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-5121995
20 Nov 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5121995 The complaint Ms L complains that Frasers Group Financial Services Limited trading as Studio (“Studio”) charged her for items she never received and refused to issue a full refund. What happened In or around October 2023 Ms L ordered some items from Studio. She never receive... (2 pages)View decision -
Decision Reference DRN-5004431
20 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5004431 The complaint Mrs W complains about how Aviva Insurance Limited have dealt with a claim for damage under a commercial buildings insurance policy. Aviva are the underwriters of this policy i.e., the insurer. Part of this complaint concerns the actions of the Loss Adjuster (“L... (5 pages)View decision -
Decision Reference DRN-4849256
20 Nov 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4849256 The complaint Mr C complains about a car he acquired with credit provided by MotoNovo Finance Limited. What happened In August 2022 Mr C entered into a regulated hire purchase agreement with MotoNovo to finance his purchase of a used car. The car was seven years old, it had ... (2 pages)View decision -
Decision Reference DRN-5119069
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5119069 The complaint Mr A complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened In December 2017 Mr A applied for a credit card with NewDay. NewDay approved the application and gave Mr A a credit card with an initial credit limit of £900. The credit lim... (3 pages)View decision -
Decision Reference DRN-4902322
20 Nov 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4902322 The complaint Mr P has complained about advice to transfer his occupational defined benefit (‘DB’) pension. Mr P says that the advice was unsuitable and has caused financial loss. Mr P’s advice was provided by Money Aspects Ltd (‘MA’) who were appointed representatives of Se... (6 pages)View decision -
Decision Reference DRN-4780710
20 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4780710 The complaint Mr and Mrs P complain that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent the loss they suffered when they sent money to its customer’s account as the result of an alleged scam. Mr and Mrs P have used a representative to bring their compla... (3 pages)View decision -
Decision Reference DRN-5160995
20 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5160995 The complaint Mr C complains that esure Insurance Limited declined his home insurance claim. Esure is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As esure has accepted it is accountable for the actions of the a... (4 pages)View decision -
Decision Reference DRN-5160349
20 Nov 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5160349 The complaint Miss M complains about the lack of support that she’s received from Moneybarn No. 1 Limited, trading as Moneybarn, about a car that was supplied to her under a conditional sale agreement. What happened I issued a provisional decision on this complaint earlier t... (3 pages)View decision -
Decision Reference DRN-4971265
20 Nov 2024 Building Block Insurance PCC Ltd Not upheldInsuranceDRN-4971265 The complaint Miss M complains that Building Block Insurance PCC Ltd (‘BBI’) didn’t help her when she tried to use her vehicle breakdown insurance. Miss M’s policy was sold and is administered by a third party company on BBI’s behalf, and all her correspondence has been with... (3 pages)View decision -
Decision Reference DRN-5095185
20 Nov 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5095185 The complaint Mr W complains that Specialist Motor Finance Limited (SMFL) was irresponsible in its lending to him. He wants all interest, fees and charges paid under his hire purchase agreement refunded along with interest. Mr W is represented by a third party but for ease o... (3 pages)View decision
