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 119592 results
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Decision Reference DRN-3827527
30 Nov 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3827527 Complaint Miss W has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Miss W with a loan for £250 in April 2021. This loan had an APR of 1,013.2% and an 18-month term. This all meant the total amount repayable of £1,028.... (4 pages)View decision -
Decision Reference DRN-3826053
29 Nov 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3826053 The complaint Mr S complains that Casualty & General Insurance Company (Europe) Ltd (CGICE) declined his pet insurance claim. My references to CGICE include its agents. What happened On 1 July 2021 Mr S’ pet insurance for his dog started, insured by CGICE. He’d taken out th... (4 pages)View decision -
Decision Reference DRN-3792774
29 Nov 2022 West Bay Insurance Plc UpheldInsuranceDRN-3792774 The complaint Miss M complains about the way West Bay Insurance Plc trading as Zenith Insurance handled a claim on her motor insurance policy. What happened Miss M’s car was damaged when another vehicle reversed into it while it was parked. Having initially contacted her broker... (2 pages)View decision -
Decision Reference DRN-3818547
29 Nov 2022 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-3818547 The complaint Miss W is unhappy with a car she acquired using a hire purchase agreement with Toyota Financial Services (UK) PLC (‘TFS’). What happened Miss W has given a detailed history of what happened and the contact between herself, TFS and the dealer involved. I want to re... (5 pages)View decision -
Decision Reference DRN-3832031
29 Nov 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3832031 The complaint Mr L 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 January 2021 Mr L took out a hire purchase agreement wit... (6 pages)View decision -
Decision Reference DRN-3832756
29 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3832756 The complaint Mr E has complained that Monzo Bank Ltd held him liable for cash which he says did not dispense. What happened In early 2022, Mr E requested £400 from a cash machine. He explained that the last note which dispensed came out skewed sideways, and the last £20 did no... (4 pages)View decision -
Decision Reference DRN-3632084
29 Nov 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3632084 The complaint Mr and Mrs O complain that Lloyds Bank General Insurance Limited (‘Lloyds’) unfairly increased their home insurance premiums over the period of cover. What happened Mr and Mrs O had a Lloyds home insurance policy, originally taken out in February 2004. In February... (3 pages)View decision -
Decision Reference DRN-3821653
29 Nov 2022 FCE Bank Plc UpheldConsumer CreditDRN-3821653 The complaint Mrs R is unhappy with how FCE Bank Plc trading as Ford Credit (‘FCE’) treated her when she asked for support due to the impacts of COVID-19. And she says FCE also recorded incorrect information on her credit file. What happened In December 2019 Mrs R entered int... (4 pages)View decision -
Decision Reference DRN-3781957
29 Nov 2022 Zurich Insurance PLC UpheldInsuranceDRN-3781957 The complaint Miss U has complained to Zurich Insurance PLC (Zurich) about claim delays under her home insurance policy. What happened Miss U contacted Zurich to make a claim following an escape of water at her home. Zurich accepted the claim. A few months later, Miss U complai... (3 pages)View decision -
Decision Reference DRN-3747352
29 Nov 2022 Wise Payments Limited UpheldBanking and PaymentsDRN-3747352 The complaint Mr C complains, on behalf of M, that Wise Payments Limited won’t reimburse transactions he didn’t make or otherwise authorise. The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points and fo... (2 pages)View decision
