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 121115 results
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Decision Reference DRN-3684681
8 Sep 2022 Tesla Financial Services Limited UpheldConsumer CreditDRN-3684681 The complaint Mr C complains that a new car he acquired with a conditional sale agreement (CSA) from Tesla Financial Services Limited (TFS) is of unsatisfactory quality. What happened Mr C got the car in November 2020. It cost about £44,000 and the total advance paid was around... (4 pages)View decision -
Decision Reference DRN-3688619
8 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3688619 The complaint Mrs L brings a complaint on behalf of herself and her late husband’s estate (Mr L) about Aviva Insurance Limited’s decision not to pay its claim. This complaint was brought by a third-party representative but for simplicity, I’ll refer to all submissions as being ... (3 pages)View decision -
Decision Reference DRN-3685889
8 Sep 2022 Capital Home Loans Limited UpheldMortgagesDRN-3685889 The complaint Mr and Mrs P complain about the way Capital Home Loans Limited (CHL) have treated them at the end of their mortgage term. They say they felt forced into making overpayments, and CHL have unfairly reported mortgage arrears to credit reference agencies which has pre... (9 pages)View decision -
Decision Reference DRN-3011750
8 Sep 2022 UK Credit Limited UpheldConsumer CreditDRN-3011750 The complaint Mr M complains UK Credit Limited irresponsibly approved a loan for a third party (‘the borrower’) for which he stood as guarantor for. Mr M is represented by a third party. But for ease; I’ll refer to all submissions as if they were made directly by him. What happ... (3 pages)View decision -
Decision Reference DRN-3503555
8 Sep 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3503555 The complaint Mr J complains about Admiral Insurance (Gibraltar) Limited (Admiral) handling of his claim, under his home insurance policy. What happened In March 2021, Mr J made a claim following an escape of water at his home. The claim was accepted by Admiral who contracted o... (3 pages)View decision -
Decision Reference DRN-3690792
8 Sep 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3690792 The complaint Mr E complains National Savings and Investments (NS&I) incorrectly allowed him to withdraw funds from his premium bonds account while he was unwell. The complainant here is Mr E, but Mr E is represented in this complaint by his sister Miss E, who has Lasting P... (7 pages)View decision -
Decision Reference DRN-3674242
8 Sep 2022 Evergreen Finance London Limited UpheldConsumer CreditDRN-3674242 The complaint Miss H complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) didn’t carry out proportionate affordability checks before it granted her loans. Miss H also says she reached out for assistance from MoneyBoat to freeze the interest and... (6 pages)View decision -
Decision Reference DRN-3687633
8 Sep 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3687633 The complaint Mrs H complains that Tesco Personal Finance PLC (trading as Tesco Bank) has refused to refund payments from her credit card account that she did not authorise. What happened Mrs H let her grandson use her phone to make some purchases on Google Play using her credi... (2 pages)View decision -
Decision Reference DRN-3681061
8 Sep 2022 esure Insurance Limited UpheldInsuranceDRN-3681061 The complaint Mr G complains that esure Insurance Limited mishandled a claim on his motor insurance policy. Where I refer to esure, I refer to the above-named insurance company and I include claims- handlers and others insofar as I hold esure responsible for their acts or omiss... (6 pages)View decision -
Decision Reference DRN-3287030
8 Sep 2022 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-3287030 The complaint Ms S complains that Interactive Investor Services Limited gave her inaccurate information about a pension switch and in doing so caused her a financial loss. What happened In early January 2020, Ms S wished to do a partial fund transfer from her pension with anoth... (3 pages)View decision
