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 122183 results
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Decision Reference DRN-4051414
23 May 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4051414 The complaint Mr B complains about the quality of a car he acquired under a hire purchase agreement with Blue Motor Finance Ltd (BMF). When I refer to what Mr B has said, and BMF have said, it should also be taken to include things said on their behalf. What happened In Novembe... (5 pages)View decision -
Decision Reference DRN-4066199
23 May 2023 Buffa Loans Ltd UpheldConsumer CreditDRN-4066199 The complaint Mr J complains through a representative that Buffa Loans Ltd (Buffa) gave him loans without carrying out proportionate affordability checks. What happened Mr J took two loans from Buffa, and I’ve outlined a summary of his borrowing below. loan number loan amount a... (5 pages)View decision -
Decision Reference DRN-4144304
23 May 2023 QIC Europe Ltd UpheldInsuranceDRN-4144304 The complaint Mr and Mrs R complain that their home insurer, QIC Europe Ltd, unfairly declined their claim for storm damage to their home. They want QIC to pay their claim. References to QIC include its agents. I have just referred to Mr R in this decision. What happened I set ... (6 pages)View decision -
Decision Reference DRN-4116813
23 May 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4116813 The complaint Mr M complains that ReAssure Limited (ReAssure) mismanaged his contributions into his personal pension. And that it still hasn’t corrected its mistakes. He wants his personal pension to be put back into the correct financial position. And compensation for the stre... (5 pages)View decision -
Decision Reference DRN-3953351
23 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3953351 The complaint Mr R complains that Casualty & General Insurance Company (Europe) Ltd unfairly turned down his pet insurance claim. What happened In September 2022 Mr R’s dog was chasing a ball when he suddenly yelped and stopped. The dog held his back leg off the ground and ... (4 pages)View decision -
Decision Reference DRN-4141934
23 May 2023 First Response Finance Ltd UpheldConsumer CreditDRN-4141934 The complaint Mr A complains that a car he acquired through a Hire Purchase Agreement (HPA) with First Response Finance Limited (FRF) wasn’t fit for purpose. He would like to reject the car or to split the cost of the repair with FRF paying 80% of the repair cost and Mr A the r... (4 pages)View decision -
Decision Reference DRN-4087617
23 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4087617 The complaint Ms L is unhappy that despite Lloyds Bank PLC (“Lloyds”) knowing about her financial difficulties and vulnerabilities it failed to take any action or support her regarding the repayment of her overdraft for two years. Ms L is also unhappy with the default recorded ... (3 pages)View decision -
Decision Reference DRN-4115420
23 May 2023 Bank of Scotland Plc UpheldMortgagesDRN-4115420 The complaint Ms M has complained that, after a Covid-19 payment deferral ended on her mortgage, Bank of Scotland Plc trading as Birmingham Midshires (and referred to here as BM) increased her monthly payments substantially and put her account into arrears. BM has now agreed to... (3 pages)View decision -
Decision Reference DRN-4145143
23 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-4145143 The complaint Mr I complains about the settlement offered by Ageas Insurance Limited on a subsidence claim on his property insurance policy. Reference to Ageas includes its agents. What happened Mr I held a property insurance policy with Ageas. Mr I purchased the property knowi... (4 pages)View decision -
Decision Reference DRN-4132219
23 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4132219 The complaint A company that I’ll refer to as J has complained that Great Lakes Insurance SE unfairly declined their motor fleet insurance claim. Mr P, a director of J, has brought the complaint on J’s behalf. Great Lakes is the insurer of this policy. Part of this complaint co... (3 pages)View decision
