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 122405 results
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Decision Reference DRN-4166502
2 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4166502 The complaint Mrs B complains about the information given by Admiral Insurance (Gibraltar) Limited when she called to claim on her motor insurance policy. What happened Mrs B’s car was damaged in an accident with a third party, so she called Admiral to report the accident. As A... (3 pages)View decision -
Decision Reference DRN-4166296
2 Jun 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4166296 The complaint Ms L complains about a decision by Ikano Bank Ab (publ), who I’ll call “Ikano”, not to uphold a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued my provisional decision on this complaint in May of this ... (3 pages)View decision -
Decision Reference DRN-4081616
2 Jun 2023 Black Horse Limited UpheldConsumer CreditDRN-4081616 The complaint Miss G complains that Black Horse Limited, who I’ll call “Black Horse”, failed to credit a payment to her account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reaso... (2 pages)View decision -
Decision Reference DRN-4081267
2 Jun 2023 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4081267 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank made errors when applying a hold to his loan account. What happened Both parties are aware of the background of this complaint, so I won’t go into it in detail again here. In summary, Mr M asked ... (6 pages)View decision -
Decision Reference DRN-3948852
2 Jun 2023 Fortrade Limited UpheldInvestmentsDRN-3948852 The complaint Mrs M, as the executor of the estate of Mr M, complains on behalf of the estate that Fortrade Limited wrongly allowed Mr M to trade Contracts for Differences (“CFDs”) through the execution only account it opened for him. What happened In December 2017 Mr M applied... (6 pages)View decision -
Decision Reference DRN-4161466
2 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4161466 The complaint Mr E complains that his bank Lloyds Bank PLC (“Lloyds”) has refused to refund the money he has lost following him falling victim to a scam. What happened In my provisional decision sent in April 2023 I said: ‘It has not been disputed that Mr E has fallen victim to... (3 pages)View decision -
Decision Reference DRN-4153919
2 Jun 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4153919 The complaint Miss L complains Evergreen Finance Limited London trading as MoneyBoat.co.uk (MoneyBoat) harassed her after she told MoneyBoat she was having problems repaying the loan as well having personal problems. What happened Although this is not an unaffordable lending co... (6 pages)View decision -
Decision Reference DRN-4141127
2 Jun 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4141127 The complaint Mr G complains about the information given by Hastings Insurance Services Limited when he called to claim on his motor insurance policy. What happened Mr G’s car was hit in the rear, so he called Hastings to report the accident. Hastings took down the details of t... (3 pages)View decision -
Decision Reference DRN-4166270
2 Jun 2023 Allianz Global Corporate & Specialty SE UpheldInsuranceDRN-4166270 The complaint Ms C and Mr D have complained about Allianz Global Corporate & Specialty SE’s (Allianz) decision to decline a claim they made on their Housing Warranty Insurance Policy. What happened There have been several businesses and individuals involved in the complaint... (9 pages)View decision -
Decision Reference DRN-4162263
2 Jun 2023 Morses Club PLC UpheldConsumer CreditDRN-4162263 The complaint Miss S complains Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. Miss S also says she made the agent aware of her mental health issues and this wasn’t noted on Morses’ system. What happened Miss S was advan... (6 pages)View decision
