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 118878 results
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Decision Reference DRN-3415493
11 Apr 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3415493 The complaint Mr E complains about the quality of a car he has been financing through an agreement with Oodle Financial Services Limited (“Oodle”). What happened I issued my first provisional decision on this complaint January 2022 and a further provisional decision in February... (4 pages)View decision -
Decision Reference DRN-3426638
11 Apr 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3426638 The complaint Ms B, through her representative, complains that the advice she received from Phoenix Life Limited to take out a Free Standing Additional Voluntary Contribution (FSAVC) plan was unsuitable. She says that if she’d been properly advised she would have contributed to... (5 pages)View decision -
Decision Reference DRN-3426929
11 Apr 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3426929 The complaint Mr and Mrs C have complained about repairs completed by their motor insurer Admiral Insurance Company Limited following vandalism of their car (involving petrol being poured into its interior). What happened In April 2021 a vandal smashed the passenger window and ... (4 pages)View decision -
Decision Reference DRN-3414870
11 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3414870 The complaint Ms H complains that HSBC UK Bank Plc (“HSBC”) didn’t help recover the money she lost to an investment scam. What happened In November 2017, Ms H came across Greenfields Capital on the internet when she was looking to invest money. She registered her interest and ... (6 pages)View decision -
Decision Reference DRN-3268362
11 Apr 2022 Building Block Insurance PCC Ltd UpheldInsuranceDRN-3268362 The complaint Mrs C has complained that Building Block Insurance PCC Limited (BBI) has declined a claim she made under her pet insurance policy on the ground that the treatment claimed for related to a pre-existing condition. What happened Mrs C’s dog, which I’ll refer to as “R... (3 pages)View decision -
Decision Reference DRN-3386149
11 Apr 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3386149 The complaint Mr and Mrs S have complained that Shawbrook Bank Limited (“Shawbrook”) rejected their claim against it under section 75 of the Consumer Credit Act 1974 in relation to their purchase of some solar panels. Background Mr and Mrs S bought solar panels for their home i... (3 pages)View decision -
Decision Reference DRN-3351636
11 Apr 2022 The Royal Bank of Scotland Plc UpheldInvestmentsDRN-3351636 The complaint Mr G complains that The Royal Bank of Scotland Plc (RBS) mis-sold him a life assurance policy. Specifically, he says that RBS didn’t tell him that he could pay significantly more in premiums than the sum assured. What happened In 2004, Mr G completed an applicatio... (2 pages)View decision -
Decision Reference DRN-3426631
11 Apr 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3426631 The complaint Mr G has complained about the poor service he received from Acromas Insurance Company Limited when he made a claim under his car insurance policy. What happened I’ve taken my understanding of what happened from Mr G’s initial call to this service on 3 August 2021 ... (4 pages)View decision -
Decision Reference DRN-2897316
11 Apr 2022 Bamboo Limited UpheldConsumer CreditDRN-2897316 The complaint Ms M complains about a loan given to her by Bamboo Limited. What happened In December 2014, Ms M applied for a loan of £5,000 with Bamboo. It was agreed on the basis that it would be repaid by 60 monthly instalments of approximately £216. Ms M complains that Bambo... (4 pages)View decision -
Decision Reference DRN-3193816
11 Apr 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3193816 The complaint Mr E has complained that Shawbrook Bank Limited did not pay him enough compensation to fairly settle his claim against it under section 75 of the Consumer Credit Act 1974 in relation to his purchase of some solar panels. Background Mr E bought solar panels for his... (2 pages)View decision
