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-4049058
18 Aug 2023 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4049058 The complaint Mr N complains that Oplo PL Ltd, trading as Honeycomb Finance Ltd at the time, lent to him irresponsibly and without carrying out proper affordability checks. What happened In August 2018 Oplo approved a loan of £7,500 for Mr N, which was scheduled to be repaid at... (3 pages)View decision -
Decision Reference DRN-4303873
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4303873 The complaint Mr R has complained that British Gas Insurance Limited (‘British Gas’) was responsible for damage to his property following a claim under his home care policy. For the avoidance of doubt, the term ‘British Gas’ includes its contractors and agents for the purposes ... (5 pages)View decision -
Decision Reference DRN-4294553
18 Aug 2023 Morses Club PLC UpheldConsumer CreditDRN-4294553 The complaint Mrs G complains that Morses Club PLC (Morses) didn’t help or assist her when she informed it that she had become ill. She says Morses didn’t listen and instead kept trying to collect payment towards the loan. Mrs G says the loan account has now defaulted which she... (6 pages)View decision -
Decision Reference DRN-4264902
18 Aug 2023 Fairstone Financial Management Limited UpheldPensions and AnnuitiesDRN-4264902 The complaint Mrs L complains about the advice given by Fairstone Financial Management Limited (‘Fairstone’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. The crux of Mrs L’s complaint is that she believes the origin... (9 pages)View decision -
Decision Reference DRN-4307857
18 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4307857 The complaint Mr and Mrs C complain about how Inter Partner Assistance SA (“IPA”) handled their claim on their home emergency insurance. What happened Mr and Mrs C have home emergency insurance that’s underwritten by IPA. In August 2022 they made a claim after experiencing issu... (3 pages)View decision -
Decision Reference DRN-4307787
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4307787 The complaint Miss G is unhappy with the service she received from British Gas Insurance Limited, in relation to a home emergency insurance policy she held with it. What happened Miss G had a ‘homecare four’ home emergency insurance policy with British Gas. The policy provided ... (6 pages)View decision -
Decision Reference DRN-4307789
18 Aug 2023 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-4307789 The complaint Mr S is unhappy that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. trading as Telefonica Insurance UK Branch (Telefonica) declined a claim he made under his mobile phone insurance policy, for the loss of his handset. What happened Mr S is unhappy th... (5 pages)View decision -
Decision Reference DRN-4305227
18 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4305227 The complaint Mr Y complains about a buyer dispute claim he raised with PayPal (Europe) Sarl et Cie SCA (“PayPal”). What happened Mr Y complains that he purchased a pair of shoes from a third-party website, but when they arrived, they didn’t fit. Mr Y says he tried to contact t... (2 pages)View decision -
Decision Reference DRN-4305421
18 Aug 2023 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-4305421 The complaint Mr S is unhappy that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. trading as Telefonica Insurance UK Branch (Telefonica) declined a claim he made under his mobile phone insurance policy, for the loss of his handset. What happened Mr S is unhappy th... (5 pages)View decision -
Decision Reference DRN-4284725
18 Aug 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4284725 The complaint Mrs P has complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim on her pet insurance policy. What happened Mrs P took out a pet insurance policy for her dog with LV in March 2019. In 2022 Mrs P made a claim for the removal of ... (3 pages)View decision
