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 352408 results
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Decision Reference DRN-4556204
7 Mar 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4556204 The complaint Ms F complains that Shop Direct Finance Company Limited, trading as Very, could not explain her account balance to her (which she believed should be zero), and gave her conflicting information about how it had been calculated. What happened Ms F has a catalogue sh... (2 pages)View decision -
Decision Reference DRN-4517130
7 Mar 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4517130 Complaint J, a limited company, is unhappy that Starling Bank Limited didn’t reimburse it after it fell victim to an investment scam. This complaint is brought on behalf of J by Mr T, its sole director. For simplicity’s sake, I’ve generally referred to Mr T throughout the text ... (3 pages)View decision -
Decision Reference DRN-4667624
7 Mar 2024 Black Horse Limited Not upheldConsumer CreditDRN-4667624 The complaint Miss J is complaining that Black Horse Limited (BHL) shouldn’t have lent to her – she says they were irresponsible in doing so. What happened In August 2017, Miss J took out a hire purchase agreement with BHL to finance the purchase of a vehicle. She paid a deposi... (5 pages)View decision -
Decision Reference DRN-4667384
7 Mar 2024 Skyfire Insurance Company Limited UpheldInsuranceDRN-4667384 The complaint Mrs C and Mr T complain that Skyfire Insurance Company Limited (Skyfire) declined a claim and avoided Mr T’s motor insurance policy, following an accident they had when driving abroad. I’ll refer to Mr T in my decision for ease. What happened In April 2023 Mr T wa... (5 pages)View decision -
Decision Reference DRN-4612729
7 Mar 2024 Nugenis Financial Planning Limited Not upheldInvestmentsDRN-4612729 The complaint Mrs K complains about some advice and information she received from Nugenis Financial Planning Limited (‘Nugenis’). She says that it wasn’t made clear to her that an investment she had was being used to fund a whole of life policy. She also complaints that her acc... (5 pages)View decision -
Decision Reference DRN-4661954
7 Mar 2024 Lakes Mortgages Limited Not upheldInsuranceDRN-4661954 The complaint Mr and Mrs N complain that Lakes Mortgages Limited (‘LML’) failed to ask them questions about their health and lifestyle when it completed their application for life cover. They say because certain things weren’t taken into account in their application, it would’v... (3 pages)View decision -
Decision Reference DRN-4659138
7 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4659138 The complaint Mr R complains Advantage Insurance Company Limited (Advantage) has unfairly cancelled his car insurance policy and is unfairly requiring him to pay its costs in settling a claim brought by a third party. What happened Mr R was involved in a road traffic collision ... (5 pages)View decision -
Decision Reference DRN-4562158
7 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4562158 The complaint M, a company, complains that Starling Bank Limited (“Starling”) delayed crediting a substantial payment to M’s account. M has been represented in this complaint by one of its directors, Mr M. What happened In January 2023 M was expecting a payment of more than £15... (3 pages)View decision -
Decision Reference DRN-4667538
7 Mar 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4667538 The complaint Mr F complains that American Express Services Europe Limited (AESEL) (“AmEx”) suspended then closed his credit card account. He said AmEx had fabricated some of its communications with him, and he wouldn’t pay AmEx until it reopened his account. What happened Mr F... (4 pages)View decision -
Decision Reference DRN-4599147
7 Mar 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4599147 The complaint Miss G complains that Capital One (Europe) plc was irresponsible when it offered her two credit card accounts. What happened Capital One opened a credit card account for Miss G in May 2016 and another one a year later in September 2017. The first had a limit of £2... (6 pages)View decision
