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-3553735
6 Jul 2022 Oakbrook Finance Limited UpheldConsumer CreditDRN-3553735 The complaint Mr A complains that OAKBROOK FINANCE LIMITED trading as Likely Loans lent him money on high cost loans which he couldn’t afford to repay. What happened Likely Loans provided Mr A with the following loans: Date of loan Amount Term Instalment* Date repaid Loan 1 13/... (4 pages)View decision -
Decision Reference DRN-3567187
6 Jul 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3567187 The complaint Ms C is unhappy Fairmead Insurance Limited declined a claim she made under her home insurance policy following damage during bad weather. Reference to Ms C includes things said and done by her representative. What happened The circumstances of this complaint aren’... (2 pages)View decision -
Decision Reference DRN-3580875
6 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3580875 The complaint Mr R complains about the service provided by British Gas Insurance Limited under his home emergency insurance policy. What happened I issued a provisional decision on this matter last month, part of which is copied below: “Mr R had a HomeCare policy with British G... (4 pages)View decision -
Decision Reference DRN-3574721
6 Jul 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3574721 The complaint Mr L complains that AvantCredit of UK, LLC (“AvantCredit”) lent to him in an irresponsible manner. What happened Mr L was given 2 loans by AvantCredit. He borrowed £1500 in March 2016 and agreed to repay this over 36 months. He repaid that loan in May 2018. Shortl... (3 pages)View decision -
Decision Reference DRN-3568131
6 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3568131 The complaint Mr A complains about the way his account had been handled by NewDay Ltd, and the tone and content of information he’s received from NewDay after a subject access request (SAR). What happened Mr A has had a credit card account with NewDay for several years. In Octo... (5 pages)View decision -
Decision Reference DRN-3431418
6 Jul 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3431418 The complaint Mr W complains that BMW Financial Services(GB) Limited (“BMWFS”) unfairly charged him for excess mileage and for damage after he took the decision to voluntary terminate a hire purchase agreement (in respect of a car) in his name. What happened In October 2017, Mr... (6 pages)View decision -
Decision Reference DRN-3578611
6 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3578611 Complaint Mr M is unhappy that HSBC UK Bank Plc (“HSBC”) closed his Basic bank account without notice and without telling him why. Background In 2021, Mr M applied for a business bank account with HSBC. During the application process, HSBC noted that another financial instituti... (3 pages)View decision -
Decision Reference DRN-3541167
5 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3541167 The complaint Miss M has complained that PayPal (Europe) Sarl et Cie SCA didn’t refund an unauthorised payment at first. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In October 2021, Miss M’s PayPal account was used for a purchase... (2 pages)View decision -
Decision Reference DRN-3555123
5 Jul 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3555123 The complaint Mr M complains Red Sands Insurance Company (Europe) Limited unfairly declined a claim against his motor smart cover insurance policy. What happened The background to the complaint is known to all parties, so I won’t repeat it here in detail. In my decision I’ll ma... (2 pages)View decision -
Decision Reference DRN-3317169
5 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3317169 The complaint Mr C is unhappy that HSBC UK Bank Plc will not refund the money he lost after falling victim to a car purchase scam. What happened In June 2021, Mr C found a car listed for sale on an auction website. He has explained that he desperately needed to replace his exis... (6 pages)View decision
