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 383541 results
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Decision Reference DRN-5421464
4 Apr 2025 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-5421464 The complaint Mrs T and Mr T are unhappy with the service provided by AXA Insurance Designated Activity Company (AXA) following an escape of oil claim made on their home insurance policy. Mrs T and Mr T are both party to this complaint, and have also instructed a third part... (4 pages)View decision -
Decision Reference DRN-5455342
4 Apr 2025 Elderbridge Limited Not upheldMortgagesDRN-5455342 The complaint Mr and Mrs D complain about the second charge secured loan they have with Elderbridge Limited. They complain that Elderbridge hasn’t provided them with a fully legible copy of the loan agreement, it hasn’t complied with their subject access requests, and it has... (2 pages)View decision -
Decision Reference DRN-5407687
4 Apr 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5407687 The complaint Mr D complains through a representative that Advantage Finance Ltd (“Advantage”) gave him a hire purchase agreement without carrying out adequate affordability checks. What happened In January 2021, Advantage provided Mr D with a hire purchase agreement for a ... (3 pages)View decision -
Decision Reference DRN-5405162
4 Apr 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5405162 Complaint Mr P complains that Secure Trust Bank Plc (trading as “Moneyway”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable which resulted in him ending up in a cycle of borrowing from friends, family and payday loans in ... (5 pages)View decision -
Decision Reference DRN-5413692
4 Apr 2025 Bank of Scotland Plc Not upheldInsuranceDRN-5413692 The complaint Mrs H is represented by Mr H. He complains on their behalf that the Secure Life Plan taken out through Bank of Scotland was mis-sold. Mr H says the plan now has a lower claim value compared to the premiums Mrs H has paid. What happened Mrs H took out the Secur... (2 pages)View decision -
Decision Reference DRN-4917781
4 Apr 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-4917781 The complaint Mr W complains Legal and General Assurance Society Limited (L&G) have provided poor service when administering a life assurance policy. He says he was given incorrect information when trying to make changes to the policy, and there have been problems with t... (3 pages)View decision -
Decision Reference DRN-5411094
4 Apr 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5411094 The complaint Miss M, through a representative, says Loans 2 Go Limited irresponsibly lent to her. What happened Miss M took out an 18-month instalment loan for £330 from Loans 2 Go on 6 September 2022. The monthly repayments were £67.83 and the total repayable was £1,220.94... (3 pages)View decision -
Decision Reference DRN-5199835
4 Apr 2025 AWP P&C S.A. UpheldInsuranceDRN-5199835 The complaint Mr and Mrs T are unhappy with the service they received from AWP P&C S.A. in relation to a travel insurance policy connected to a package bank account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again ... (2 pages)View decision -
Decision Reference DRN-5302841
4 Apr 2025 MP Payments UK Limited Not upheldBanking and PaymentsDRN-5302841 The complaint Mr B complains that MP Payments UK Limited (trading as Zing) closed his account without providing a proper explanation. He also says Zing should have given him more notice. What happened The detailed background of this complaint is well known to both parties. ... (3 pages)View decision -
Decision Reference DRN-5244682
4 Apr 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5244682 The complaint Miss K complains about the quality of a car she has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (who I’ll call SMF). What happened Miss K took receipt of a used car in June 2024. She financed the deal through a hire purchase agreeme... (3 pages)View decision
