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 121115 results
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Decision Reference DRN-4540708
10 Jan 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4540708 The complaint Mr S complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) failed to conduct proportionate affordability checks prior to lending to him. What happened A summary of Mr S’s borrowing can be found in the tab... (6 pages)View decision -
Decision Reference DRN-4539927
10 Jan 2024 Gain Credit LLC UpheldConsumer CreditDRN-4539927 The complaint Mr E complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) allowed him to take out loans which he couldn’t afford to repay. What happened A summary of Mr E’s borrowing can be found in the table below. loan number loan amount agreement date re... (5 pages)View decision -
Decision Reference DRN-4532421
10 Jan 2024 Arval UK Limited UpheldConsumer CreditDRN-4532421 The complaint Mr A has complained about the quality of a car he is hiring from Arval UK Limited. What happened In October 2020, Mr A entered into a hire agreement with Arval, for a new car. This was for an initial minimum period of 36 months, and would then roll over. In March ... (3 pages)View decision -
Decision Reference DRN-4534111
10 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4534111 The complaint Mr W complains that Admiral Insurance (Gibraltar) Limited (Admiral) provided misinformation and paid too little when settling a total loss claim under his commercial motor insurance policy. What happened In March 2023 Mr W’s vehicle was severely damaged having rol... (3 pages)View decision -
Decision Reference DRN-4544690
10 Jan 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4544690 The complaint Miss C complains that the car she acquired through a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. She wants the costs of repairs to be paid for. What happened Miss C entered into a hire purchase agreement with Startl... (5 pages)View decision -
Decision Reference DRN-4447430
10 Jan 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4447430 The complaint Mr I has complained about AA Underwriting Insurance Company Limited. He isn’t happy that it proportionately settled his motor insurance claim. For ease of reading any reference to AA Underwriting includes its agents. What happened Mr I took out a motor insurance p... (2 pages)View decision -
Decision Reference DRN-4474978
10 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4474978 The complaint Mr J has complained that NewDay Ltd acted irresponsibly when it increased the credit limits on two credit cards he held with it in 2016. Background Mr J had two NewDay credit cards, one ‘Marbles’ card and one ‘Aqua’ card in 2016. The limit on the Marbles card incr... (3 pages)View decision -
Decision Reference DRN-4447895
10 Jan 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4447895 The complaint Mr H has complained about the quality of a car he acquired under a hire purchase agreement with Creation Consumer Finance Limited. Mr H has been represented but, to keep things simple, I’ll refer to Mr H throughout. What happened The circumstances of the complaint... (4 pages)View decision -
Decision Reference DRN-4548558
10 Jan 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4548558 The complaint Miss W complains that Nationwide Building Society (Nationwide) input the wrong change of address data resulting in correspondence being sent to the wrong address. She would like more compensation than the £!50 Nationwide has offered. What happened The details of ... (2 pages)View decision -
Decision Reference DRN-4520073
10 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4520073 The complaint Miss M complains about the handling of a claim under her motor insurance policy with esure Insurance Limited (esure). References to esure in this decision include their agents. What happened In August 2022 Miss M’s vehicle was hit by another vehicle while parked a... (3 pages)View decision
