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 125363 results
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Decision Reference DRN-3889859
15 Mar 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-3889859 The complaint Mr Q complains about the quality of a car he has been financing through an agreement with N.I.I.B. Group Limited, trading as Northridge Finance, (who I’ll call “Northridge”). What happened Mr Q took receipt of a used car in March 2020. He financed the deal through... (3 pages)View decision -
Decision Reference DRN-4003836
15 Mar 2023 Unum Ltd UpheldInsuranceDRN-4003836 The complaint Mrs M is unhappy with Unum Ltd’s decision to decline a claim she made under an income protection policy. What happened Mrs M had a group income protection policy through her employer. The policy had a deferred period of 26 weeks. After this point the policy said t... (5 pages)View decision -
Decision Reference DRN-3347029
15 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3347029 The complaint Mr B and Miss M, who are the partners in M, complain that HSBC UK Bank Plc closed M’s bank account. What happened M had an account with HSBC. In January 2020, HSBC contacted the partners of M, saying it needed them to update and confirm their business details. One... (4 pages)View decision -
Decision Reference DRN-3991838
15 Mar 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3991838 The complaint Mr and Ms B say Bank of Scotland plc, trading as Halifax, did not follow Ms B’s instructions to cancel a cheque. What happened Ms B gave a cheque for £1,250 to the vendor of a property she was buying on 31 August 2022. It was for fixtures and fittings she was buyi... (2 pages)View decision -
Decision Reference DRN-3921818
15 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-3921818 The complaint Mr D complains about how Aviva Insurance Limited (“Aviva”) communicated with him and made decisions on liability when he made a claim under his motor insurance policy. What happened Mr D had a motor insurance policy with Aviva covering his car. He was involved in ... (3 pages)View decision -
Decision Reference DRN-4008896
15 Mar 2023 TM Advances Limited UpheldConsumer CreditDRN-4008896 The complaint Miss E says TM Advances Limited irresponsibly lent to her. What happened Miss E took out a 40-month instalment loan from TM Advances on in May 2021. It was for £3,000 and the monthly repayments were £249. The total repayable was £9,960. Miss E now has a debt manag... (3 pages)View decision -
Decision Reference DRN-3933447
15 Mar 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3933447 The complaint Mr B has complained that Advantage Insurance Company Limited cancelled his policy without a proper investigation and that it was unreasonable for them to do so in the circumstances. What happened The details of this complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-4024978
15 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4024978 The complaint Mr and Mrs D complained that AA Underwriting Insurance Company Limited (“AA”) failed to manage the repairs to their home following a claim on their home insurance policy. They’ve experienced delays, poor workmanship and poor customer service. What happened Mr and ... (3 pages)View decision -
Decision Reference DRN-3962055
15 Mar 2023 esure Insurance Limited UpheldInsuranceDRN-3962055 The complaint Mr I complains that esure Insurance Limited (“esure”) has unfairly treated him in relation to a claim made on a car insurance policy. What happened The background of the complaint is well known between parties, so I’ve summarised events. Mr I holds his car insura... (3 pages)View decision -
Decision Reference DRN-3978704
15 Mar 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3978704 The complaint Mr M complains about how Klarna Bank AB (publ) (“Klarna Bank”) has administered his account with it. What happened Mr M wanted to buy an item online. He’d qualified for a discount and a promotion on the purchase price of the item due to a separate account that he ... (4 pages)View decision
