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 128085 results
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Decision Reference DRN-3886551
9 Jun 2023 NRAM Limited UpheldMortgagesDRN-3886551 The complaint Mr and Mrs W complain that NRAM Limited failed to remove the legal charge held against their property on redemption of their mortgage. What happened Mr and Mrs W held a mortgage with a lender, who subsequently transferred their mortgage to NRAM. For ease, I will r... (5 pages)View decision -
Decision Reference DRN-4141773
9 Jun 2023 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4141773 The complaint Miss H complains that Tesco Personal Finance PLC (Tesco Bank) was irresponsible in its lending to her. Miss H is being represented by a family member but for ease of reference I have referred to Miss H throughout this decision. What happened In May 2018, Miss H wa... (3 pages)View decision -
Decision Reference DRN-4154722
9 Jun 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4154722 The complaint Miss E complains about the quality of the car she acquired through a hire purchase agreement with Blue Motor Finance Ltd (“Blue Motor”). What happened Miss E entered into a hire purchase agreement with Blue Motor in October 2021 to acquire a used vehicle. The vehi... (5 pages)View decision -
Decision Reference DRN-4178513
9 Jun 2023 esure Insurance Limited UpheldInsuranceDRN-4178513 The complaint Mr G complains about the repairs esure Insurance Limited carried out to his car following a claim made on his motor insurance policy. He wants his car repaired and compensation for his trouble and upset and for being without his car for four months. What happened ... (3 pages)View decision -
Decision Reference DRN-4082350
9 Jun 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-4082350 The complaint Mrs K complains that Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve set out a s... (5 pages)View decision -
Decision Reference DRN-4037374
9 Jun 2023 esure Insurance Limited UpheldInsuranceDRN-4037374 The complaint Mrs D complains that esure Insurance Limited mis-sold her a motor insurance policy and continued to take her premiums after she had cancelled her policy. What happened Mrs D took out a new policy with esure in March 2022 and the agent told her that she could add ... (2 pages)View decision -
Decision Reference DRN-4084859
9 Jun 2023 Chetwood Financial Limited UpheldConsumer CreditDRN-4084859 The complaint Mr J complains that Chetwood Financial Limited (trading as BetterBorrow) was irresponsible to lend to him. What happened Mr J had two loans from BetterBorrow in January 2022 and May 2022 as follows: Loan Date Amount Term Monthly Repayment Due Repaid 1 26 Jan 2022 ... (3 pages)View decision -
Decision Reference DRN-4024273
9 Jun 2023 Studio Retail Limited UpheldConsumer CreditDRN-4024273 The complaint Miss S has complained that Studio Retail Limited (“Studio”) irresponsibly lent to her What happened Miss S opened a shopping account with Studio in June 2019. Her account had an initial limit of £200 which was increased in November 2019 to £600. Miss S says that ... (3 pages)View decision -
Decision Reference DRN-4176869
9 Jun 2023 National Westminster Bank Plc UpheldConsumer CreditDRN-4176869 The complaint Miss M complains that National Westminster Bank Plc trading as Ulster Bank lent irresponsibly when it approved a loan for £3,500 in August 2019. What happened In May 2018 Miss M was approved for a loan with Ulster Bank of £1,500 over a 12 month period. In Miss M’s... (3 pages)View decision -
Decision Reference DRN-3998511
9 Jun 2023 American Express Insurance Services Europe Limited UpheldBanking and PaymentsDRN-3998511 The complaint Ms G complains American Express Services Europe Limited (“AMEX”) closed her account, removed her reward points and hasn’t provided an explanation for its actions. To put things right, Ms G wants her account and reward points reinstated. What happened Ms G took out... (3 pages)View decision