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 128312 results
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Decision Reference DRN-5274403
10 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5274403 The complaint Mr O complains about the settlement that Admiral Insurance (Gibraltar) Limited offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr O’s car was damaged in an accident, and he made a claim on his polic... (3 pages)View decision -
Decision Reference DRN-5024541
10 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5024541 The complaint Mr Q complains that Toyota Financial Services (UK) Plc (“TFS”) supplied him with a faulty car. Mr Q says as TFS hasn’t been able to repair the car, he wants to reject it. What happened Mr Q entered into a hire purchase agreement with TFS for the supply of a ca... (4 pages)View decision -
Decision Reference DRN-5299326
10 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5299326 The complaint Mr E and Miss R complain that Shawbrook Bank Limited (the “Lender”) failed to accept its liability for the mis-selling of timeshares it had financed the purchase of in November 2016 and August 2017. They also complain the Lender irresponsibly granted them loans... (16 pages)View decision -
Decision Reference DRN-5111262
10 Feb 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5111262 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with Go Car Credit Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint in November 2024. I described what had happened in the ... (6 pages)View decision -
Decision Reference DRN-4999073
10 Feb 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4999073 The complaint Miss K complains about PayPal’s (Europe) Sarl et Cie SCA (“PayPal”) decision to lend to her. What happened I sent Miss K and PayPal my provisional findings on this complaint on 8 January 2025. A copy of that decision is attached and forms part of this final dec... (9 pages)View decision -
Decision Reference DRN-4878726
10 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-4878726 The complaint Miss C complains that MotoNovo Finance Limited (“MotoNovo”) supplied her with a car that wasn’t of satisfactory quality. What happened In July 2023, Miss C acquired a used car using a hire purchase agreement with MotoNovo. The car was over six years old, the c... (7 pages)View decision -
Decision Reference DRN-5028003
10 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5028003 The complaint Mr H complains Advantage Insurance Company Limited (Advantage) declined the claim he made under his home insurance policy. What happened The events of this complaint are well known to both parties and so I’ve summarised events. In June 2023 Mr H’s property was ... (4 pages)View decision -
Decision Reference DRN-5273969
10 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5273969 The complaint Miss A complains about AXA Insurance UK Plc (“AXA”) and the service she’s received following the claim she made on her home insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chr... (4 pages)View decision -
Decision Reference DRN-5309074
10 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5309074 The complaint Mrs J complains that Barclays Bank Limited is reporting a debt on her credit file that it shouldn’t be reporting. Mrs J says this error has meant she hasn’t been offered more favourable mortgage rates. What happened Mrs J had an overdraft facility with Barclay... (3 pages)View decision -
Decision Reference DRN-5193449
9 Feb 2025 Integra Insurance Solutions Limited UpheldInsuranceDRN-5193449 The complaint Mr H complains about the way Integra Insurance Solutions Limited (“Integra”) handled a claim he made under his home insurance policy, following a fire. Any reference to Integra in this decision includes its appointed agents and representatives. What happened In... (4 pages)View decision