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 122405 results
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Decision Reference DRN-4015694
13 Mar 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4015694 The complaint Mrs P is unhappy with the decision made by Helvetia Global Solutions Ltd (Helvetia) following a claim for accidental damage to her sofa. What happened I set out the background to Mrs P’s complaint in the provisional decision I issued on 9 February 2023, but I’ll s... (4 pages)View decision -
Decision Reference DRN-3878717
13 Mar 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-3878717 The complaint Mrs S and Mr S are unhappy with the decision by Hiscox Insurance Company Limited (Hiscox) following a claim on their home insurance policy. Mrs S and Mr S are both parties to this complaint. Mrs S and Mr S’ broker has also been involved with contacting Hiscox duri... (7 pages)View decision -
Decision Reference DRN-4000364
13 Mar 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4000364 Complaint Ms J has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Ms J with a loan for £500 in March 2021. This loan had an APR of 1,013.2% and an 18-month term. This all meant the total amount repayable of £2,057.04, ... (4 pages)View decision -
Decision Reference DRN-4000108
13 Mar 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4000108 Complaint Mr S says Madison CF UK Limited (trading as “118 118 Money”) irresponsibly lent to him. He’s said the loans he was provided with were unaffordable and it would have been clear why if his bank statements had been requested. Background This complaint is about two loans ... (4 pages)View decision -
Decision Reference DRN-3990192
13 Mar 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3990192 Complaint Mr M has complained about loans Loans 2 Go Limited (“L2G”) provided to him. He says the loans were unaffordable. Background L2G provided Mr M with three loans for £1,000.00 in October 2020, February 2021 and May 2021. All of the loans had an APR of 1,013.2% and 18-mon... (3 pages)View decision -
Decision Reference DRN-3986404
13 Mar 2023 JN Bank UK Ltd UpheldConsumer CreditDRN-3986404 Complaint Mrs G has complained about a loan JN Bank UK Ltd (trading as “JN Bank”) provided to her. She says the loan was unaffordable as she already had a high level of existing debt and therefore it shouldn’t have been provided to her. Background JN Bank provided Mrs G with a ... (3 pages)View decision -
Decision Reference DRN-3787358
12 Mar 2023 West Bay Insurance Plc UpheldInsuranceDRN-3787358 The complaint Mr P has complained that West Bay Insurance Plc (trading as Zenith Insurance) (West Bay) has rejected his claim for dental treatment for his dog. What happened Mr P’s pet dog, who I’ll refer to as “B”, was insured by West Bay. On 19 September 2021, B sustained an ... (3 pages)View decision -
Decision Reference DRN-4013925
11 Mar 2023 KGM Underwriting Services Limited UpheldInsuranceDRN-4013925 The complaint Mrs K is unhappy with KGM Underwriting Services Limited’s handling of a claim she made on her motor insurance policy. What happened Mrs K made a claim on her policy when her campervan was involved in an accident. She says KGM asked her to obtain an estimate for th... (5 pages)View decision -
Decision Reference DRN-4016513
10 Mar 2023 Zurich Insurance PLC UpheldInsuranceDRN-4016513 The complaint Mr and Mrs O complain about the way Zurich Insurance PLC (“Zurich”) has handled their subsidence claim. What happened In August 2021 Mr and Mrs O made a claim under their buildings insurance policy with Zurich, when their property started to suffer from damage cau... (2 pages)View decision -
Decision Reference DRN-3839100
10 Mar 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3839100 The complaint Mr T complains about the quality of a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (“Alphera”). What happened In July 2021 Mr T took out a hire purchase agreement with ... (4 pages)View decision
