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 366874 results
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Decision Reference DRN-4803021
17 May 2024 J D Williams & Company Limited UpheldConsumer CreditDRN-4803021 The complaint and what happened Mr M complains that JD Williams & Company Limited, trading as Jacamo, gave him a catalogue shopping account and then increased the limit on it when he could not afford it In August 2018 Jacamo approved a catalogue shopping account for Mr M wi... (4 pages)View decision -
Decision Reference DRN-4801286
17 May 2024 Lendable Ltd UpheldConsumer CreditDRN-4801286 The complaint Mr S complains that Lendable Ltd provided him with a loan that was unaffordable and has trapped him in a cycle of debt. He also complains that Lendable hasn’t conducted a full and fair investigation into his complaint. Mr S wants all interest, fees and charges rem... (4 pages)View decision -
Decision Reference DRN-4803513
17 May 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4803513 The complaint Mr J complains that BUPA Insurance Limited declined his claim against a group private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr J is a member of ... (3 pages)View decision -
Decision Reference DRN-4542792
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4542792 The complaint Miss B complains that Monzo Bank Ltd won’t fully refund the money she sent to a third party in error. What happened Miss B made three transactions to a third party whom I’ll refer to as A. These transactions amount to £1,125 and were made on 1 July 2023 (£75); 13 ... (3 pages)View decision -
Decision Reference DRN-4767448
17 May 2024 Castle Financial & Mortgage Services UpheldInsuranceDRN-4767448 The complaint Ms B has complained about advice she received from Castle Financial & Mortgage Services (“Castle”). What happened Ms B says that she contacted Castle in 2022 to enquire what the best policy for her would be – her priority was family protection if she were to p... (3 pages)View decision -
Decision Reference DRN-4664421
17 May 2024 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4664421 The complaint Mr R has complained about the service he’s received from Quilter Financial Services Ltd after he’d contacted it to help him buy a guaranteed fixed term annuity. Quilter assessed the prospect as being unsuitable for him, and because the annuity wasn’t arranged, Mr ... (6 pages)View decision -
Decision Reference DRN-4797239
17 May 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-4797239 The complaint Mrs K complains that Zurich Assurance Ltd terminated benefit for an incapacity claim she made on her employer’s group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary... (3 pages)View decision -
Decision Reference DRN-4765720
17 May 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4765720 The complaint Mr J has complained that HSBC Bank UK plc (“HSBC”) gave him a loan he couldn’t afford to repay. What happened HSBC advanced Mr J a 60-month loan for £4,480 on 5 September 2013. The monthly repayments were £115.68. Mr J had had some difficulties repaying the loan a... (4 pages)View decision -
Decision Reference DRN-4791842
17 May 2024 Fairscore Ltd UpheldConsumer CreditDRN-4791842 The complaint Miss P complains that Fairscore Ltd trading as Updraft lent irresponsibly when it approved three loans within a short period of time. What happened In April 2022 Miss P applied for a loan of £10,000 with Updraft for debt consolidation purposes. In the application,... (3 pages)View decision -
Decision Reference DRN-4749325
17 May 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4749325 The complaint Miss W complains of a number of issues she’s had with Secure Trust Bank Plc trading as Moneyway. What happened In December 2018, Miss W applied for and received a hire purchase agreement with Moneyway to finance a car purchase. Date Amount of credit Term Monthly r... (4 pages)View decision
