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 360264 results
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Decision Reference DRN-4476880
21 Feb 2024 Bank of Scotland Plc Not upheldInvestmentsDRN-4476880 The complaint Mrs R complains that she was given unsuitable investment advice to invest in a Personal Investment Plan (PIP), by Bank of Scotland plc trading as Halifax (referred to as “Halifax”). In summary, she says the advice was unsuitable, for the following reasons: In 202... (6 pages)View decision -
Decision Reference DRN-4557887
21 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4557887 The complaint Mr M complains about how Aviva Insurance Limited (Aviva) dealt with a claim on his motor insurance. References to Aviva include other individuals and organisations acting on its behalf. What happened Mr M had motor insurance with Aviva. Another motorist drove into... (3 pages)View decision -
Decision Reference DRN-4636234
21 Feb 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4636234 The complaint Mr B complains that Moneybarn No.1 Limited (Moneybarn) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay. What happened My initial conclusions were set out in my provisional decision issued on 7 February 2024. In my provisional d... (4 pages)View decision -
Decision Reference DRN-4469618
21 Feb 2024 Everyday Lending Limited UpheldConsumer CreditDRN-4469618 The complaint Miss M and Mr T, through a representative, say Everyday Lending Limited, trading as Everyday Loans, irresponsibly lent to them. What happened Miss M and Mr T took out a joint loan for £8,900 in October 2021. The term was 60 months, the monthly repayments were £326... (3 pages)View decision -
Decision Reference DRN-4451245
21 Feb 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4451245 The complaint Mr and Mrs K have complained that Fairmead Insurance Limited declined a subsidence claim they made on their home insurance policy. Mr K has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to Fairmead includes its agents and repres... (4 pages)View decision -
Decision Reference DRN-4619223
21 Feb 2024 Commsave Credit Union Limited Not upheldConsumer CreditDRN-4619223 The complaint Miss C complains that Commsave Credit Union Limited (“Commsave”) ought not to have lent to her on two occasions as the lending was both unaffordable and irresponsible. What happened In February 2021 Miss C applied to Commsave for a loan. She borrowed £500 over a t... (4 pages)View decision -
Decision Reference DRN-4635531
21 Feb 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4635531 The complaint Ms M and Mr M are unhappy that Astrenska Insurance Limited haven’t fully settled a claim they made on their travel insurance policy. What happened Ms M and Mr M have a travel insurance policy. They were due to go on holiday with their young son and experienced sig... (3 pages)View decision -
Decision Reference DRN-4441579
21 Feb 2024 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4441579 The complaint Ms C is unhappy that a car supplied to her under a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance was of an unsatisfactory quality. What happened On 28 March 2022, Ms C was supplied with a new car through a conditional sale a... (5 pages)View decision -
Decision Reference DRN-4372514
21 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4372514 The complaint Mr and Mrs H complain that Bank of Scotland plc (trading as Halifax) made errors when they repaid their mortgage and unfairly applied an early repayment charge (ERC) of about £150. They ask that Halifax refunds the ERC and apologises for the stress caused. What ha... (2 pages)View decision -
Decision Reference DRN-4503885
21 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4503885 The complaint Mr N complains that National Westminster Bank Plc (‘NatWest’) hasn’t refunded all the money he lost when he fell victim to a scam. What happened Mr N is represented in this case but for ease I’ll refer to Mr N throughout this decision. Mr N says that his family li... (4 pages)View decision
