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-4348191
13 Sep 2023 TJM Cars Ltd UpheldConsumer CreditDRN-4348191 The complaint Mr P is unhappy with a processing fee charged by TJM Cars Ltd trading as Discover Car Leasing (‘TJM’). What happened In February 2022 Mr P paid TJM a £280 ‘processing fee’ as a broker when he ordered a car. It appears Mr P later intended to enter into a Personal C... (4 pages)View decision -
Decision Reference DRN-4184910
13 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4184910 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports coupe car, first registered in November 2009. Mr M had the car insured on a comp... (3 pages)View decision -
Decision Reference DRN-4073278
13 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4073278 The complaint Mr C complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened Toward the end of 2012, Mr C was approach... (41 pages)View decision -
Decision Reference DRN-4237277
13 Sep 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4237277 The complaint Mr L complains that Sainsbury's Bank Plc declined his claim under section 75 of the Consumer Credit Act 1974 in regard to a car he had paid for using his Sainsbury's Bank credit card. What happened In December 2021, Mr L bought a used car. He paid a £500... (4 pages)View decision -
Decision Reference DRN-4344364
13 Sep 2023 Euroins AD UpheldInsuranceDRN-4344364 The complaint Mrs H has complained about the way Euroins AD (Euroins) dealt with and settled her claim. What happened Mrs H had a travel insurance policy, underwritten by Euroins. She travelled abroad but had to cut her trip short due to the death of a close family member. Mrs ... (2 pages)View decision -
Decision Reference DRN-4348188
13 Sep 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4348188 The complaint Mr C complains Lantern Debt Recovery Services Ltd didn’t carry out due diligence when purchasing his debt from another company. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant eleme... (4 pages)View decision -
Decision Reference DRN-4346945
13 Sep 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4346945 The complaint Mrs E complains that Zopa Bank Limited irresponsibly lent to her. What happened In February 2021 Mrs E entered into an unsecured fixed sum loan agreement with Zopa. Under this agreement Mrs E borrowed the sum of £12,000 to be paid back over a period of 60 months. ... (3 pages)View decision -
Decision Reference DRN-4196648
13 Sep 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4196648 The complaint Mr R is unhappy with a car he acquired under a hire purchase agreement provided by BMW Financial Services(GB) Limited trading as Alphera Financial Services (‘BMWFS’). What happened In November 2021 Mr R entered into a hire purchase agreement with BMWFS in order t... (7 pages)View decision -
Decision Reference DRN-4309224
13 Sep 2023 Santander UK Plc UpheldConsumer CreditDRN-4309224 The complaint Miss Z complains that Santander UK Plc was irresponsible in its lending to her. What happened Miss Z was provided with a £15,000 loan by Santander in August 2018. The loan was repayable over 60 months with monthly repayments of around £356. Miss Z says that when t... (3 pages)View decision -
Decision Reference DRN-4337752
13 Sep 2023 Zurich Insurance PLC UpheldInsuranceDRN-4337752 The complaint Mr and Mrs C’s complaint is about a claim they made on their Zurich Insurance PLC (Zurich) travel insurance policy. Mr and Mrs C say that Zurich treated them unfairly by declining their claim after prolonged delays. What happened Mr and Mrs C took out a travel ins... (3 pages)View decision
