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 363925 results
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Decision Reference DRN-5149728
3 Dec 2024 Clear Legal Marketing Limited UpheldClaims ManagementDRN-5149728 The complaint Mrs M complains about Clear Legal Marketing Limited (“CLM”) and the success fee they are charging her following her claim for mis-sold lending. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them c... (3 pages)View decision -
Decision Reference DRN-4519486
3 Dec 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4519486 The complaint Mr R has complained that National Westminster Bank Plc (“NatWest”) acted unfairly and unreasonably by deciding against paying a claim made under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened In January 2015, Mr R, alongside another, purchased holi... (4 pages)View decision -
Decision Reference DRN-5183995
3 Dec 2024 Bank of Scotland Plc UpheldMortgagesDRN-5183995 The complaint Ms D complains about the way Bank of Scotland plc trading as Halifax has administered the sub-accounts on her mortgage. What happened Ms D took out a mortgage with Halifax in 2007. The interest rate was fixed until 28 February 2009, since then the standard vari... (3 pages)View decision -
Decision Reference DRN-5184640
3 Dec 2024 Bank of Scotland Plc UpheldMortgagesDRN-5184640 The complaint Mr and Mrs M complain that Bank of Scotland plc trading as Halifax caused several issues during their enquiry about a rate switch which has led them to paying more on their mortgage. What happened Mr and Mrs M have a mortgage with Halifax, previously consisting... (4 pages)View decision -
Decision Reference DRN-4936522
3 Dec 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4936522 The complaint Mrs B complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In March 2023 Mrs B entered into a 25-m... (4 pages)View decision -
Decision Reference DRN-5184680
3 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5184680 The complaint Mr B and Mrs B complain that Aviva Insurance Limited failed to identify that there was leaking water from the underground drains in 2020 and 2021 which caused further delay and inconvenience in their claim being resolved. What happened Mr B and Mrs B held a bui... (3 pages)View decision -
Decision Reference DRN-3963968
3 Dec 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3963968 The complaint Mr M complains about the way Creation Consumer Finance Ltd (Creation) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Act 19... (5 pages)View decision -
Decision Reference DRN-5181613
3 Dec 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5181613 Complaint Miss F complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In July 2022, S... (5 pages)View decision -
Decision Reference DRN-5161683
3 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5161683 The complaint Mr B complains about the increase in premium for his pet insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). What happened Mr B took out pet insurance for his dog in April 2023. The premium for 12 months’ cover was £233.18. When he receive... (2 pages)View decision -
Decision Reference DRN-4900875
2 Dec 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4900875 The complaint Mrs F complains that J P Morgan Europe Limited trading as Chase declined her disputed transaction claim. What happened In November 2023 Mrs F purchased a 3D laser printer from a merchant and paid using her Chase debit card. Mrs F discovered that the item was fa... (3 pages)View decision
