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 125267 results
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Decision Reference DRN-4215671
29 Jun 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4215671 The complaint Mr S complains about Inter Partner Assistance SA (“IPA”) and the service they provided after his motorhome broke down while abroad. What happened Mr S held a Motorhome insurance policy, underwritten by a separate insurer. Included within this policy, for an additi... (4 pages)View decision -
Decision Reference DRN-4185076
28 Jun 2023 Commsave Credit Union Limited UpheldConsumer CreditDRN-4185076 The complaint Miss A complains that Commsave Credit Union Limited lent to her irresponsibly. What happened In April 2020 Miss A applied for a loan with Commsave. Commsave approved the application and gave Miss A a loan for £500. In September 2020 Miss A applied for another loan... (3 pages)View decision -
Decision Reference DRN-4018199
28 Jun 2023 Hartwell Finance Limited UpheldConsumer CreditDRN-4018199 The complaint Miss Z believes Hartwell Finance Limited acted irresponsibly by agreeing a hire purchase agreement she’d applied for. What happened In September 2019, Miss Z was supplied with a used car through a hire purchase agreement with Hartwell. She paid a £500 deposit and ... (4 pages)View decision -
Decision Reference DRN-4216645
28 Jun 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4216645 The complaint Mr B complains that Clydesdale Bank Plc (trading as Virgin Money) was irresponsible to lend to him. What happened Mr B applied for a credit card with Virgin Money on 14 July 2017 and was given the following credit limits: Date Amount July 2017 £4,300 May 2019 £8,6... (3 pages)View decision -
Decision Reference DRN-4140832
28 Jun 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4140832 The complaint Mr B complains about a defective car he bought with credit provided by BMW Financial Services (GB) Limited (“BMW FS”). What happened In May 2022 Mr B bought a car for £24,700. After paying a deposit and part-exchanging his car, the balance was financed with a hire... (3 pages)View decision -
Decision Reference DRN-4207991
28 Jun 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4207991 The complaint Mr M complains that Hasting Insurance Company Limited (Hastings) unfairly cancelled his motor insurance policy. What happened Mr M says Hastings cancelled his policy in September 2022. He says this was because there were insufficient funds in his account, which me... (3 pages)View decision -
Decision Reference DRN-4130193
28 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4130193 The complaint Miss T complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a home emergency policy. What happened Miss T contacted Aviva to send an engineer to deal with a boiler fault. The engineer visited a couple of days later and found a part needed ... (2 pages)View decision -
Decision Reference DRN-4198976
28 Jun 2023 esure Insurance Limited UpheldInsuranceDRN-4198976 The complaint Miss J complains that esure Insurance Limited have delayed in dealing with her no-fault claim which has impacted her renewal premium and caused her distress and inconvenience. What happened In February 2022 Miss J’s parked car was damaged when a third party van dr... (3 pages)View decision -
Decision Reference DRN-4215689
28 Jun 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4215689 The complaint Ms E and Mr E are unhappy that Great Lakes Insurance SE didn’t settle their claim in full and with the service they received. What happened Mr E booked a holiday for himself and Ms E in February 2022. They were due to stay at two different properties in the UK in ... (4 pages)View decision -
Decision Reference DRN-4214913
28 Jun 2023 Chevening Financial Ltd UpheldPensions and AnnuitiesDRN-4214913 The complaint Mr C complains that Chevening Financial Ltd failed to provide him with appropriate assistance in the transfer of his pension savings to a new provider. What happened Mr C’s complaint relates to the transfer of his pension savings from Virgin to Aegon. Chevening pr... (7 pages)View decision
