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 347829 results
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Decision Reference DRN-5042998
25 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5042998 The complaint Mr P complains that Creation Consumer Finance Ltd (Creation) did not remove a default from his credit file after he was discharged from an Individual Voluntary Arrangement (IVA). What happened Mr P took out a loan from Creation in 2010. In June 2014, he entered... (5 pages)View decision -
Decision Reference DRN-4982911
25 Sep 2024 Pepper (UK) Limited UpheldMortgagesDRN-4982911 The complaint Ms J complains that Pepper (UK) Limited (“Pepper”) didn’t send her information she requested in connection with her mortgage. What happened Ms J has a mortgage with Pepper. Ms J says that in early 2022 she asked for a data subject access request (“DSAR”) in rel... (4 pages)View decision -
Decision Reference DRN-5043081
25 Sep 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5043081 The complaint Mr F complains that Shop Direct Finance Company Limited (SDFC) didn’t default his credit facilities when he went into a Debt Arrangement Scheme (DAS). What happened I issued a provisional decision on this case. It was my intention to come to a different outcom... (6 pages)View decision -
Decision Reference DRN-4874317
25 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4874317 The complaint Miss M is unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim on her motor insurance policy. What happened Miss M was involved in a car accident as she collided with an oncoming vehicle after turning right at a junction. When she reported... (3 pages)View decision -
Decision Reference DRN-5041371
25 Sep 2024 Got You Covered Limited Not upheldInsuranceDRN-5041371 The complaint Mr T complains about Got You Covered Limited (“GYC”) and the mid-term adjustment they made on his insurance policy, which ultimately led to the voidance of his insurance policy. Mr T has been represented during the claim and complaint process by his mother, Mis... (5 pages)View decision -
Decision Reference DRN-4932591
25 Sep 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4932591 The complaint Mr G complains that Aviva Life & Pensions UK Limited (Aviva) were meant to be investing his money in a safe fund but he suffered big losses in his pension’s value. What happened Mr G’s policy was opened in April 2018, his employer at the time chose for thei... (3 pages)View decision -
Decision Reference DRN-5038946
25 Sep 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5038946 The complaint Mrs T’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which C&G declined and then cancelled her policy. Mrs T feels that C&G treated her unfairly and wants them to pay ... (3 pages)View decision -
Decision Reference DRN-4871618
25 Sep 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4871618 The complaint Mr A complains Metro Bank PLC (“Metro”) blocked and closed his account because of the country he had visited. Mr A says Metro’s actions caused him significant distress and inconvenience. What happened The details of this complaint are well known by both parties... (4 pages)View decision -
Decision Reference DRN-4985377
25 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4985377 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited has handled a claim made on his motor insurance policy. He was also unhappy that this claim and a second claim remained open, and this affected his premium at renewal. Mr B wants his car fixed and h... (3 pages)View decision -
Decision Reference DRN-4976156
25 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4976156 The complaint Mrs H on behalf of the estate of Mr B complains that Lloyds Bank Plc transferred funds from the estate without the relevant authority, and refused to reimburse the funds when the issue was reported to it. What happened The detailed background to this complaint... (3 pages)View decision
