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 363925 results
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Decision Reference DRN-4615777
15 Feb 2024 Currencies Direct Limited UpheldBanking and PaymentsDRN-4615777 The complaint Mr M complains Currencies Direct Ltd (“Currencies Direct”) gave him incorrect information about a foreign currency transfer. What happened Mr M opened an account with Currencies Direct and deposited a significant amount of US Dollars “USD” with them with a view to... (2 pages)View decision -
Decision Reference DRN-4493259
15 Feb 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4493259 The complaint Miss A says Brent Shrine Credit Union Limited, trading as My Community Bank, irresponsibly lent to her. What happened Miss A took out a loan for £10,000 over 60 months on 4 November 2022. The monthly repayments were £290.40 and the total repayable was £17,841.67. ... (3 pages)View decision -
Decision Reference DRN-4495010
15 Feb 2024 London and Country Mortgages Ltd UpheldMortgagesDRN-4495010 The complaint Mr A and Ms K complain that London and Country Mortgages Ltd made errors which meant their mortgage application lapsed. They ask for compensation for distress and having to take out a mortgage with a higher interest rate. What happened Mr A and Ms K took mortgage ... (3 pages)View decision -
Decision Reference DRN-4429675
15 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4429675 The complaint Mr M says Admiral Insurance (Gibraltar) Limited provided poor service when he made a claim on his motor insurance policy. He also says the repairs to his car took far too long and that some of them weren’t needed. What happened Mr M told Admiral that his car stopp... (3 pages)View decision -
Decision Reference DRN-4500900
15 Feb 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4500900 The complaint Mr J and Mrs J complain Accredited Insurance (Europe) Ltd unfairly declined an escape of water claim under a home insurance policy. What happened Mr J and Mrs J purchased a property on 25 November 2022 to live in. They insured it with Accredited a few days later a... (4 pages)View decision -
Decision Reference DRN-4624273
15 Feb 2024 Billing Finance Limited UpheldConsumer CreditDRN-4624273 The complaint Mr S complains that Billing Finance Ltd (“Billing Finance”) supplied him a minibus that wasn’t of satisfactory quality. What happened Mr S acquired a used minibus in September 2019 by taking out a Hire Purchase Agreement with Billing Finance. The age of the minibu... (5 pages)View decision -
Decision Reference DRN-4493335
15 Feb 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4493335 The complaint Mr and Mrs P complain about Tesco Underwriting Limited’s (“Tesco”) delays in handling their subsidence claim. Any reference to Tesco in this final decision includes its respective agents unless specified otherwise. What happened The background of this complaint is... (3 pages)View decision -
Decision Reference DRN-4578018
15 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4578018 The complaint Mr S has complained that AXA Insurance UK Plc unfairly recorded him as having made a claim under his home insurance policy. What happened Mr S’s water company wrongly informed him that he had a water leak at his property. He phoned AXA to enquire about the possibi... (2 pages)View decision -
Decision Reference DRN-4158196
15 Feb 2024 Chapelwood Financial Planning Ltd UpheldPensions and AnnuitiesDRN-4158196 The complaint Mr C complains that he was given unsuitable advice by Chapelwood Financial Planning Ltd to transfer the benefits from his defined benefit (‘DB’) pension with British Steel pension scheme (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and... (5 pages)View decision -
Decision Reference DRN-4392558
15 Feb 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4392558 The complaint Miss F complains that Shop Direct Finance Company Limited (Shop Direct) lent to her irresponsibly. She says Shop Direct didn’t do enough to check she could afford to repay the lending sustainably. Miss F says that the initial limit and all subsequent limit increas... (4 pages)View decision
