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 121876 results
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Decision Reference DRN-4121832
14 Jul 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4121832 The complaint Mr T complains that Marsh Finance Ltd (“Marsh”) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In July 2020 Mr T acquired a used car financed by a hire purchase agreement from Marsh. Mr T was required to make 47 mont... (3 pages)View decision -
Decision Reference DRN-4170863
14 Jul 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4170863 The complaint Mr H complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral), handled a claim under his motor insurance policy. Any reference to Admiral in this decision includes their agents. What happened On 26 November 2022 Mr H’s vehicle suffered dama... (3 pages)View decision -
Decision Reference DRN-4212609
14 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4212609 The complaint Mrs Z complained that NewDay Ltd lent to her irresponsibly. What happened In February 2021 Mrs Z applied for a Fluid credit card account. NewDay approved the application and gave Mrs Z a card with an initial credit limit of £600. The credit limit was increased to ... (3 pages)View decision -
Decision Reference DRN-4239014
14 Jul 2023 Euroins AD UpheldInsuranceDRN-4239014 The complaint Mr J and Mrs O complain that Euroins AD hasn’t paid a cancellation claim on a travel insurance policy and it that didn’t respond to them at all. As Mr J brought the complaint to us, for ease, I’ve referred mainly to him. What happened In June 2021, Mr J booked a h... (3 pages)View decision -
Decision Reference DRN-4069391
14 Jul 2023 OneSavings Bank Plc UpheldMortgagesDRN-4069391 The complaint Mr J complains that he wasn’t able to contact OneSavings Bank Plc trading as Kent Reliance, when his existing mortgage deal was coming to an end. He wanted to remortgage, and was worried as rates were continually increasing, but Kent wouldn’t get in touch. What ha... (3 pages)View decision -
Decision Reference DRN-4243316
14 Jul 2023 Valour Finance Limited UpheldConsumer CreditDRN-4243316 The complaint Mr M complains Valour Finance Limited trading as Savvy.co.uk (“Valour”) provided him with a loan without carrying out appropriate affordability checks. Mr M says that had it asked to see his bank statements Valour would’ve discovered that he was spending all his i... (6 pages)View decision -
Decision Reference DRN-4242837
14 Jul 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4242837 The complaint Mr B, through a representative, says Everyday Lending Limited (ELL), trading as Everyday Loans, irresponsibly lent to him. What happened Mr B took out three instalment loans from ELL. A summary of his borrowing follows. loan taken out value, £ term in months month... (3 pages)View decision -
Decision Reference DRN-4239456
14 Jul 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4239456 The complaint Mr M has complained about Lloyds Bank General Insurance Limited’s (Lloyds’) offer to settle a claim he made on his home insurance policy for a stolen Rolex watch. What happened On 23 June 2023, I issued a provisional decision which explained why I was intending to... (4 pages)View decision -
Decision Reference DRN-4050619
14 Jul 2023 The Salvation Army General Insurance Corporation Ltd UpheldInsuranceDRN-4050619 The complaint F, a limited company, is unhappy The Salvation Army General Insurance Corporation Ltd (SAGIC) voided its commercial combined policy meaning a claim made relating to a fire wasn’t paid. What happened F has a commercial combined policy with SAGIC with a commencement... (4 pages)View decision -
Decision Reference DRN-4245831
13 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4245831 The complaint Mr P is unhappy that Barclays Bank UK PLC didn’t cancel his direct debits and respond to requests for information he made about his Barclays account. What happened In March 2021, Mr P wrote to Barclays, having recently been incarcerated, and asked for all direct d... (2 pages)View decision
