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 125400 results
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Decision Reference DRN-4788357
9 May 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4788357 The complaint Mrs B complains that Loans 2 Go Limited (L2G) lent to her irresponsibly. What happened From April 2019, Mrs B took out a series of four loans from L2G. The remaining balance on each one was repaid and topped up with additional money with the next one, so that by t... (4 pages)View decision -
Decision Reference DRN-4788343
9 May 2024 British Gas Insurance Limited UpheldInsuranceDRN-4788343 The complaint Mr A complains that British Gas Insurance Limited didn’t locate a leak when he called them out and as a result, the ceiling in the flat below collapsed. What happened Mr A held a home emergency policy with British Gas to cover his flat which was rented out. In No... (3 pages)View decision -
Decision Reference DRN-4752119
9 May 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-4752119 The complaint Mrs L complains that Bank of Scotland plc trading as Halifax was irresponsible in its lending to her. Mrs L is represented by a family member but for ease of reference I have referred to Mrs L throughout this decision. What happened Mrs L was provided with a £6,00... (3 pages)View decision -
Decision Reference DRN-4788247
9 May 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4788247 The complaint Mr M complained that his motor policy with Haven Insurance Company Limited (“Haven”) was unfairly cancelled for excess mileage. What happened Haven cancelled Mr M’s motor policy when he didn’t pay an outstanding balance that Haven was expecting. It said he exceede... (2 pages)View decision -
Decision Reference DRN-4787984
9 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4787984 The complaint Mrs T, who is represented by a third party, is unhappy with how TSB Bank plc (‘TSB’) handled a claim she made to them. What happened Mrs T booked a stay at a hotel I shall call ‘G’, for a ‘Murder Mystery’ event on 11 and 12 March 2023. The booking was made via an ... (4 pages)View decision -
Decision Reference DRN-4731409
9 May 2024 Coventry Building Society UpheldBanking and PaymentsDRN-4731409 The complaint Mr and Mrs G complained about the wording of an Individual Savings Account (ISA) declaration form used by Coventry Building Society (Coventry); how they dealt with a subsequent complaint, and how they spoke to Mr G by telephone. I have just referred to Mr G in thi... (5 pages)View decision -
Decision Reference DRN-4687197
9 May 2024 West Bay Insurance Plc UpheldInsuranceDRN-4687197 The complaint Mr M complains that West Bay Insurance Plc has unfairly valued his car following a claim under his motor insurance policy. What happened Mr M held a motor trade policy with West Bay. In August 2023 his car was stolen and not recovered so he made a claim under this... (3 pages)View decision -
Decision Reference DRN-4787888
9 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4787888 The complaint Miss B is complaining that Specialist Motor Finance Limited (SMF) shouldn’t have lent to her – she says they were irresponsible in doing so. What happened In June 2020, Miss B took out a hire purchase agreement with SMF to finance the purchase of a vehicle. She pa... (4 pages)View decision -
Decision Reference DRN-4755897
9 May 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4755897 The complaint Miss F has complained that Madison CF UK Limited trading as 118 118 Money (“Madison”) gave her a loan that she couldn’t afford to repay. What happened Miss F was granted one loan for £3,000 on 15 February 2022. Miss F was due to make 36 monthly repayments of £142.... (4 pages)View decision -
Decision Reference DRN-4690072
9 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4690072 The complaint Mr A is unhappy that HSBC UK Bank Plc allowed an energy company to reinstate a direct debit after he had cancelled it with HSBC. What happened Mr A has severe mental difficulties and is classed as a vulnerable customer. Mr A called HSBC and asked them to cancel a ... (4 pages)View decision
