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 130193 results
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Decision Reference DRN-4956878
11 Sep 2024 Erudio Student Loans Limited UpheldConsumer CreditDRN-4956878 The complaint Mr R complains that Erudio Student Loans Limited (Erudio) unfairly refused to defer his student loans. What happened Mr R had mortgage-style student loans which Erudio bought from the original lender. Mr R says that he has deferred repayment of his student loan... (4 pages)View decision -
Decision Reference DRN-4759258
11 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4759258 The complaint Miss D has complained about the way in which Revolut Ltd handled some transactions she didn’t authorise. What happened In November 2023, Miss D’s phone was stolen and used to make £375 of bank transfers. She reported this to Revolut, and they initially held Mis... (2 pages)View decision -
Decision Reference DRN-4992725
11 Sep 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4992725 The complaint Miss H has complained that Frasers Group Financial Services Limited trading as Studio (“Studio”) acted irresponsibly when it provided her with a credit facility in May 2019. Background Miss H opened an account with Studio in May 2019. The initial limited on the... (3 pages)View decision -
Decision Reference DRN-4989355
11 Sep 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4989355 The complaint Mr G has complained about the handling of a claim made under his appliance insurance policy with Domestic & General Insurance Plc. What happened Mr G contacted D & G on 29 February 2024, as his television set had developed a fault. D & G ordered som... (3 pages)View decision -
Decision Reference DRN-5015287
11 Sep 2024 Tesco Underwriting Limited UpheldInsuranceDRN-5015287 The complaint Mr S is unhappy with the service provided by Tesco Underwriting Limited (TUI) following a claim he made on his car insurance policy. What happened Mr S took out a car insurance policy with TUI in July 2023. In October 2023 Mr S contacted TUI to make a claim. M... (4 pages)View decision -
Decision Reference DRN-4960418
11 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4960418 The complaint Ms R complains about a claim she made to Lloyds Bank PLC. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Ms R bought a 6 month health training and coac... (7 pages)View decision -
Decision Reference DRN-4844327
11 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4844327 The complaint Miss B is unhappy with the service provided by Advantage Insurance Company Limited (Advantage) when reporting a claim under her car insurance policy. What happened Miss B called Advantage to make a claim for damage to her car on 24 August 2023. Miss B was refe... (3 pages)View decision -
Decision Reference DRN-4881933
11 Sep 2024 Go Car Credit Limited UpheldConsumer CreditDRN-4881933 The complaint Mr W says Go Car Credit Limited (‘Go Car’), irresponsibly lent to him. He says that due to a lack of affordability and creditworthiness assessments, Go Car failed to establish that the agreement was suitable for him. And this resulted in the relationship being ... (5 pages)View decision -
Decision Reference DRN-5010069
11 Sep 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-5010069 The complaint Ms S complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) gave her loans which were unaffordable for her. What happened Ms S was granted eight loans and a summary of her borrowing can be found below. loan number loan amount agre... (5 pages)View decision -
Decision Reference DRN-4985950
11 Sep 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4985950 The complaint Mr T and Miss W’s complaint is about Great Lakes Insurance SE not settling their travel insurance claim in full. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on the reasons fo... (2 pages)View decision