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-4024061
19 May 2023 Stagemount Limited UpheldConsumer CreditDRN-4024061 The complaint Mr P complains through a representative that Stagemount Limited trading as Quidmarket (Quidmarket) failed to carry out proportionate checks before it advanced him two loans. What happened Mr P took two loans from Quidmarket, and I’ve outlined a summary of his borr... (5 pages)View decision -
Decision Reference DRN-3771551
19 May 2023 Gain Credit LLC UpheldConsumer CreditDRN-3771551 The complaint Mr W, through his representative, complains that Gain Credit LLC, trading as Drafty, lent to him when he could not afford it. What happened This was not a loan. Drafty offered a credit facility which commenced with a limit being determined and then the customer wa... (4 pages)View decision -
Decision Reference DRN-4141055
19 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4141055 The complaint Mr G complained about the poor level of service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened Mr G raised a complaint to British Gas for numerous failed appointments from British Gas engineers in 2019... (3 pages)View decision -
Decision Reference DRN-4132914
18 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4132914 The complaint Mr H has complained about the service provided by British Gas Insurance Limited (’British Gas’) under his home care policy following a boiler break-down. What happened In December 2022, the boiler at Mr H’s home failed and he was left without heating and hot water... (3 pages)View decision -
Decision Reference DRN-4121824
18 May 2023 Covea Insurance plc UpheldInsuranceDRN-4121824 The complaint Mr and Mrs D have complained about the cash settlement offered by Covea Insurance plc (‘Covea’) under their home insurance policy following a claim for storm damage. For the avoidance of doubt, the term ‘Covea’ includes its agents and contractors in this decision ... (4 pages)View decision -
Decision Reference DRN-4118983
18 May 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4118983 The complaint Miss C complains that Clydesdale Bank Plc trading as Virgin Money lent to her irresponsibly. What happened In July 2021 Miss C applied for a credit card with Virgin Money, Virgin Money approved the application and gave Miss C a credit card with an initial credit l... (3 pages)View decision -
Decision Reference DRN-4112327
18 May 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4112327 The complaint Mr M complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance lent to him irresponsibly. What happened Mr M’s complaint is about a loan provided by Novuna. The loan was advanced in July 2022 and was for £10,000 repayable by 48 monthly repayme... (3 pages)View decision -
Decision Reference DRN-3941031
18 May 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3941031 The complaint Ms M complains American Express Services Europe Limited (AESEL) (“Amex”) has not treated her fairly when she sought a refund of money she’d paid on her Amex card towards a property investing course. What happened When I was passed this case to review I considered ... (4 pages)View decision -
Decision Reference DRN-4104740
18 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4104740 The complaint Mr S is unhappy that British Gas Insurance Limited won’t pay his claim for a solar thermal element under his BG HomeCare policy. What happened Mr S contacted BG as there was a fault and his water wasn’t heating up. Mr S said there was a delay of several months aft... (3 pages)View decision -
Decision Reference DRN-4140826
18 May 2023 Aston Lark Employee Benefits Limited UpheldInsuranceDRN-4140826 The complaint Mrs H complained that Aston Lark Employee Benefits Limited didn’t pass her medical history through to the insurer when setting up her policy. What happened Mrs H took out a new private medical insurance policy through Aston Lark Employee Benefits Limited in Novemb... (2 pages)View decision
