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 125400 results
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Decision Reference DRN-4156814
22 Aug 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4156814 The complaint Mr K complains about the amount of refund he received from Marsh Finance Ltd following the rejection of a car acquired under a hire purchase agreement. What happened In October 2021 Mr K was supplied with a car and entered into a hire purchase agreement with MF. I... (2 pages)View decision -
Decision Reference DRN-4131564
22 Aug 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4131564 The complaint Miss M complains that a car acquired with finance from MI Vehicle Finance Limited wasn’t of satisfactory quality. What happened In June 2022 Miss M was supplied with a car and entered into a hire purchase agreement with MI. Miss M experienced an issue with the spo... (3 pages)View decision -
Decision Reference DRN-4087341
22 Aug 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4087341 The complaint Miss W complains that TSB Bank plc (TSB) blocked a payment from her account. What happened On 14 December 2022, at 18.02, Miss W tried to make an online payment for £2,864 to a builder who had completed work for her. TSB stopped the payment and blocked her account... (3 pages)View decision -
Decision Reference DRN-4099006
22 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4099006 The complaint Mrs G and Mrs P (the representatives) complain on behalf of Mrs R that Lloyds Bank PLC (Lloyds) won’t refund the money she lost when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all a... (4 pages)View decision -
Decision Reference DRN-4147706
22 Aug 2023 QBE UK Limited UpheldInsuranceDRN-4147706 The complaint Mr H complains that QBE UK Limited mishandled his claim on his minibus insurance policy. What happened The subject matter of the claim and the complaint is a minibus, first registered in 2012. By September 2021, Mr H had acquired the minibus for his business as a ... (4 pages)View decision -
Decision Reference DRN-4238224
22 Aug 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4238224 The complaint Mr and Mrs P complain that Red Sands Insurance Company (Europe) Limited settled their claim against their travel insurance policy on a proportionate basis. Reference to Red Sands includes its agents. What happened The details of this complaint are well known to bo... (4 pages)View decision -
Decision Reference DRN-4284108
22 Aug 2023 The Shepherds Friendly Society Limited UpheldInsuranceDRN-4284108 The complaint Mr A complained that The Shepherds Friendly Society Limited trading as Shepherds Friendly declined to meet an income protection claim and then cancelled his policy. What happened The background to this complaint is well known to the parties so I won’t set it out i... (3 pages)View decision -
Decision Reference DRN-4313924
22 Aug 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-4313924 The complaint Mr L has complained that Oakbrook Finance Limited (trading as Likely Loans) are holding him liable for a loan which he says was taken out fraudulently in his name. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. ... (4 pages)View decision -
Decision Reference DRN-4244363
22 Aug 2023 Carfinance247 Limited UpheldConsumer CreditDRN-4244363 The complaint Ms S complains that Carfinance 247 Limited did not pay her £200 she was owed as part of a promotion. What happened In May 2022 Ms S bought a car with finance provided by Carfinance 247. She says she applied for the finance by visiting a third party retailer’s webs... (3 pages)View decision -
Decision Reference DRN-4312756
22 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4312756 The complaint Mr R complains about the way AXA Insurance UK Plc handled a claim under his home emergency policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised what’s happened. Mr R has a home emergency policy which is unde... (3 pages)View decision
