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 369227 results
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Decision Reference DRN-4937895
14 Aug 2024 Salad Finance Limited Not upheldConsumer CreditDRN-4937895 The complaint Mr M complains that Salad Finance Limited lent to him irresponsibly. What happened Mr M took one loan in November 2023 for £500. The monthly repayment cost was £57.52 for 12 months. The total to repay including interest was £689.58. After Mr M had complained S... (3 pages)View decision -
Decision Reference DRN-4965487
14 Aug 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4965487 The complaint Mr and Mrs D complain about the way that Kensington Mortgage Company Limited trading as Acenden has administered their mortgage. What happened In 2007, Mr and Mrs D took out a second charge mortgage with Southern Pacific Personal Loans for £38,000 over 30 years... (6 pages)View decision -
Decision Reference DRN-4889610
14 Aug 2024 Wakam Not upheldInsuranceDRN-4889610 The complaint Miss T has complained that Wakam hasn’t paid in full a claim under her home insurance policy for accidental damage. What happened In 2022 Miss T took out a home insurance policy with Wakam. In 2023 she made a claim for accidental damage. After an investigatio... (2 pages)View decision -
Decision Reference DRN-4524861
14 Aug 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4524861 The complaint Mr B complains that American Express Services Europe Limited (AESEL) closed his credit card account and cancelled the direct debt. He also complains that the management of his account was passed to a debt collection firm. What happened Mr B says that in summer... (3 pages)View decision -
Decision Reference DRN-4965716
14 Aug 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4965716 The complaint Mr F complains about the balance of a catalogue account with Studio Retail Limited trading as Studio, which he says was opened in his name without his authority. What happened In June 2022, a catalogue account was opened with Studio in Mr F’s name. Over the nex... (5 pages)View decision -
Decision Reference DRN-4966235
14 Aug 2024 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-4966235 The complaint Ms L complains that Shawbrook Bank Limited didn’t fairly notify her that her Individual Savings Account (ISA) was due to mature. What happened In summary, Ms L held a 1 Year Fixed Rate Cash ISA with Shawbrook. It was due to mature on 21 December 2023. Shawbroo... (3 pages)View decision -
Decision Reference DRN-4964350
14 Aug 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4964350 The complaint Ms H complains that Zopa Bank Limited lent irresponsibly when it approved a loan application she made. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In May 2022 Ms H applied for a deb... (3 pages)View decision -
Decision Reference DRN-4952500
14 Aug 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4952500 The complaint Mr R complains that AXA PPP Healthcare Limited has unfairly declined his claim under his private medical insurance policy. What happened Mr R was insured under a group private medical insurance policy provided through his employers. This policy was insured by ... (3 pages)View decision -
Decision Reference DRN-4934538
14 Aug 2024 ReAssure Limited Not upheldInsuranceDRN-4934538 The complaint Mr and Mrs A have complained that ReAssure Limited declined the claim they made after Mr A was placed in a coma as part of his treatment. What happened In 2004, Mr and Mrs A bought a life and critical illness policy from an insurer I’ll call V. The policy has ... (2 pages)View decision -
Decision Reference DRN-4966186
14 Aug 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4966186 The complaint Mr G complains about the way Red Sands Insurance Company (Europe) Limited settled a claim he made on his mechanical breakdown insurance policy. What happened In January 2024 Mr G made a claim on his mechanical breakdown policy, for an issue with his car’s therm... (3 pages)View decision
