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 362195 results
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Decision Reference DRN-5142738
13 Nov 2024 Preferred Mortgages Limited Not upheldMortgagesDRN-5142738 The complaint Miss R’s complaint is linked to a mortgage she has with Preferred Mortgages Limited. She says that when the mortgage was sold to her an Accident, Sickness and Unemployment (ASU) policy was sold to her to protect the mortgage, but when she wanted to claim on the... (6 pages)View decision -
Decision Reference DRN-5113406
13 Nov 2024 Experian Limited UpheldConsumer CreditDRN-5113406 The complaint Mr A complains Experian Limited have linked his credit file to another person with the same name. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and the... (4 pages)View decision -
Decision Reference DRN-5010344
13 Nov 2024 Equifax Limited Not upheldConsumer CreditDRN-5010344 The complaint Miss L complains Equifax Limited incorrectly linked her credit file to one with a close relatives’ details, causing a problem with her credit score. What happened Miss L says on 28 March 2024 she was told her credit score had dropped significantly. When lookin... (2 pages)View decision -
Decision Reference DRN-4869868
13 Nov 2024 Lockton Companies LLP Not upheldInsuranceDRN-4869868 The complaint Mr S has complained about Lockton Companies LLP. He isn’t happy that it didn’t bring an endorsement on his motor insurance policy to his attention. A representative has supported Mr S in bringing this complaint, but for simplicity I’ve just referred to him in t... (2 pages)View decision -
Decision Reference DRN-4691792
13 Nov 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4691792 The complaint Miss H has complained that she is unhappy with the quality of a car she acquired in March 2023, using a hire purchase agreement with Zopa Bank Limited (“Zopa”). What happened Miss H acquired a used BMW at the end of March 2023, using a hire purchase agreement ... (5 pages)View decision -
Decision Reference DRN-5036169
12 Nov 2024 Amtrust Europe Limited UpheldInsuranceDRN-5036169 The complaint Mr and Mrs M complain that Amtrust Europe Limited (“Amtrust”) unfairly withdrew cover when they tried to make a claim under their self-build warranty. What happened Mr and Mrs M had a self-build home constructed. A ten-year warranty was included in the plot pac... (3 pages)View decision -
Decision Reference DRN-5142147
12 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5142147 The complaint Ms J complains Barclaycard failed to recover funds for goods paid for in part using her Barclaycard credit card. What happened In August 2022 Ms J purchased a sofa from a supplier I’ll call “X”. The total cost of the sofa including delivery was £2,944 and Ms J ... (4 pages)View decision -
Decision Reference DRN-4955635
12 Nov 2024 Motability Operations Limited Not upheldConsumer CreditDRN-4955635 The complaint Mrs O complains that Motability Operations Limited won’t accept her husband as her appointee in connection with a hire agreement under which a car was supplied to her. Her husband is also involved in her complaint. What happened Mrs O entered into a hire agreem... (2 pages)View decision -
Decision Reference DRN-5058297
12 Nov 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5058297 The complaint Mr W complains about Assurant General Insurance Limited’s settlement of his mobile phone insurance claim. My references to Assurant include its agents. What happened Mr W has mobile phone insurance through his building society account. Assurant is the insurer.... (3 pages)View decision -
Decision Reference DRN-5141369
12 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5141369 The complaint Miss Q complains that Nationwide Building Society won’t refund to her the money that she paid for a mobile phone. What happened Miss Q paid £949.99 from her Nationwide bank account to buy a mobile phone on an online marketplace in November 2023. She made a disp... (2 pages)View decision
