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 128535 results
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Decision Reference DRN-4284108
22 Aug 2023 The Shepherds Friendly Society Limited UpheldInsuranceDRN-4284108 The complaint Mr A complained that The Shepherds Friendly Society Limited trading as Shepherds Friendly declined to meet an income protection claim and then cancelled his policy. What happened The background to this complaint is well known to the parties so I won’t set it out i... (3 pages)View decision -
Decision Reference DRN-4313924
22 Aug 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-4313924 The complaint Mr L has complained that Oakbrook Finance Limited (trading as Likely Loans) are holding him liable for a loan which he says was taken out fraudulently in his name. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. ... (4 pages)View decision -
Decision Reference DRN-4244363
22 Aug 2023 Carfinance247 Limited UpheldConsumer CreditDRN-4244363 The complaint Ms S complains that Carfinance 247 Limited did not pay her £200 she was owed as part of a promotion. What happened In May 2022 Ms S bought a car with finance provided by Carfinance 247. She says she applied for the finance by visiting a third party retailer’s webs... (3 pages)View decision -
Decision Reference DRN-4312756
22 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4312756 The complaint Mr R complains about the way AXA Insurance UK Plc handled a claim under his home emergency policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised what’s happened. Mr R has a home emergency policy which is unde... (3 pages)View decision -
Decision Reference DRN-4231049
22 Aug 2023 QIC Europe Ltd UpheldInsuranceDRN-4231049 The complaint Mr A and Ms C complain about QIC Europe Ltd’s handling of their home insurance claim. Mr A and Ms C are joint policy holders. As most of the communication relating to the complaint has been from Ms C, I’ll refer mainly to her in my decision. QIC is the underwriter... (5 pages)View decision -
Decision Reference DRN-4310618
22 Aug 2023 Erudio Student Loans Limited UpheldConsumer CreditDRN-4310618 The complaint Mr J has complained that Erudio Student Loans Limited defaulted his accounts after writing to the wrong address. What happened Mr J had student loans with Erudio. He deferred repayment each year, as his income didn’t meet the threshold to begin making payments. Er... (5 pages)View decision -
Decision Reference DRN-4260650
22 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4260650 The complaint Mr R, a sole trader, complains that PayPal (Europe) Sarl et Cie SCA (PayPal) unfairly decided his transaction isn’t eligible for a refund under PayPal’s Seller Protection Policy (“SPP”). What happened In September 2022, Mr R’s customer raised a chargeback as they ... (3 pages)View decision -
Decision Reference DRN-4155371
22 Aug 2023 Arval UK Limited UpheldConsumer CreditDRN-4155371 The complaint Mr T is unhappy that a car supplied to him under a hire agreement with Arval UK Limited was of an unsatisfactory quality. What happened In June 2020, Mr T was supplied with a new car through a hire agreement with Arval. The agreement was for 48 months, with monthl... (5 pages)View decision -
Decision Reference DRN-4202318
22 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4202318 The complaint Mr S has complained that Monzo Bank Ltd (“Monzo”) did not process his chargeback request correctly. What happened Mr S paid £200.11 to an overseas merchant on 1 February 2022. However, as Mr S had not received the service he’d paid for, Mr S contacted the merchant... (3 pages)View decision -
Decision Reference DRN-4311968
22 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4311968 The complaint Mrs W and Mr W complain about Admiral Insurance (Gibraltar) Limited (“Admiral”) for seeking to change the basis and sum of settlement after a cash settlement had been agreed. They want Admiral to honour the settlement they accepted and to pay compensation for thei... (2 pages)View decision