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 370149 results
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Decision Reference DRN-4954150
20 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-4954150 The complaint Mr C complains about the way U K Insurance Limited trading as Direct Line handled a claim under his landlord insurance policy. What happened Mr C made a claim in January 2023 following an escape of water at his rental property. Direct Line accepted the claim an... (3 pages)View decision -
Decision Reference DRN-5077072
20 Nov 2024 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5077072 The complaint Mr D has complained about Lowell Portfolio I Ltd taking a regularly scheduled token payment while their contact was on hold. What happened This complaint surrounds a credit card account which was taken out in 1996, defaulted in 2003, and was eventually purchase... (3 pages)View decision -
Decision Reference DRN-4985719
20 Nov 2024 Lendable Ltd Not upheldConsumer CreditDRN-4985719 The complaint Mrs W has complained that Lendable Ltd are holding her liable for a debt which was taken out as the result of a scam. What happened Mrs W responded to an online advert about investing in cryptocurrency. But the investment was not real – it was a scheme by scamm... (3 pages)View decision -
Decision Reference DRN-5121995
20 Nov 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5121995 The complaint Ms L complains that Frasers Group Financial Services Limited trading as Studio (“Studio”) charged her for items she never received and refused to issue a full refund. What happened In or around October 2023 Ms L ordered some items from Studio. She never receive... (2 pages)View decision -
Decision Reference DRN-5004431
20 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5004431 The complaint Mrs W complains about how Aviva Insurance Limited have dealt with a claim for damage under a commercial buildings insurance policy. Aviva are the underwriters of this policy i.e., the insurer. Part of this complaint concerns the actions of the Loss Adjuster (“L... (5 pages)View decision -
Decision Reference DRN-4849256
20 Nov 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4849256 The complaint Mr C complains about a car he acquired with credit provided by MotoNovo Finance Limited. What happened In August 2022 Mr C entered into a regulated hire purchase agreement with MotoNovo to finance his purchase of a used car. The car was seven years old, it had ... (2 pages)View decision -
Decision Reference DRN-5119069
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5119069 The complaint Mr A complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened In December 2017 Mr A applied for a credit card with NewDay. NewDay approved the application and gave Mr A a credit card with an initial credit limit of £900. The credit lim... (3 pages)View decision -
Decision Reference DRN-4902322
20 Nov 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4902322 The complaint Mr P has complained about advice to transfer his occupational defined benefit (‘DB’) pension. Mr P says that the advice was unsuitable and has caused financial loss. Mr P’s advice was provided by Money Aspects Ltd (‘MA’) who were appointed representatives of Se... (6 pages)View decision -
Decision Reference DRN-4780710
20 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4780710 The complaint Mr and Mrs P complain that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent the loss they suffered when they sent money to its customer’s account as the result of an alleged scam. Mr and Mrs P have used a representative to bring their compla... (3 pages)View decision -
Decision Reference DRN-5160995
20 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5160995 The complaint Mr C complains that esure Insurance Limited declined his home insurance claim. Esure is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As esure has accepted it is accountable for the actions of the a... (4 pages)View decision
