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-4356353
23 Jan 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4356353 The complaint Mr H complains about Ikano Bank AB (publ)’s response to a claim he made under sections 75 and 140 of the Consumer Credit Act 1974. What happened In 2017, Mr H purchased a solar panel system (“the system”) using a loan from Ikano, which was repayable over 120 month... (2 pages)View decision -
Decision Reference DRN-4418143
23 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4418143 The complaint Mr G complains that National Westminster Bank Plc has provided him with poor customer service in a number of areas. What happened Mr G switched his NatWest current account to a third party provider, but he was overdrawn at the time of the switch. Mr G says that Na... (5 pages)View decision -
Decision Reference DRN-4572306
23 Jan 2024 Marsh Finance Ltd UpheldConsumer CreditDRN-4572306 The complaint Mrs H is complaining that Marsh Finance Limited (MFL) shouldn’t have lent to her – she says the lending was unaffordable. A representative has brought her complaint to us but for ease I’ve written as if she’s dealt with us directly. What happened In March 2020, Mr... (4 pages)View decision -
Decision Reference DRN-4312640
23 Jan 2024 Gain Credit LLC UpheldConsumer CreditDRN-4312640 The complaint Miss M complaints Gain Credit LLC trading as Drafty (“Drafty”) gave her lines of credit and increased her credit limit without carrying out sufficient checks. What happened Miss M was granted five credit facilities and a summary of her facilities can be found in t... (7 pages)View decision -
Decision Reference DRN-4547479
23 Jan 2024 esure Insurance Limited Not upheldInsuranceDRN-4547479 The complaint Mr B and Mrs B have complained that esure Insurance Limited (esure) unfairly declined a claim under a home insurance policy. What happened Mr B and Mrs B were away from their home when a neighbour contacted them to say cladding had come off their property. Mr B an... (2 pages)View decision -
Decision Reference DRN-4511201
23 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4511201 The complaint Ms T’s complaint relates to the service received from Nationwide Building Society when attempting to withdraw cash from her account. The complaint has been brought by Mr T, who holds power of attorney (POA) to deal with Ms T’s affairs What happened Mr T went into ... (3 pages)View decision -
Decision Reference DRN-4304743
23 Jan 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4304743 The complaint S complains Amtrust Europe Limited unfairly withdrawn an offer to provide a self-build building warranty. Amtrust’s been represented by an agent for the insurance arrangement and complaint. For simplicity I’ve referred to the agent’s actions as being Amtrust’s own... (2 pages)View decision -
Decision Reference DRN-4548548
23 Jan 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-4548548 The complaint Mr C is unhappy with treatment he received which was funded by a loan from Healthcare Finance Limited (‘HFL’). What happened The background facts of this case are well known to the parties so I won’t repeat these in detail here. Mr C agreed dental treatment from a... (4 pages)View decision -
Decision Reference DRN-4549963
23 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4549963 The complaint Ms M and the estate of Mrs M are unhappy that AWP P&C SA haven’t yet settled a claim they made on a travel insurance policy. What happened Mrs M had a travel insurance policy connected to her bank account. She became unwell whilst abroad and was diagnosed with... (2 pages)View decision -
Decision Reference DRN-4571974
23 Jan 2024 Harvey & Thompson Limited UpheldConsumer CreditDRN-4571974 The complaint Mrs M complains through a representative that Harvey & Thompson Limited trading as H & T Pawnbrokers (“H&T”) gave her loans without carrying out appropriate affordability checks. What happened A summary of Mrs M’s borrowing can be found in the table be... (4 pages)View decision
