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-4196871
17 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4196871 The complaint Mr M complains that the loan he had from Loans 2 Go Limited was unaffordable. What happened Mr M had one loan from Loans 2 Go on 9 August 2022, which is still outstanding, as outlined below: Loan Date Amount Term Fortnightly Repayment Due 1 9 Aug 2022 £1,500 96w £... (3 pages)View decision -
Decision Reference DRN-4151446
17 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4151446 The complaint Mr R complains U K Insurance Limited has handled his property insurance claim poorly. For simplicity I’ve referred to UKI’s agents’ and contractors’ actions as being its own. What happened In January 2021 Mr R made a claim against his UKI insurance policy when his... (3 pages)View decision -
Decision Reference DRN-4195345
17 Aug 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4195345 The complaint Mrs H complains about the way Lloyds Bank General Insurance Limited has dealt with a claim she made under her home insurance policy. Reference to Lloyds includes its agents and representatives. What I’ve decided – and why I’ve considered all the available evidence... (2 pages)View decision -
Decision Reference DRN-4296934
17 Aug 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4296934 The complaint Mr S has complained that Mulsanne Insurance Company Limited failed to authorise the repairs to his car under his motor insurance policy following an accident. What happened Mr S was involved in an accident on 7 January 2023 which he reported. He chose to have his ... (3 pages)View decision -
Decision Reference DRN-4273088
17 Aug 2023 Chetwood Financial Limited UpheldConsumer CreditDRN-4273088 The complaint Mr C complains that Chetwood Financial Limited was irresponsible to lend to him. What happened Mr C had three loans from Chetwood between February 2020 and March 2022 as follows: Loan Date Amount Term Monthly Repayment Due Repaid 1 19 Feb 2020 £3,000 24m £145.62 1... (4 pages)View decision -
Decision Reference DRN-4306746
17 Aug 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4306746 The complaint Miss T complains that Marks & Spencer Financial Services Plc (M&S) lent to her irresponsibly and didn’t support her in financial difficulty. What happened Miss T had a credit card from M&S since 2013. The limit was originally £1,500. Limit increases we... (5 pages)View decision -
Decision Reference DRN-4306763
17 Aug 2023 Legal & General Partnership Services Limited UpheldInvestmentsDRN-4306763 The complaint Ms J says Legal & General Partnership Services Limited (L&G) mis-sold her term assurance (life) and income protection insurance policies. What happened In 2015, L&G advised Ms J to take out life insurance and income protection policies. The life insura... (6 pages)View decision -
Decision Reference DRN-4306698
17 Aug 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4306698 The complaint Mr A complains that The Royal Bank of Scotland Plc (“RBS”) has failed to refund £10,200 he lost to a safe account scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will provide a b... (3 pages)View decision -
Decision Reference DRN-4236095
17 Aug 2023 Building Block Insurance PCC Ltd UpheldInsuranceDRN-4236095 The complaint Mr B complains that Building Block Insurance PCC Ltd didn’t provide assistance in line with the terms of his roadside assistance insurance when his car broke down. Where I refer to Building Block Insurance PCC Ltd this includes its claims handlers and agents actin... (2 pages)View decision -
Decision Reference DRN-4302958
17 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4302958 The complaint Ms P has complained that Advantage Insurance Company Limited (‘AIC’) has delayed in repairing her lease vehicle. What happened Ms P bought a motor insurance policy, underwritten by AIC, to insure her leased vehicle. In August 2022, the vehicle was involved in a ro... (4 pages)View decision
