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 125399 results
-
Decision Reference DRN-4226017
1 Sep 2023 Morses Club PLC UpheldConsumer CreditDRN-4226017 The complaint Miss C complains that Morses Club PLC lent to her irresponsibly and without carrying out proper affordability checks. What happened Between April 2016 and October 2017 Morses Club approved five loans for Miss C. However, the dispute about the first four loans has ... (3 pages)View decision -
Decision Reference DRN-4293724
1 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4293724 The complaint Ms G complains about how U K Insurance Limited trading as Privilege (“UKI”) handled her claim on her home insurance policy following a fire at her property. What happened Ms G had home insurance that was underwritten by UKI. In March 2022 there was a fire at her p... (3 pages)View decision -
Decision Reference DRN-4311124
1 Sep 2023 Bank of Scotland Plc UpheldMortgagesDRN-4311124 The complaint Mr S complains that Bank of Scotland plc trading as Birmingham Midshires (BM) didn’t collect payments on his buy to let mortgages, leading to them going into arrears. What happened Mr S has several buy to let mortgages with BM, and has done for many years. In 2022... (5 pages)View decision -
Decision Reference DRN-4293103
1 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4293103 The complaint Mrs L complains about U K Insurance Limited (“Direct Line”) for declining cover for her pet dog’s health condition. She wants Direct Line to accept the claim and reimburse the vet fees she has had to pay. What happened Mrs L owned a pet springer spaniel (“A”) from... (4 pages)View decision -
Decision Reference DRN-4120907
1 Sep 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4120907 The complaint Mr S complains about the quality of car supplied to him under a hire purchase agreement (“agreement”) with Blue Motor Finance Ltd (“BMF”). What happened In July 2022 Mr S was supplied with a used car costing £8,795 under an agreement with BMF. The car was acquired... (3 pages)View decision -
Decision Reference DRN-4309970
1 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4309970 The complaint Mr H complains that Bank of Scotland plc (trading as Halifax) have not amended his credit file correctly following fraud on his credit card accounts. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here.... (3 pages)View decision -
Decision Reference DRN-4329295
1 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4329295 The complaint Mr and Mrs W think their claim for storm damage under their home insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”) was unfairly declined. They were also unhappy with the general level of customer service provided. What happened Mr and Mrs W ... (3 pages)View decision -
Decision Reference DRN-4277198
1 Sep 2023 AWP P&C SA UpheldInsuranceDRN-4277198 The complaint Miss S and Mr T are unhappy AWP P&C SA turned down a claim they made on their travel insurance policy. What happened Miss S and Mr T have travel insurance with AWP. In July 2021 they booked a honeymoon cruise to the Caribbean departing in February 2023. In Nov... (3 pages)View decision -
Decision Reference DRN-4329533
1 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4329533 The complaint Mr T complains that it wasn’t made clear to him by Monzo Bank Ltd (“Monzo”) when he agreed a flex repayment plan that this may affect his ability to increase his overdraft limit. This resulted in him being unable to pay essential bills. What happened Mr T held a f... (3 pages)View decision -
Decision Reference DRN-4153784
1 Sep 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4153784 The complaint Ms B complains about the quality of a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited (“Startline”). What happened In April 2022, Ms B took out a hire purchase agreement with Startline for a car. The car was just under thre... (4 pages)View decision
