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 356013 results
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Decision Reference DRN-4924322
5 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4924322 The complaint Mr P complains Bank of Scotland plc (BoS) hasn’t assisted him in providing information and answering questions he has about accounts linked to him. What happened Below is a summary: In 2021, Mr P received a letter from the bank to say it had located an account ... (2 pages)View decision -
Decision Reference DRN-4939785
5 Sep 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4939785 The complaint Mr W complains about the quality of a car supplied to him by Oodle Financial Services Limited (“Oodle”) What happened Mr W acquired a car under a 60 month hire purchase agreement with Oodle in March 2024. The car cost around £5,495. Under the agreement, Mr W wa... (4 pages)View decision -
Decision Reference DRN-4697193
5 Sep 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4697193 The complaint Mr R complains about the quality of a car he had been financing through an agreement with CA AUTO FINANCE UK LTD (“CA”). What happened In June 2023 Mr R took receipt of a used car that he financed through an agreement with CA. The car was seven years old and ha... (2 pages)View decision -
Decision Reference DRN-5001780
5 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5001780 The complaint Mr and Mrs A have complained about the way AXA Insurance UK Plc has handled their claim under their home insurance policy. Mr and Mrs A are represented by Mr P. What happened There was a leak from a pipe under the floor of the kitchen/diner in Mr and Mrs A’s ... (8 pages)View decision -
Decision Reference DRN-4917206
5 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4917206 The complaint Mr J complains about the way UK Insurance Limited trading as Privilege (“UKI”) handled a claim he made on his motor insurance policy. What happened In summer 2023, whilst Mr J was driving his car, he was involved in a collision with a third party (TP). Mr J say... (3 pages)View decision -
Decision Reference DRN-4766063
5 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4766063 The complaint Mr S complains on behalf of Mrs J about the service received from Lloyds Bank PLC (“Lloyds”) when her online banking was suspended following a number of large transfers from her account. In particular, they are unhappy that this occurred despite notifying Lloyd... (4 pages)View decision -
Decision Reference DRN-4977478
5 Sep 2024 Stagemount Limited Not upheldConsumer CreditDRN-4977478 The complaint Mr J complains that Stagemount Limited trading as Quid Market (Quidmarket) lent to him irresponsibly. He says it did not carry out good enough checks before approving the loan. What happened Mr J took one loan from Quidmarket on 3 April 2024. It was for £400 re... (2 pages)View decision -
Decision Reference DRN-4918119
5 Sep 2024 Go Car Credit Limited UpheldConsumer CreditDRN-4918119 The complaint Ms L complains that Go Car Credit Limited (“Go Car”) didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement. What happened In December 2019, Go Car provided Ms L with finance for a used car which had a retail p... (4 pages)View decision -
Decision Reference DRN-4947298
5 Sep 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4947298 The complaint Mrs G has complained that Legal and General Assurance Society Limited (L&G) failed to contact her during the term of her life assurance policy. What happened Mrs G and Mr G took out life assurance policies through a third party in 2004. This complaint conce... (2 pages)View decision -
Decision Reference DRN-3439331
5 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3439331 The complaint Mr M complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to ... (47 pages)View decision
