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
-
Decision Reference DRN-4343766
8 Feb 2024 Capital Home Loans Limited Not upheldMortgagesDRN-4343766 The complaint Mrs H complains that Capital Home Loans Limited (CHL) didn’t treat her fairly in dealing with arrears on her buy to let mortgage. She says it refused to agree to an arrangement to repay. And then it sold her property at auction for less than it was worth, disregar... (3 pages)View decision -
Decision Reference DRN-4603120
8 Feb 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4603120 The complaint Mr B complains about the quality of a car supplied to him by Specialist Motor Finance Limited (“SMF”). What happened Mr B acquired a used car under a hire purchase agreement with SMF in July 2022. The car cost £9,495. Under the agreement, Mr B was required to make... (7 pages)View decision -
Decision Reference DRN-4362654
8 Feb 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4362654 The complaint Ms D is unhappy with the way Oodle Financial Services Limited (Oodle) handled the termination of her finance agreement. And she is unhappy with the amount of money Oodle asked her to pay. What happened In March 2022, Ms D entered into a hire purchase agreement wit... (3 pages)View decision -
Decision Reference DRN-4526899
8 Feb 2024 Unum Ltd Not upheldInsuranceDRN-4526899 The complaint Ms M is unhappy that Unum Limited declined a claim made on a group income protection insurance policy. What happened Ms M had the benefit of a group income protection policy (‘the policy’), which can pay out a percentage of her salary after she’d been off work for... (3 pages)View decision -
Decision Reference DRN-4609199
8 Feb 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4609199 The complaint Mrs T complains about how Fairmead Insurance Limited (Fairmead), handled a claim under her home insurance policy for damage at her property caused by an escape of water. Any reference to Fairmead in this decision includes their agents. This complaint covers issues... (5 pages)View decision -
Decision Reference DRN-4353719
8 Feb 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4353719 The complaint Mr S complains that American Express Services Europe Limited (AESEL) hasn’t provided him with the service it should have in response to the concern he raised about the anniversary date of his credit card. What happened Mr S contacted AESEL through its chat facilit... (3 pages)View decision -
Decision Reference DRN-4577178
8 Feb 2024 Santander UK Plc Not upheldMortgagesDRN-4577178 The complaint Mrs G and Mr M complain that Santander UK Plc discriminated against Mrs G in how it handled their application for a mortgage. What happened Mrs G and Mr M applied for a mortgage with Santander in June 2022. They’d already got a mortgage with another lender, and as... (6 pages)View decision -
Decision Reference DRN-4597498
8 Feb 2024 M & G Securities Limited Not upheldInvestmentsDRN-4597498 The complaint Mrs G complains that funds she transferred to M & G Securities Limited (referred to as “M&G” or “the business”) are missing and that it hasn’t provided any paperwork since 2021. What happened Mrs G had an ISA with M&G which she transferred to a differe... (2 pages)View decision -
Decision Reference DRN-4441159
8 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4441159 The complaint Mr B complains that Monzo Bank Limited (Monzo) won’t refund the money he lost as a result of a scam. Mr B has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to Mr ... (7 pages)View decision -
Decision Reference DRN-4566183
8 Feb 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4566183 The complaint Miss R and Mr W complain about the way Inter Partner Assistance SA (IPA) has handled a medical expenses claim they made on a travel insurance policy. As Miss R brought the complaint to us, for ease, I’ve referred mainly to her. What happened Miss R was abroad with... (3 pages)View decision
