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-4619849
26 Apr 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4619849 The complaint Mr M says Capital One (Europe) plc mis-handled the administration of his credit card account. What happened Briefly, Mr M said Capital One made several errors on his account from June 2023 onwards. These problems included, but weren’t limited to, being unable to a... (2 pages)View decision -
Decision Reference DRN-4573717
26 Apr 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4573717 The complaint Miss F complains that Shop Direct Finance Company Limited (“Shop Direct”), provided her with two catalogue shopping accounts that she could not afford, and continued to increase her credit limit when it shouldn’t have. What happened In November 2019 Shop Direct ap... (2 pages)View decision -
Decision Reference DRN-4640722
26 Apr 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4640722 The complaint Mr J says MBNA Limited unfairly refused to allow him to access a promotional interest rate in transferring the balance on one MBNA credit card account to another MBNA account. What happened Mr J held an account with MBNA. On looking at promotional balance transfer... (2 pages)View decision -
Decision Reference DRN-4745904
26 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4745904 The complaint Mr C complains about the settlement payment Advantage Insurance Company Limited (Advantage) offered him following the total loss of his car, under his motor insurance policy. What happened Another driver collided with Mr C’s car whilst it was parked. He contacted ... (3 pages)View decision -
Decision Reference DRN-4688985
26 Apr 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4688985 The complaint Mrs G and Mr S complain about Accredited Insurance (Europe) Ltd (Accredited) declining a claim under their home insurance policy for damage to their property. References to Accredited include their agents who administer the policy and assess claims. What happened ... (5 pages)View decision -
Decision Reference DRN-4733014
26 Apr 2024 Gain Credit LLC UpheldConsumer CreditDRN-4733014 The complaint Mr F complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) irresponsibly gave him loans which he couldn’t afford to repay. What happened A summary of Mr F’s borrowing can be found below. loan number loan amount agreement date repayment date n... (6 pages)View decision -
Decision Reference DRN-4737085
26 Apr 2024 AWP P&C S.A. Not upheldInsuranceDRN-4737085 The complaint Mrs M, Mr P and Mr P (hereafter referred to as Mrs M and family) have complained that AWP P&C SA declined a claim they made on a travel insurance policy and then also cancelled the policy. The policy provided cover for Mrs M, Mr P, one adult child and two youn... (2 pages)View decision -
Decision Reference DRN-4761739
26 Apr 2024 Capital Professional Limited UpheldPensions and AnnuitiesDRN-4761739 The complaint Mr D complains that Capital Professional Limited (then trading as Cowgills Wealth Limited) did not provide him with the agreed ongoing advice service and that its service didn’t justify the charges that it took from his pension. What happened In 2013 Mr D received... (10 pages)View decision -
Decision Reference DRN-4765862
26 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4765862 The complaint Miss C complains about the service provided by British Gas Insurance Limited in relation to her home emergency insurance policy. What happened Miss C had a home emergency policy with British Gas which covered a property she rents out. Under the terms of the policy... (6 pages)View decision -
Decision Reference DRN-4438538
26 Apr 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4438538 The complaint Mrs B has complained that Marks & Spencer Financial Services Plc (“Marks & Spencer”) didn’t fairly or reasonably deal with claims under the Consumer Credit Act 1974 (“CCA”) in relation to a holiday product bought using her credit card. What happened In Nov... (4 pages)View decision
