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 121877 results
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Decision Reference DRN-3802321
19 Dec 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3802321 The complaint Ms E complains about Royal & Sun Alliance Insurance Limited (RSA) and their decision to initially decline her claim, before providing her with a settlement offer that she feels is unsatisfactory. What happened Ms E held a home insurance policy that was underwr... (4 pages)View decision -
Decision Reference DRN-3862528
19 Dec 2022 Bamboo Limited UpheldConsumer CreditDRN-3862528 Complaint Miss T has complained about loans Bamboo Limited (“Bamboo”) provided to her. She says the loans were unaffordable. Background Bamboo provided Miss T with an initial loan for £1,000.00 in August 2019. This loan had an APR of 49.7% and a term of 12 months. This meant th... (3 pages)View decision -
Decision Reference DRN-3648763
19 Dec 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3648763 Complaint Mr J has complained about a guarantor loan Everyday Lending Limited (trading as “Trust Two”) provided to him. He says the loan was unaffordable. Background Trust Two provided Mr J with a guarantor loan for £6,700.00 in September 2018. This loan had an APR of 49.5% and... (3 pages)View decision -
Decision Reference DRN-3864730
18 Dec 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3864730 The complaint Mr M complains that Great Lakes Insurance SE (“Great Lakes”) unfairly declined a claim made under his gadget insurance policy and terminated his cover. What happened Mr M took out gadget insurance online with Great Lakes. When his laptop got damaged he made a clai... (2 pages)View decision -
Decision Reference DRN-3821258
17 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3821258 The complaint Mrs B complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined to settle her claim on her motor insurance policy after her car was stolen. What happened Whilst Mrs B was in the process of unloading her shopping from her car it was stolen from th... (3 pages)View decision -
Decision Reference DRN-3837430
16 Dec 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3837430 The complaint Mr D complains about charges applied at the end of his hire agreement with Mercedes-Benz Financial Services UK Limited, trading as Mercedes Benz Finance (“Mercedes”). What happened In June 2019 Mr D took out a hire agreement for a new van. The agreement was to las... (7 pages)View decision -
Decision Reference DRN-3804387
16 Dec 2022 Chetwood Financial Limited UpheldConsumer CreditDRN-3804387 The complaint Mr A complains that Chetwood Financial Limited (trading as BetterBorrow) is holding him liable for a loan in his name which he says he did not consent to. Mr A has a representative in this matter. What happened The circumstances of this complaint are well known to... (3 pages)View decision -
Decision Reference DRN-3752214
16 Dec 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3752214 The complaint Mrs D complains that Clydesdale Bank Plc trading as Virgin Money is holding her liable to repay money it debited to her credit card account after leading her to believe a chargeback claim had been resolved in her favour. What happened Mrs D had a dispute with a me... (2 pages)View decision -
Decision Reference DRN-3818258
16 Dec 2022 Zuto Limited UpheldConsumer CreditDRN-3818258 The complaint Miss P complains that Zuto Limited (“Zuto”) wrongly released funds for a car hire purchase agreement before she went for a test drive, and when she had asked them not to release the funds until she had decided she wanted the car. What happened Miss P was looking t... (3 pages)View decision -
Decision Reference DRN-3683860
16 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3683860 The complaint Miss I is unhappy that Monzo Bank Ltd won’t refund a transaction she didn’t make. What happened On 21 January 2022, Miss I was contacted by someone pretending to be from Lloyds’ fraud team. They said her account was being compromised. When Miss I said there wasn’... (2 pages)View decision
