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 367300 results
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Decision Reference DRN-4698784
5 Jun 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4698784 The complaint Mr S complains that Blue Motor Finance Ltd (BMF) irresponsibly agreed to a hire purchase agreement that he couldn’t afford to repay. What happened In December 2019 Mr S acquired a car after he entered into a hire purchase agreement with BMF. The cash price of the ... (4 pages)View decision -
Decision Reference DRN-4835957
5 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4835957 The complaint Mr B and Mrs A complain that repairs Ageas Insurance Limited (Ageas) previously carried out during a home insurance claim have failed. What happened Mr B and Mrs A previously had a home insurance policy with Ageas. They had an escape of water claim in 2014 and rep... (4 pages)View decision -
Decision Reference DRN-4535897
5 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4535897 The complaint Miss F complains Nationwide Building Society unfairly refused to refund her unauthorised transactions on her account. What happened In early February 2023 Miss F informed Nationwide there were multiple transactions on her account which she didn’t recognise or auth... (4 pages)View decision -
Decision Reference DRN-4650061
5 Jun 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4650061 The complaint Miss R complains that Clydesdale Bank PLC trading as Virgin Money has blocked her account so she can't close it. What happened In September 2023 Miss R attempted to transfer funds out of her Virgin Money account. She received e-mails from Virgin Money advisin... (3 pages)View decision -
Decision Reference DRN-4562050
5 Jun 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4562050 The complaint Mrs G complains that Mitsubishi HC Capital UK Plc trading as Hitachi Capital (“HC”) acted unfairly when considering its responsibilities under the Consumer Credit Act 1974 (the “CCA”) in relation to a loan they provided to fund a timeshare purchase. What happened ... (4 pages)View decision -
Decision Reference DRN-4734549
5 Jun 2024 U K Insurance Limited Not upheldInsuranceDRN-4734549 The complaint Mr M complains about how U K Insurance Limited trading as Direct Line (“UKI”) handled a claim and the quality of repairs it carried out under his car insurance policy. What happened Mr M had a motor insurance policy with UKI covering his car. His car suffered dama... (3 pages)View decision -
Decision Reference DRN-4835725
5 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4835725 The complaint Mr and Mrs B have complained about the way Admiral Insurance (Gibraltar) Limited handled a claim for damage to their car under Mrs B’s car insurance policy. Mr B is a named driver on the policy. What happened Mr and Mrs B’s car was damaged when it was driven over ... (4 pages)View decision -
Decision Reference DRN-4502515
5 Jun 2024 Investment Funds Direct Limited Not upheldInvestmentsDRN-4502515 The complaint Mr and Mrs P complain that Investment Funds Direct Limited (‘IFDL’) has continually been unable to take the correct fees from their correct investment accounts and has sold units in their respective Individual Savings Accounts (‘ISA’) to pay fees without authorisa... (5 pages)View decision -
Decision Reference DRN-4799422
5 Jun 2024 TenetConnect Limited UpheldPensions and AnnuitiesDRN-4799422 The complaint Mr D’s complaint is about the poor quality and lack of service provided by TenetConnect Limited. What happened I issued my provisional decision on this complaint on 2 May 2024. The background and circumstances to the complaint and the reasons why I thought it shou... (10 pages)View decision -
Decision Reference DRN-4835801
5 Jun 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4835801 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money (“118 118 Money”) is holding him liable for the debt on a loan which he didn’t apply for. What happened The background to this complaint is well known to both parties, so I won’t repeat everything ... (2 pages)View decision
