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-4632241
21 Feb 2024 Topaz Finance Limited UpheldMortgagesDRN-4632241 The complaint Mrs T complains that she wasn’t made aware that by entering into a payment arrangement on her Buy-To-Let (BTL) mortgage, her credit file would be affected. She said had Topaz Finance Limited trading as Siberite Mortgages (Siberite) explained the arrangement would ... (4 pages)View decision -
Decision Reference DRN-4560412
21 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4560412 The complaint Mr O has complained that Advantage Insurance Company Limited undervalued his car when he made a claim under his motor policy following the theft of his car. He also complained that Advantage made him forward documents to it more than once throughout his claim. Wha... (4 pages)View decision -
Decision Reference DRN-4555730
21 Feb 2024 Lendable Ltd UpheldConsumer CreditDRN-4555730 The complaint Mr O complains about Lendable Ltd recording a default on his credit file in relation to a personal loan account. What happened By December 2022, Mr O’s loan account had been in arrears for several months. Lendable contacted him about missed payments and the outsta... (4 pages)View decision -
Decision Reference DRN-4557887
21 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4557887 The complaint Mr M complains about how Aviva Insurance Limited (Aviva) dealt with a claim on his motor insurance. References to Aviva include other individuals and organisations acting on its behalf. What happened Mr M had motor insurance with Aviva. Another motorist drove into... (3 pages)View decision -
Decision Reference DRN-4469618
21 Feb 2024 Everyday Lending Limited UpheldConsumer CreditDRN-4469618 The complaint Miss M and Mr T, through a representative, say Everyday Lending Limited, trading as Everyday Loans, irresponsibly lent to them. What happened Miss M and Mr T took out a joint loan for £8,900 in October 2021. The term was 60 months, the monthly repayments were £326... (3 pages)View decision -
Decision Reference DRN-4451245
21 Feb 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4451245 The complaint Mr and Mrs K have complained that Fairmead Insurance Limited declined a subsidence claim they made on their home insurance policy. Mr K has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to Fairmead includes its agents and repres... (4 pages)View decision -
Decision Reference DRN-4635531
21 Feb 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4635531 The complaint Ms M and Mr M are unhappy that Astrenska Insurance Limited haven’t fully settled a claim they made on their travel insurance policy. What happened Ms M and Mr M have a travel insurance policy. They were due to go on holiday with their young son and experienced sig... (3 pages)View decision -
Decision Reference DRN-4441579
21 Feb 2024 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4441579 The complaint Ms C is unhappy that a car supplied to her under a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance was of an unsatisfactory quality. What happened On 28 March 2022, Ms C was supplied with a new car through a conditional sale a... (5 pages)View decision -
Decision Reference DRN-4503885
21 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4503885 The complaint Mr N complains that National Westminster Bank Plc (‘NatWest’) hasn’t refunded all the money he lost when he fell victim to a scam. What happened Mr N is represented in this case but for ease I’ll refer to Mr N throughout this decision. Mr N says that his family li... (4 pages)View decision -
Decision Reference DRN-4634402
21 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4634402 The complaint Mr S complains about how Barclays Bank UK PLC handled a claim he made to it. What happened The background facts of this case are well known to the parties so I will only cover these briefly here. Mr S purchased home heating fixtures from a supplier using his debit... (3 pages)View decision
