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 119142 results
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Decision Reference DRN-3589007
15 Jul 2022 Contis Financial Services Limited UpheldBanking and PaymentsDRN-3589007 The complaint Mr S complains that Contis Financial Services Limited failed to refund transactions he didn’t recognise. What happened Mr S became aware of a number of transactions to an online food delivery merchant I’ll refer to as P. Mr S didn’t recognise these transactions an... (3 pages)View decision -
Decision Reference DRN-3598317
15 Jul 2022 Close Brothers Limited UpheldConsumer CreditDRN-3598317 The complaint Miss F is unhappy that Close Brothers Limited sent incorrect information about the status of an account she held with it, to a credit reference agency, negatively impacting her credit information. What happened Miss F took out car insurance, through an insurance b... (3 pages)View decision -
Decision Reference DRN-3466586
15 Jul 2022 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-3466586 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with Mi Vehicle Finance Limited trading as Mann Island Finance was of an unsatisfactory quality. What happened On 19 August 2020, Mr S was supplied with a used car through a hire purchase a... (3 pages)View decision -
Decision Reference DRN-3284403
15 Jul 2022 Covea Insurance plc UpheldInsuranceDRN-3284403 The complaint Mr M complains that Covea Insurance plc unfairly declined a claim and avoided his commercial vehicle insurance policy. What happened Mr M’s truck was stolen and then recovered so he claimed on his policy with Covea for the damage caused to his truck. When he claim... (3 pages)View decision -
Decision Reference DRN-3544005
15 Jul 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3544005 The complaint Mrs C complains that a car that was supplied to her under a hire purchase agreement with Blue Motor Finance wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint in May 2022 in which I described what had happened as follow... (5 pages)View decision -
Decision Reference DRN-3573540
15 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3573540 The complaint Mr and Mrs F complain Royal and Sun Alliance Plc (RSA) incorrectly confirmed their home insurance policy included cover for trace and access. References to Mr or Mrs F will include the other. There are several parties and representatives of RSA involved throughout... (3 pages)View decision -
Decision Reference DRN-3212241
15 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3212241 The complaint Mrs M is unhappy HSBC Bank Plc (trading as “First Direct”) hasn’t reimbursed her after she was the victim of a scam. What happened In January 2021 Mrs M’s partner was contacted claiming to be from the fraud department of Bank A. They said his money was at risk and... (5 pages)View decision -
Decision Reference DRN-3397931
15 Jul 2022 British Gas Services Limited UpheldInsuranceDRN-3397931 The complaint E complains about how British Gas Services Limited dealt with an escape of water at one of its rental properties. Mr O brought this complaint to our service on behalf of E. For ease of reading I’ll refer to all submissions as being made by Mr O. What happened Mr O... (6 pages)View decision -
Decision Reference DRN-3564744
15 Jul 2022 Chetwood Financial Limited UpheldConsumer CreditDRN-3564744 The complaint Mr F has complained that Chetwood Financial Limited trading as Live Lend (Live Lend) gave him a loan that he couldn’t afford to repay. What happened Mr F had a loan from Live Lend and a brief summary of the lending can be found in the table below. loan number loan... (5 pages)View decision -
Decision Reference DRN-3584017
15 Jul 2022 Zopa Bank Limited UpheldConsumer CreditDRN-3584017 Complaint Mr S has complained that Zopa Bank Limited (“Zopa”) provided him with an unaffordable loan. Background Zopa provided Mr S with a loan of £10,000.00 in June 2021. This loan had an APR of 28% and an 60-month term. This all meant the total amount repayable of £17,579.07,... (4 pages)View decision
