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-4819058
12 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4819058 The complaint Mrs C is unhappy with the charges being applied by Specialist Motor Finance Limited (‘SMF’) after they allowed her to reject a car supplied to her under a hire purchase agreement. What happened In October 2022, Mrs C was supplied with a used car through a hire pur... (3 pages)View decision -
Decision Reference DRN-4677490
12 Jun 2024 Zurich Insurance PLC UpheldInsuranceDRN-4677490 The complaint Miss Y complains Zurich Insurance PLC has unfairly declined her buildings insurance claim. All references to Zurich also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In... (2 pages)View decision -
Decision Reference DRN-4849070
12 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4849070 The complaint Mrs A complains about how Barclays Bank UK PLC dealt with a claim she made to it. What happened The parties are familiar with the background details of this complaint - so I will cover it in brief here. It reflects my informal remit. Mrs A bought flights from an ... (5 pages)View decision -
Decision Reference DRN-4837325
12 Jun 2024 Covea Insurance plc UpheldInsuranceDRN-4837325 The complaint Mr O complains that Covea Insurance plc’s offer to settle a claim on his motor insurance is unfair. What happened Mr O had a motor insurance policy with Covea. In or around August 2023, he was involved in a road accident which damaged his vehicle. He reported this... (3 pages)View decision -
Decision Reference DRN-4843836
12 Jun 2024 Fairscore Ltd UpheldConsumer CreditDRN-4843836 The complaint Miss N says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Miss N took out a loan for £5,800 over 48 months from Updraft in November 2023. There was a £174 loan fee and the monthly repayments were £187.89. The total repayable was £8,99... (3 pages)View decision -
Decision Reference DRN-4848705
12 Jun 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4848705 The complaint Mrs S complains that Vanquis bank Limited was irresponsible when it offered her a credit card account and later increased her credit limit. What happened Vanquis opened a credit card account for Mrs S in April 2020 with a credit limit of £1,000. It increased her c... (4 pages)View decision -
Decision Reference DRN-4674122
12 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4674122 The complaint Mr N complains that HSBC UK Bank Plc unfairly charged him interest and a late payment fee, and recorded adverse information against his credit file, following what they considered to be a missed payment. What happened Mr N holds a credit card with HSBC. Like most ... (3 pages)View decision -
Decision Reference DRN-4741815
12 Jun 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4741815 The complaint Miss N complains about how Evolution Insurance Company Limited (Evolution) dealt with a claim under her home emergency policy when she had problems with her boiler. References to Evolution in this decision include their agents who provide services under the policy... (5 pages)View decision -
Decision Reference DRN-4814958
12 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4814958 The complaint Mr G complains about his mortgage with Mortgage Agency Services Number Five Limited (MAS5). He doesn’t believe the mortgage is valid or that MAS5 is entitled to take payments from him, that it has acted fraudulently, and he’s unhappy with the interest rate charged... (8 pages)View decision -
Decision Reference DRN-4722895
12 Jun 2024 Nelson Insurance Company Ltd UpheldInsuranceDRN-4722895 The complaint Mr G complains that Nelson Insurance Company Ltd hasn’t offered a fair value for his car following it being written off after an accident. What happened Mr G has a private and public hire insurance policy with Nelson. In May 2023 Mr G’s car was damaged in an accid... (3 pages)View decision