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 120327 results
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Decision Reference DRN-3761605
1 Dec 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3761605 The complaint Mrs F complains that HSBC UK Bank Plc (‘HSBC Bank’) irresponsibly gave her credit that she couldn’t afford. What happened On 15 September 2020 Mrs F took out a loan for £18,000, a term of 72 months and an initial payment of £302.41 followed by 71 monthly payments ... (3 pages)View decision -
Decision Reference DRN-3747924
1 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3747924 The complaint Mr and Mrs B complain about QIC Europe Ltd have unfairly declined their Buildings Insurance claim. All references to QIC also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN-3641678
1 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3641678 The complaint Mr C complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened Mr C lives abroad but was looking to invest some of the savings he held in the UK and so asked an associate of his to look for possible investments ... (4 pages)View decision -
Decision Reference DRN-3834165
1 Dec 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3834165 Complaint Ms W has complained about a guarantor loan Everyday Lending Limited (trading as “George Banco”.com) provided to her. She says the loan was unaffordable, would like the interest to be removed and for her dad to be released from his obligations as her guarantor. Backgro... (7 pages)View decision -
Decision Reference DRN-3748072
1 Dec 2022 Amtrust Europe Limited UpheldInsuranceDRN-3748072 The complaint Ms C complains Amtrust Europe Limited treated her unfairly after she made a claim under her home emergency cover. What happened Ms C had a Bradford and Bingley branded home insurance policy. The policy included various different types of cover, which are underwrit... (4 pages)View decision -
Decision Reference DRN-3833026
1 Dec 2022 Morses Club PLC UpheldConsumer CreditDRN-3833026 The complaint Miss J, through a representative complains that Morses Club PLC (Morses) didn’t carry out sufficient affordability checks before it granted her loans. What happened Miss J was advanced three home collected loans between November 2017 and May 2019. I’ve included so... (5 pages)View decision -
Decision Reference DRN-3828422
1 Dec 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3828422 The complaint Ms S has complained that she is unhappy with the quality of a car she acquired in September 2021 using a hire purchase agreement with Blue Motor Finance Ltd (“Blue Motor”). What happened Ms S acquired a used Nissan Qashqai in September 2021, using a hire purchase ... (5 pages)View decision -
Decision Reference DRN-3821314
30 Nov 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3821314 The complaint Mr and Mrs I complain about Santander UK Plc placing restrictions on their account following an information request. What happened Mr I says he received a telephone call from someone purporting to be from Santander asking him for personal information. He says he w... (3 pages)View decision -
Decision Reference DRN-3833441
30 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3833441 The complaint Mr A says Aviva Insurance Limited gave him misleading advice about uninsured expenses after he made a claim on his motor insurance policy. What happened After a non-fault accident, Mr A’s car had to be assessed to determine whether it was a total loss. A hire car ... (3 pages)View decision -
Decision Reference DRN-3830465
30 Nov 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3830465 The complaint Mrs R has complained that AA Underwriting Insurance Company Limited (AA UW) have refused to pay her claim under her motor insurance policy following the theft of her vehicle. Mrs R is represented by Mr R. What happened Mrs R bought a car in 2019 on finance for abo... (5 pages)View decision
