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 370903 results
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Decision Reference DRN-4819878
14 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4819878 The complaint Mr V complains that Creation Consumer Finance Ltd didn’t act fairly in response to his claim under Section 75 of the Consumer Credit Act 1974. What happened Mr V entered into a credit agreement with Creation in April 2022 to finance the installation of two bay ... (3 pages)View decision -
Decision Reference DRN-5146751
14 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5146751 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase his credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-5094895
14 Nov 2024 AIG Life Limited Not upheldInsuranceDRN-5094895 The complaint Mr M complains that AIG Life Limited hasn’t paid a claim for terminal illness benefit he made on a term assurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ... (4 pages)View decision -
Decision Reference DRN-5133636
14 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5133636 The complaint Mr J complains that Santander UK Plc hasn’t refunded him after he reported falling victim to an investment scam. What happened I issued a provisional decision for Mr J’s complaint on 24 October 2024. In it I set out the detailed background of what happened, al... (9 pages)View decision -
Decision Reference DRN-5145995
14 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5145995 The complaint Mr H has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under a home emergency policy. What happened Mr H contacted Accredited to deal with a leak from a pipe. Accredited sent a plumber, who visited the following day. ... (4 pages)View decision -
Decision Reference DRN-5115650
14 Nov 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5115650 The complaint Mr M complains that Vanquis Bank Limited (‘Vanquis’) were wrong to suggest he’d asked to close his account. He says they made errors when dealing with his complaint about that issue. What happened Mr M complained to Vanquis that: They were wrong to suggest in... (2 pages)View decision -
Decision Reference DRN-5100311
14 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5100311 The complaint Mr C is unhappy that HSBC UK Bank Plc trading as first direct (HSBC) didn’t amend his title as requested on two occasions. What happened Mr C contacted HSBC to request a change of title. HSBC acknowledged this at the end of October 2023 and explained what info... (2 pages)View decision -
Decision Reference DRN-5068926
14 Nov 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5068926 The complaint Mr W complains that Oodle Financial Services Limited trading as Oodle Car Finance was irresponsible in its lending to him. He wants all interest, fees and charges that were paid under his hire purchase agreement refunded along with interest. Mr W is represented... (3 pages)View decision -
Decision Reference DRN-5115906
14 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5115906 The complaint Mr M complains Barclays Bank UK PLC won’t refund the disputed transactions that took place on his personal current account. What happened Mr M says he received funds into his account following a family trip which his family members owed him money for. He’s ex... (5 pages)View decision -
Decision Reference DRN-5052295
14 Nov 2024 I Go 4 Ltd. UpheldInsuranceDRN-5052295 The complaint Mr F complains that I Go 4 Ltd (trading as WiseDriving) didn’t give him clear information about the amount owed on his insurance policy when he called to cancel it. He says this caused him to be contacted by debt collectors for an outstanding balance. What hap... (2 pages)View decision
