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-3634685
7 Sep 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3634685 The complaint Mrs W has complained that Casualty & General Insurance Company (Europe) Ltd unreasonably refused to pay her claim under pet policy and impose several exclusions to her cover. What happened Mrs W bought her policy to start on 12 April 2021 for her dog. It cover... (5 pages)View decision -
Decision Reference DRN-3684471
7 Sep 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3684471 The complaint Ms G complains that Revolut Ltd hasn’t done enough to help her try to recover the cost of a flight she couldn’t board because of the Covid-19 pandemic. What happened In December 2020 Ms G bought flights to Portugal and back with separate airlines, flying out that ... (3 pages)View decision -
Decision Reference DRN-3436449
7 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3436449 The complaint Mr D complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it advanced his loans. What happened Mr D took four loans between October 2019 and May 2021. I’ve included some of the information we’ve re... (5 pages)View decision -
Decision Reference DRN-3355523
7 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3355523 The complaint Mr S, through his representative, complains that Morses Club PLC lent to him irresponsibly. What happened Using information Morses has provided, here is a brief table of the approved loans. loan date taken date repaid amount borrowed term weekly rate 1 29/03/2018 ... (4 pages)View decision -
Decision Reference DRN-3521691
6 Sep 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3521691 The complaint Mr and Mrs G complain that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim they made under sections 75 and 140A of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Mr and ... (7 pages)View decision -
Decision Reference DRN-3450012
6 Sep 2022 Propel Finance No1 Limited UpheldConsumer CreditDRN-3450012 The complaint N complains that a hire agreement was mis-sold to them by Propel Finance No1 Limited (“Propel”) What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my decision. ... (2 pages)View decision -
Decision Reference DRN-3685080
6 Sep 2022 ATLANTA 1 INSURANCE SERVICES LIMITED UpheldInsuranceDRN-3685080 The complaint Mr E complains Atlanta 1 Insurance Services Limited (trading as Autonet) provided poor customer service when arranging his motor insurance cover. What happened In November 2021 Mr E agreed to take out a motor insurance policy arranged by Atlanta. However, he wasn’... (3 pages)View decision -
Decision Reference DRN-3495666
6 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3495666 The complaint Ms R complains that Bank of Scotland plc trading as Halifax hasn’t refunded her the money she lost as the result of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. But briefly, both parties... (6 pages)View decision -
Decision Reference DRN-3687435
6 Sep 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3687435 The complaint Mr J complains Moneybarn No. 1 Limited (Moneybarn) failed to correctly set up an arrangement to pay. What happened In September 2017, Mr J entered into a 60 month conditional sale agreement for a used car. He was required to pay monthly instalments of ... (3 pages)View decision -
Decision Reference DRN-3593099
6 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3593099 The complaint Mr Z has complained that British Gas Insurance Limited agents damaged his bath when fixing the taps following his claim under his home emergency policy underwritten by British Gas. Reference to British Gas includes all its agents. What happened Mr Z made a claim t... (3 pages)View decision
