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-4535638
2 Feb 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4535638 The complaint Miss S complains about the service she received from Capital One (Europe) plc in relation to her persistent debt repayment plans. What happened Miss S entered into a persistent debt repayment plan in January 2021. Capital One said this was to support her in bringi... (5 pages)View decision -
Decision Reference DRN-4319456
2 Feb 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4319456 The complaint Miss P complains that Advantage Finance Ltd (Advantage) unfairly agreed to a loan that she couldn’t afford. What happened In August 2018 Miss P acquired a car when she entered into a Hire Purchase agreement with Advantage. The cash price of the car was £6,295 with... (4 pages)View decision -
Decision Reference DRN-4592954
2 Feb 2024 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-4592954 The complaint Mr S complains that The Royal London Mutual Insurance Society Limited (‘Royal London’) hasn’t helped when he wanted to surrender his Individual Saving Account (‘ISA’). He says it asked to verify his identity and he has supplied documentation that did this. But Roy... (2 pages)View decision -
Decision Reference DRN-4597528
2 Feb 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4597528 The complaint Mrs S complains Creation Consumer Finance Limited irresponsibly lent her a loan. She also complains they didn’t help her when she was in financial difficulties. What happened I issued a provisional decision setting out what’d happened, and what I thought about tha... (5 pages)View decision -
Decision Reference DRN-4483038
2 Feb 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4483038 The complaint Miss C has complained Telefonica UK Limited, trading as O2, opened a fraudulent account in her name and delayed removing adverse information from her credit file. What happened Miss C received a letter from O2, dated 26 January 2023, welcoming her as a customer, e... (2 pages)View decision -
Decision Reference DRN-4581759
2 Feb 2024 Unum Ltd Not upheldInsuranceDRN-4581759 The complaint Mr M complains about Unum Ltd’s decision to decline a claim he made under his critical illness policy. What happened The details of this complaint are well known to both parties, so I’ll give just a brief summary here. In January 2023, Mr M was diagnosed with pros... (3 pages)View decision -
Decision Reference DRN-4421184
2 Feb 2024 Skyfire Insurance Company Limited UpheldInsuranceDRN-4421184 The complaint Mr G has complained about the way Skyfire Insurance Company Limited handled his claim under his motor policy following an accident. What happened Mr G was involved in an accident on 18 May 2022. He bought his car privately on 6 March 2020. It came with a private r... (4 pages)View decision -
Decision Reference DRN-4547120
2 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4547120 The complaint Mr B complains about the service he received from U K Insurance Limited trading as Direct Line (“UKI”) after another driver claimed his vehicle was involved in an accident. What happened In mid-2023, UKI informed Mr B that a third-party driver had claimed his vehi... (3 pages)View decision -
Decision Reference DRN-4548477
2 Feb 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4548477 The complaint Mr L complains that when he made a claim on his landlord protection insurance Royal & Sun Alliance Insurance Limited (“RSA”) didn’t pay the amount claimed under the rent protection cover. Where I refer to RSA, this includes its agents and claims handlers actin... (2 pages)View decision -
Decision Reference DRN-4511835
2 Feb 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4511835 The complaint Mr L complains that, following a house fire, HDI Global Speciality SE (HDI) delayed handling his claim and voided his policy. Mr L had buildings and contents insurance underwritten by HDI. His loss assessor handled the complaint but, for ease of reading, I’ll only... (4 pages)View decision
