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-4286647
14 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4286647 The complaint Mr and Mrs W have complained about their property insurer Aviva Insurance Limited because it declined their claim for storm damage to the roof of their home. What happened Mr and Mrs W were at home on 26 April 2022 when they heard a loud noise, they investigated o... (3 pages)View decision -
Decision Reference DRN-4255791
14 Aug 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4255791 Complaint Mr B has complained about a personal loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loan was unaffordable and was therefore irresponsibly lent to him. Background 118 118 Money provided Mr B with a loan for £2,000.00 in May 2021. T... (3 pages)View decision -
Decision Reference DRN-4164180
14 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4164180 Complaint Mr D has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. He says that proportionate checks would have shown that he shouldn’t have been provided with the loan in the first place. Background L2G provided Mr D with a loan of £2,000.00 ... (4 pages)View decision -
Decision Reference DRN-4134038
14 Aug 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4134038 Complaint Mr A has complained about a guarantor loan Everyday Lending Limited (trading as “Trust Two”) provided to him. He says the loan was unaffordable. Background Trust Two provided Mr A with a guarantor loan for £3,500.00 in February 2020. This loan had an APR of 61.8% and ... (3 pages)View decision -
Decision Reference DRN-4172229
11 Aug 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4172229 The complaint Mr H complains that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance (“Novuna”), declined his claim about a defective hot tub under section 75 of the Consumer Credit Act 1974. What happened In late 2020 Mr H bought a hot tub from a third party (“th... (5 pages)View decision -
Decision Reference DRN-4115412
11 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4115412 The complaint Mr J complains about the settlement that Advantage Insurance Company Limited offered when he made a claim on his motor insurance policy following the theft of his car. What happened Mr J’s car was stolen, and he made a claim on his policy. Advantage offered him £... (2 pages)View decision -
Decision Reference DRN-4198630
11 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4198630 The complaint Mr H, as sole Lasting Power of Attorney (LPA) for Mr C, complains that Nationwide Building Society refused to re-instate an overdraft on Mr C’s account that Mr H had removed in error. Mr H says Mr C’s account was registered at Mr H’s address and despite a request ... (3 pages)View decision -
Decision Reference DRN-4295645
11 Aug 2023 Acasta European Insurance Company Limited UpheldInsuranceDRN-4295645 The complaint Miss M and Mr S complain about Acasta European Insurance Company Limited’s offer to settle a claim made under their furniture warranty. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. In Marc... (6 pages)View decision -
Decision Reference DRN-4237173
11 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4237173 The complaint Mrs B and Mr B complain that Inter Partner Assistance SA (IPA) unfairly refused to provide a full payment for losses suffered. And which they said they were told they were covered for under their travel insurance policy. For ease of reading I will only refer to Mr... (3 pages)View decision -
Decision Reference DRN-4251265
11 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4251265 The complaint Miss A complains that Barclays Bank UK PLC trading as Barclaycard failed to engage with her when she tried to advise it of her change of address. She further complains that when she asked for her account to be closed Barclays failed to notify her of a balance due ... (3 pages)View decision
