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 120469 results
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Decision Reference DRN-3458522
27 Jul 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3458522 The complaint Ms B complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim she made under sections 56, 75 and 140A of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system she says was misrepresented to her by the supplier. Ms B is repr... (7 pages)View decision -
Decision Reference DRN-3465992
27 Jul 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3465992 The complaint Mr A’s complaint is about charges he’s been asked to pay by Mercedes-Benz Financial Services UK Limited (“MBFS”). 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... (3 pages)View decision -
Decision Reference DRN-3616983
27 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3616983 The complaint Mr P complains that NewDay Ltd trading as Aqua has irresponsibly lent to him. What happened Mr P was approved for a branded NewDay credit card in June 2019 with an initial £900 credit limit. NewDay increased the credit limit on multiple occasions which I have deta... (4 pages)View decision -
Decision Reference DRN-3475586
27 Jul 2022 ERGO Reiseversicherung AG UpheldInsuranceDRN-3475586 The complaint Mr and Mrs F have complained that ERGO Reiseversicherung AG (‘ERGO’) unfairly assessed their claim for medical costs. All references to ERGO include any agents acting on its behalf. What happened Mr and Mrs F bought an annual multi trip insurance policy, underwrit... (3 pages)View decision -
Decision Reference DRN-3424726
27 Jul 2022 Covea Insurance plc UpheldInsuranceDRN-3424726 The complaint Miss F complains about Covea Insurance plc (Covea) declining a claim under her pet insurance policy for treatment of her dog. References to Covea include their agents who administer the policy. What happened In February 2021 Miss F bought a dog from a private sell... (5 pages)View decision -
Decision Reference DRN-3308764
27 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3308764 The complaint A limited company, which I’ll refer to as ‘N’, is unhappy with the service it received from HSBC UK Bank Plc surrounding its application for a Bounce Bank Loan (“BBL”) N’s director, Mr C, brings the complaint on the company’s behalf. What happened N approached HSB... (3 pages)View decision -
Decision Reference DRN-3605507
27 Jul 2022 Your Mortgage Decisions Limited UpheldInsuranceDRN-3605507 The complaint Mr S complains about the sale of a private medical insurance policy by Your Mortgage Decisions Limited (‘YMD’). What happened Mr S held a private medical insurance policy with an insurer (that I’ll call ‘Policy A’). In July 2018, on the advice of YMD, Mr S switche... (4 pages)View decision -
Decision Reference DRN-3583209
27 Jul 2022 AWP P&C SA UpheldInsuranceDRN-3583209 The complaint Mr L complains that AWP P&C SA has unfairly declined his travel insurance claim. What happened In January 2020 Mr L booked a multi destination trip abroad with a group of friends, departing on 10 March 2020 and returning on 2 June 2020. This booking included f... (3 pages)View decision -
Decision Reference DRN-3599738
27 Jul 2022 esure Insurance Limited UpheldInsuranceDRN-3599738 The complaint Miss N and Mr V complain esure Insurance Limited trading as Sheilas’ Wheels unfairly declined a claim against their home insurance policy. What happened The background to the complaint is known to all parties, so I won’t repeat it in detail. In my decision I’ll ma... (2 pages)View decision -
Decision Reference DRN-3471023
27 Jul 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3471023 The complaint Miss A has complained about the repairs and service she received following an accident from her motor insurer Advantage Insurance Company Limited. Miss A is represented by her father Mr A. However, for the sake of simplicity I shall only refer to Miss A throughout... (2 pages)View decision
