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 367300 results
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Decision Reference DRN-5052430
21 Oct 2024 Vitality Life Limited Not upheldInsuranceDRN-5052430 The complaint The estate of Mrs O is unhappy that Vitality Life Limited cancelled Mrs O’s life insurance policy (‘the policy’) and declined a claim made for the life benefit. What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (4 pages)View decision -
Decision Reference DRN-5094376
21 Oct 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5094376 The complaint Miss B complained that Loans 2 Go Limited (“Loans 2 Go”) irresponsibly granted her a loan in October 2018 that she couldn’t afford to repay. What happened Miss B took out the loan in October 2018. The amount was £250, and the monthly repayment was £56.64 over ... (3 pages)View decision -
Decision Reference DRN-5095444
21 Oct 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5095444 The complaint Mr S complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) has unfairly deducted policy premiums from a claim settlement under his pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims han... (3 pages)View decision -
Decision Reference DRN-5014229
21 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5014229 The complaint Miss G complains that Creation Consumer Finance Ltd (“Creation”) failed to default a loan she had with the firm when she entered into a Debt Arrangement Scheme (“DAS”) in December 2017. What happened I issued a provisional decision on this complaint in July 202... (5 pages)View decision -
Decision Reference DRN-5001746
21 Oct 2024 ADT Fire & Security Plc UpheldConsumer CreditDRN-5001746 The complaint Ms H complains that ADT Fire & Security Plc trading as ADT is charging her under her hire agreement for a security system that doesn’t work. She wants a refund of the money she has paid to ADT. What happened Ms H entered into a hire agreement with ADT for a... (3 pages)View decision -
Decision Reference DRN-4806627
21 Oct 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4806627 The complaint Mr L complains Assetz SME Capital Limited (“Assetz”) has introduced an unfair fee on his crowdfunding account. What happened Mr L has been investing on Assetz peer-to-peer crowdfunding platform since June 2016. In December 2023, Assetz announced that it had dec... (8 pages)View decision -
Decision Reference DRN-4682676
21 Oct 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4682676 The complaint Miss I complains that a kitchen which she bought was not properly installed. Because she paid for it in part with finance provided by Clydesdale Financial Services Limited, she says that it is equally liable with the supplier to put things right. Clydesdale Fin... (3 pages)View decision -
Decision Reference DRN-4998031
21 Oct 2024 EE Limited Not upheldInsuranceDRN-4998031 The complaint Mrs C has complained that EE Limited (EE) declined a claim for the repair or replacement of her mobile phone on the ground that she didn’t have insurance for it when she believed she did. What happened Mrs C says that for over 20 years she has had phones and o... (4 pages)View decision -
Decision Reference DRN-5095198
21 Oct 2024 Scottish Widows Administration Services Limited Not upheldPensions and AnnuitiesDRN-5095198 The complaint Mr R complains about the service that he received from Scottish Widows Administration Services Limited (‘SWAS’). He says that SWAS provided incorrect information to him when he was trying to make contributions into his pension via salary sacrifice. Mr R says th... (4 pages)View decision -
Decision Reference DRN-5044928
21 Oct 2024 BISL Limited UpheldInsuranceDRN-5044928 The complaint Mrs W complains that BISL Limited provided a renewal quote to her, but then later said that they couldn’t honour it. They also contacted her by phone when they should have contacted her daughter. What happened Mrs W held a motor insurance policy BISL. Mrs W i... (3 pages)View decision
