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-4610392
13 Feb 2024 Western Circle Ltd Not upheldConsumer CreditDRN-4610392 The complaint Mr M has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) didn’t carry out sufficient affordability checks before it granted loans to him. Mr M says, if Cashfloat had done better checks, it would’ve seen that he already had a significant amoun... (5 pages)View decision -
Decision Reference DRN-4600583
13 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4600583 The complaint Mr B complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money he transferred when he was threatened. What happened Mr B say that as he walked to work one evening, he was approached by two men while he was checking his banking app. The two me... (2 pages)View decision -
Decision Reference DRN-4609644
13 Feb 2024 Hiscox Insurance Company Limited UpheldInsuranceDRN-4609644 The complaint Committee members of a club I’ll refer to as “C1” complain on its behalf about Hiscox Insurance Company Limited’s decision to decline a claim under a club’s insurance policy. What happened C1 is a club that is run privately for the benefit of its members. Each yea... (3 pages)View decision -
Decision Reference DRN-4598113
13 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4598113 The complaint X is complaining that Monzo Bank Ltd are requiring them to complete a verification procedure that they’re unable to complete due to their disabilities. What happened X has an account with Monzo and there are a number of reasonable adjustments in place for the way ... (3 pages)View decision -
Decision Reference DRN-4583076
13 Feb 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4583076 The complaint Mr S complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) failed to conduct proportionate affordability checks before it lent to him. What happened A summary of Mr S’s borrowing can be found in the table below. loan... (3 pages)View decision -
Decision Reference DRN-4407187
13 Feb 2024 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-4407187 The complaint Mrs R is complaining about Marks & Spencer Financial Services Plc because she says a loan it provided shouldn’t have been given to her. She says it was unaffordable because of her existing commitments. What happened In July 2022, Mrs R took a personal loan wit... (4 pages)View decision -
Decision Reference DRN-4610938
13 Feb 2024 Travel Insurance Facilities Plc UpheldInsuranceDRN-4610938 The complaint Mr and Mrs H have complained that Travel Insurance Facilities Plc (TIF) delayed in passing on information about how a medical declaration would affect their travel insurance cover. What happened TIF were the administrators of Mr and Mrs H’s annual travel insurance... (2 pages)View decision -
Decision Reference DRN-4495496
13 Feb 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4495496 Complaint Mrs H has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says that the loan was irresponsibly lent as it was unaffordable. Background 118 118 Money provided Mrs H with a first loan for £2,500.00 in June 2023. This loan ... (3 pages)View decision -
Decision Reference DRN-4615557
13 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4615557 The complaint Mrs C has complained about Ageas Insurance Limited. She isn’t happy about the deductions made from her settlement when her car was written off after a claim under her motor insurance policy. What happened I looked at this case and provided my initial thoughts in m... (2 pages)View decision -
Decision Reference DRN-4589215
12 Feb 2024 Saga Services Limited Not upheldInsuranceDRN-4589215 The complaint Mr H complains that Saga Services Limited (“Saga”) didn’t provide him with the cheapest price when offering him a quote for a home insurance policy from their panel of insurers. He also complains they didn’t meet their commitment to fix the price of his policy for... (3 pages)View decision
