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 353101 results
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Decision Reference DRN-4597814
13 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4597814 The complaint Mrs W and Mr W complain about Royal & Sun Alliance Insurance Limited’s (“RSA”) decision to carry out a repair in order to settle their claim under their home insurance policy. Mr W has acted as the main representative during the claim and complaint process. So... (3 pages)View decision -
Decision Reference DRN-4676208
13 Mar 2024 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-4676208 The complaint Ms B is unhappy with the customer service she received from CIGNA Life Insurance Company of Europe SA-NV trading as Cigna Healthcare. What happened Ms B is unhappy with the overall customer service she received from CIGNA including being given incorrect informatio... (3 pages)View decision -
Decision Reference DRN-4676135
13 Mar 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4676135 The complaint Mr M has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim he’d made under section 75 (s75) of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account section 140A (s... (13 pages)View decision -
Decision Reference DRN-4469834
13 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4469834 The complaint Mrs T complains that Mitsubishi HC Capital UK plc, trading as Novuna Personal Finance, won’t refund to her the money that she paid for a trial membership of a holiday club. She’s being represented in her complaint by a legal adviser. What happened Mrs T and her hu... (4 pages)View decision -
Decision Reference DRN-4600308
13 Mar 2024 Pure Commercial Finance Limited UpheldMortgagesDRN-4600308 The complaint Mr W has complained about the service he received from Pure Commercial Finance Limited trading as Pure Property Finance when he wanted to apply for a secured loan on his property. What happened On 4 March 2022 Mr W made an online enquiry with Pure. He said he was ... (3 pages)View decision -
Decision Reference DRN-4583127
13 Mar 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4583127 The complaint Mr D complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (who I’ll call MotoNovo). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’l... (3 pages)View decision -
Decision Reference DRN-4536052
13 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4536052 The complaint Mr T complains that Santander UK Plc hasn’t refunded him after he fell victim to an investment scam. What happened The background to this complaint is well-known to both parties, and I’ve discussed my findings with Santander and Mr T already. I won’t then go into ... (4 pages)View decision -
Decision Reference DRN-4615124
13 Mar 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4615124 The complaint Mr W complains that Vacation Finance Limited won’t refund to him the money that he paid for a lifestyle concierge membership. He’s being represented in his complaint by a claims management company. What happened Mr W’s wife says that she and Mr W had bought holida... (5 pages)View decision -
Decision Reference DRN-4284557
13 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4284557 The complaint Mr and Mrs K complain that Santander hasn’t refunded money they lost when they paid a company to carry out home improvement work, which they now believe was an Authorised Push Payment scam (APP Scam). What happened Mr and Mrs K hold a current account with Santande... (4 pages)View decision -
Decision Reference DRN-3990760
13 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3990760 The complaint A company I’ll call A complains that Lloyds Bank PLC (Lloyds) blocked and closed its accounts without prior notice and without explaining why. A is represented by its director, Mr C. What happened On 14 February 2022, Lloyds blocked A’s accounts, meaning A couldn’... (4 pages)View decision
