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 125267 results
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Decision Reference DRN-3958313
10 Feb 2023 Equifax Limited UpheldConsumer CreditDRN-3958313 The complaint Mr K complains that following identity theft, Equifax Limited didn’t help him get the linked addresses that were linked to the fraudster removed from his credit file. What happened I issued a provisional decision setting out what’d happened, and what I thought abo... (5 pages)View decision -
Decision Reference DRN-3949193
10 Feb 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3949193 Complaint Miss F has complained about a loan Everyday Lending Limited (trading as “Everyday Loans”) provided to her. She says the loan was unaffordable. Background Everyday Loans provided Miss F with a loan for £4,100.00 in August 2017. This loan had an APR of 81.1% and a term ... (3 pages)View decision -
Decision Reference DRN-3946732
10 Feb 2023 Tesco Personal Finance PLC UpheldConsumer CreditDRN-3946732 Complaint Mr L has complained that Tesco Personal Finance PLC (trading as “Tesco Bank”) provided him with an unaffordable loan. Background Tesco Bank provided Mr L with a loan for £15,000.00 in August 2018. The loan had an APR of 8.4% and the total amount to repay of £15,535.80... (2 pages)View decision -
Decision Reference DRN-3952964
9 Feb 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3952964 The complaint Mrs P complains about the administration and management of her fixed sum loan agreement (“agreement”) by Clydesdale Financial Services Limited (“CFS”). In particular she complains about CFS’ multiple failures to amend her direct debit instruction from one collecti... (3 pages)View decision -
Decision Reference DRN-3863393
9 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3863393 The complaint Mrs B has complained about British Gas Insurance Limited’s incorrect decision to condemn her boiler following a service which led her to purchase a replacement boiler unnecessarily. What happened Mrs B held a Homecare Agreement with British Gas. Part of the agreem... (2 pages)View decision -
Decision Reference DRN-3957962
9 Feb 2023 Inter Partner Assistance SA UpheldInsuranceDRN-3957962 The complaint Ms M complains about Inter Partner Assistance SA’s (IPA) handling of her travel insurance claim. What happened Ms M had a travel insurance policy insured by IPA. Part of this complaint concerns the actions of the claims handler. As IPA has accepted it’s accountabl... (3 pages)View decision -
Decision Reference DRN-3900331
9 Feb 2023 St Andrew's Insurance plc UpheldInsuranceDRN-3900331 The complaint Mr R complains that Halifax, trading as St Andrew’s Insurance Plc, didn’t make him aware it was insuring his home and contents and he said he was paying too much for the policy. He also complains that he wasn’t made aware that his insurance premiums were included ... (4 pages)View decision -
Decision Reference DRN-3927368
9 Feb 2023 West Bay Insurance Plc UpheldInsuranceDRN-3927368 The complaint Mr W complains that West Bay Insurance Plc have delayed in undertaking the repairs to his motorhome after an accident. He also complains that the repairs would have been done quicker if they had been done at a different garage that he had chosen. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-3946860
9 Feb 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-3946860 The complaint Miss H complains that a car she obtained through a hire purchase agreement with MotoNovo Finance Limited was not of satisfactory quality. She wants it to reimburse her for the repairs she’s had to pay for. What happened Miss H obtained a second-hand car in Februar... (6 pages)View decision -
Decision Reference DRN-3955857
9 Feb 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3955857 The complaint The estate of Mr S and Ms N are unhappy with the service received when Mr S made a claim on his travel insurance policy. The estate of Mr S is represented by Ms N who is the wife of the late Mr S and a beneficiary of the policy in her own right. What happened Mr S... (7 pages)View decision
