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 370904 results
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Decision Reference DRN-4893016
12 Aug 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4893016 The complaint Mr G is complaining about Brent Shrine Credit Union Limited trading as My Community Bank (MCB) because he says it lent irresponsibly by providing a loan he couldn’t afford. What happened In February 2023, Mr G took a loan with MCB for £5,5000 over a term of fiv... (5 pages)View decision -
Decision Reference DRN-4587038
12 Aug 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4587038 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with Stellantis Financial Services UK Limited (Stellantis) was of an unsatisfactory quality. What happened In October 2021 Mr S was supplied with a used car through a hire purchase agre... (4 pages)View decision -
Decision Reference DRN-4696291
12 Aug 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4696291 The complaint X and Mr O complain that Admiral Insurance (Gibraltar) Limited (Admiral) has dealt with a claim they’ve made on their home insurance unfairly, with long delays and little progress, and poor communication throughout. What happened X and Mr O contacted this servi... (3 pages)View decision -
Decision Reference DRN-4902531
12 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4902531 The complaint Mr G complains, via his attorneys, about Nationwide Building Society withholding account funds, and confusing and unreasonable requirements for evidence to support withdrawals. What happened Mr G holds an account with Nationwide which is managed by three of hi... (4 pages)View decision -
Decision Reference DRN-4847725
12 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4847725 The complaint Mr C complained because Nationwide Building Society refused to refund him for a £500 cash machine withdrawal which he said he didn’t make. What happened On 28 August 2023, Mr C was on the last day of a trip away from home. He went to a cash machine he hadn’t u... (5 pages)View decision -
Decision Reference DRN-4948021
12 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4948021 The complaint Mr M is unhappy that a payment he sent from his Revolut Ltd account didn’t reach the intended recipient account. What happened On 1 December 2022, Mr M made a payment of £756.30 from his Revolut account. The payments intended recipient told Mr M that they hadn’... (2 pages)View decision -
Decision Reference DRN-4825912
12 Aug 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4825912 The complaint Mr A complains that Scottish Equitable plc trading as Aegon lost documentation, containing his confidential information, which he’d sent to it by recorded delivery. He complains that his claim has been delayed as a result and he’s experienced distress and incon... (5 pages)View decision -
Decision Reference DRN-4960070
12 Aug 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4960070 The complaint Mr H complains that American Express Services Europe Limited (AESEL) misled him about being able to transfer offers available on a charge card to a new credit card. Mr H says he was financially disadvantaged by this which was unfair. What happened Mr H had a ch... (3 pages)View decision -
Decision Reference DRN-4847506
12 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4847506 The complaint Mr L complains about how AXA Insurance UK Plc (“AXA”) handed a claim under his car insurance policy. When I mention AXA I also mean its suppliers. What happened Mr L had a motor insurance policy with AXA covering his car. He was involved in a collision. His car... (2 pages)View decision -
Decision Reference DRN-4746765
12 Aug 2024 more 2 life Ltd UpheldMortgagesDRN-4746765 The complaint Mrs H’s complaint is that she was incorrectly told – twice – by more 2 life Ltd trading as Standard Life Home Finance (and referred to here as SLHF) that she would not have to pay an early repayment charge (ERC) on a partial redemption of an equity release life... (4 pages)View decision
