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 355536 results
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Decision Reference DRN-4956072
30 Aug 2024 U K Insurance Limited Not upheldInsuranceDRN-4956072 The complaint Mrs T complains UK Insurance Limited trading as Direct Line (UKI) unfairly accepted liability after a claim was made on her motor insurance policy. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the int... (3 pages)View decision -
Decision Reference DRN-4647187
30 Aug 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4647187 The complaint Mr M complains that PayPal (Europe) Sarl et Cie SCA has not met its obligations in regard to a payment towards flights. What happened In February 2022 Mr M wanted to fly to Moscow so he paid £95 to a travel arranger for it to book him ont... (3 pages)View decision -
Decision Reference DRN-4993238
30 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4993238 The complaint Miss M is being represented by solicitors. She’s complaining about Bank of Scotland plc trading as Halifax because she says it lent irresponsibly by allowing her to retain an overdraft facility that she used extensively over a prolonged period and resulted in h... (3 pages)View decision -
Decision Reference DRN-4877300
30 Aug 2024 esure Insurance Limited Not upheldInsuranceDRN-4877300 The complaint Mr L has complained about esure Insurance Limited. He isn’t happy that it offered a cash-in- lieu payment following a claim under his motor insurance policy and the way it dealt with his claim. What happened Mr L has had a representative advance this complaint... (4 pages)View decision -
Decision Reference DRN-4993226
30 Aug 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4993226 The complaint Miss A has complained about her let property insurer Ocaso SA, Compania de Seguros y Reaseguros regarding a delay to repairing her let flat when a second leak was found. What happened There was a leak found at Miss A’s flat in late 2021. Once the leak was fixe... (4 pages)View decision -
Decision Reference DRN-4818546
30 Aug 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4818546 Complaint Miss S complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In March 2021, S... (3 pages)View decision -
Decision Reference DRN-4982924
30 Aug 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4982924 Complaint Miss H complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional- sale agreement with her. She’s said the agreement was unaffordable for her. Background In December 2018, Moneybarn provided Miss H with finance for a used car. The cash pri... (3 pages)View decision -
Decision Reference DRN-4967222
30 Aug 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-4967222 Complaint Mr M has complained about a personal loan Chetwood Financial Limited (trading as “Better Borrow”) provided to him. He says the loan was unaffordable and shouldn’t have been provided to him. Background Better Borrow provided Mr M with a loan for £7,000.00 in May 20... (3 pages)View decision -
Decision Reference DRN-4993186
30 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4993186 The complaint Mr T is complaining about Lloyds Bank PLC because it didn’t acknowledge or respond to his requests for information within an appropriate timeframe. What happened On 8 December 2023, Mr T wrote to Lloyds with a Data Subject Access Request (DSAR) requesting the i... (2 pages)View decision -
Decision Reference DRN-4959976
30 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-4959976 The complaint Mr M complains about the transfer of his personal pension – a SIPP (“self-invested personal pension”) with Hargreaves Lansdown Asset Management Limited (“Hargreaves”) to the European Financial Planning Group Diamond Personal Pension Plan (“EFPG plan”), a Qualif... (14 pages)View decision
