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 360264 results
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Decision Reference DRN-4615282
5 Mar 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4615282 The complaint Mrs T complains that Tesco Personal Finance PLC (“Tesco”) didn’t fairly respond to her claim under Section 75 of the Consumer Credit Act 1974 (“the CCA”) relating to a payment she made when making a purchase using her credit card. What happened In or around April ... (3 pages)View decision -
Decision Reference DRN-4535944
5 Mar 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4535944 The complaint Mr M complains that he’s been overcharged on his loan. What happened Mr M wished to settle a loan he had taken out with Metro Bank PLC trading as RateSetter early. He contacted RateSetter on 16 August 2023 and asked for a settlement figure. He was told because a p... (3 pages)View decision -
Decision Reference DRN-4639566
5 Mar 2024 Simplyhealth Access Not upheldInsuranceDRN-4639566 The complaint Miss W has complained that Simplyhealth Access declined to meet a claim under her dental plan. What happened In summary Miss W complained when Simplyheath declined her claim for root canal treatment. Miss W started her Denplan cover and Denplan supplementary insur... (2 pages)View decision -
Decision Reference DRN-4575378
5 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4575378 The complaint Mr J has complained that Lloyds Bank PLC (“Lloyds”) failed to take reasonable steps to recover money that he had incorrectly sent to one of its customers. What happened Mr J sent £5,000 to a customer of Lloyds by mistake on 20 July 2021. Mr J contacted the person ... (4 pages)View decision -
Decision Reference DRN-4598107
5 Mar 2024 Halifax Life Limited Not upheldInvestmentsDRN-4598107 The complaint The estate of X (the estate) complains that Halifax Life Limited (‘Halifax Life’) has not paid the correct surrender value received in August 2021 in line with how the fund had risen. To resolve the complaint, the estate would like Halifax Life to pay the differen... (2 pages)View decision -
Decision Reference DRN-4597103
5 Mar 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4597103 The complaint Mr M has complained about the advice to transfer his CIS Section 32 (‘s32’) policy to a personal pension and a s32 policy with Scottish Equitable (now Aegon). Mr M has stated that because of the advice to transfer, valuable guarantees were given up and financial l... (5 pages)View decision -
Decision Reference DRN-4574757
5 Mar 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4574757 The complaint Ms K is unhappy that BMW Financial Services (GB) Limited trading as MINI Financial Services declined her application for a regulated car finance agreement, that they didn’t give her an expanded and detailed reason for their decision, and about the service they pro... (4 pages)View decision -
Decision Reference DRN-4663868
5 Mar 2024 Amtrust Europe Limited UpheldInsuranceDRN-4663868 The complaint Mr and Mrs T complain Amtrust Europe Limited have unfairly cancelled their building warranty. In my findings I refer to the builder of Mr and Mrs T’s property as ‘K’. I also reference the administrator of the warranty. Who I shall refer to as ‘P’. What happened Be... (5 pages)View decision -
Decision Reference DRN-4527524
5 Mar 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4527524 The complaint Miss O complains about the satisfactory quality of a car Startline Motor Finance Limited (“Startline”) supplied her under an agreement. What happened In April 2023, Miss O acquired a used car using a hire purchase agreement with Startline. The car was over seven y... (5 pages)View decision -
Decision Reference DRN-4329556
5 Mar 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4329556 The complaint Mrs H complains about how Gain Credit LLC, trading as Lending Stream, reported her four defaulted loans to the credit reference agencies. What happened Mrs H had ten loans with Lending Stream. Four of them were defaulted in 2018; I will refer to them as loans 7 to... (3 pages)View decision
