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 371485 results
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Decision Reference DRN-5003069
6 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5003069 The complaint Mr B has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) What happened In January 2014, Mr B bought a solar panel system (‘the system’), from a compa... (6 pages)View decision -
Decision Reference DRN-4842817
6 Sep 2024 Plus500UK Ltd Not upheldInvestmentsDRN-4842817 The complaint Mr M complains that Plus500UK Ltd preventing him from closing some contract for difference (CFD) positions on his account by incorrectly making the relevant CFD unavailable for trading. He says this led to him incurring a loss. What happened Mr M had opened sev... (4 pages)View decision -
Decision Reference DRN-4962614
6 Sep 2024 ReAssure Limited UpheldInsuranceDRN-4962614 The complaint Mr L complains that ReAssure Limited has failed to respond satisfactorily to a series of queries he’s raised regarding his Assured Protection Plan, which it now administers. What happened This matter has been ongoing for several years. As such, I won’t provide ... (3 pages)View decision -
Decision Reference DRN-4937602
6 Sep 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4937602 The complaint Mr O is unhappy with the service provided by Royal & Sun Alliance Insurance Limited (RSA) regarding claims information recorded on his motability insurance policy. What happened Mr O took out mobility insurance with RSA. Mr O received a renewal invite for ... (2 pages)View decision -
Decision Reference DRN-5006938
6 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5006938 The complaint Mr M complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral), handled a claim under his motor insurance policy following the theft of his vehicle. Any reference to Admiral in this decision includes their agents. What happened Mr M had... (3 pages)View decision -
Decision Reference DRN-5005361
6 Sep 2024 West Bay Insurance Plc UpheldInsuranceDRN-5005361 The complaint Miss B and Mr M complain about how West Bay Insurance plc (“West Bay”) handled a claim on their car insurance policy. What happened Miss B and Mr M had a car insurance policy with West Bay. The policy was purchased via an insurance broker. In April 2023 Mr M wa... (5 pages)View decision -
Decision Reference DRN-4669485
6 Sep 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4669485 The complaint Mr S is unhappy that a car supplied to him under a personal contract purchase agreement with CA Auto Finance Ltd (‘CAF’) was of an unsatisfactory quality. Mr S has been represented during the claim and complaint process by Ms R. For ease of reference, I will ... (3 pages)View decision -
Decision Reference DRN-4958339
6 Sep 2024 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-4958339 The complaint Mr H complains that Marks & Spencer Financial Services Plc trading as M&S Bank gave him misinformation about a loan expiry date. What happened Mr H says that on 14 March 2024 he applied for an M&S Bank personal loan, and he received a confirmation f... (3 pages)View decision -
Decision Reference DRN-4977558
6 Sep 2024 Western Circle Ltd UpheldConsumer CreditDRN-4977558 The complaint Mr A has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him loans he couldn’t afford to repay and which pushed him further into debt. What happened A summary of Mr A’s borrowing can be found in the table below. loan number loan amo... (5 pages)View decision -
Decision Reference DRN-5004688
6 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5004688 The complaint A company I’ll call H complains that HSBC Bank UK PLC (HSBC) blocked then closed its account and recalled its Bounce Back Loan (BBL), without explaining why. And that it used the balance of the account funds to pay down the BBL. H is represented by its directo... (5 pages)View decision
