 2025 Avantia Insurance Limited UpheldInsuranceDRN-5277283 The complaint Mrs and Mr O complain that Avantia Insurance Limited (Avantia) unfairly declined to settle a claim on their home insurance policy. References to Mrs O or Mr O, will include the other. What happened Mr O accidently damaged his prestigious watch whilst on holid... (3 pages)View decision -
Decision Reference DRN-5339171
25 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5339171 The complaint L, a limited company, complains U K Insurance Limited’s handling of a motor insurance incident led it to having a CCJ registered against it. L is being represented in bringing this complaint by its director, Mr H. I’ve referred to both L and Mr H at points in t... (3 pages)View decision -
Decision Reference DRN-5289999
25 Feb 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5289999 The complaint Ms B’s complaint is about a buy-to-let (BTL) mortgage she holds with Clydesdale Bank Plc trading as Virgin Money (referred to here as VM). Ms B says that in 2022 VM told her she could live in the property, but in 2024 said there was no consent for this. What ... (3 pages)View decision -
Decision Reference DRN-5353817
25 Feb 2025 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-5353817 The complaint Mrs L is unhappy with the repairs China Taiping Insurance (UK) Co Ltd (China Taiping) completed on her home after she made a claim under her building’s insurance policy. Any references to China Taiping also include its agents. What happened Mrs L’s home was b... (6 pages)View decision
