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 121877 results
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Decision Reference DRN-3705347
15 Sep 2022 esure Insurance Limited UpheldInsuranceDRN-3705347 The complaint Mr T is unhappy with esure Insurance Limited’s handling of a claim he made on his car insurance policy. References to esure include its agents acting on its behalf. What happened Mr T had a car insurance policy with esure and phoned to make a claim when he was in... (4 pages)View decision -
Decision Reference DRN-3684181
15 Sep 2022 National Westminster Bank Plc UpheldMortgagesDRN-3684181 The complaint Mr B complains that National Westminster Bank Plc didn’t support him in claiming Government support for his mortgage during the Covid-19 pandemic. What happened Mr M applied for universal credit as his income was affected by the Covid-19 pandemic. He asked NatWest... (3 pages)View decision -
Decision Reference DRN-3618583
15 Sep 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3618583 The complaint Mr H is unhappy TSB Bank plc (“TSB”) is holding him liable for a cash machine withdrawal which he says he didn’t make. What happened On 11 October 2020, Mr H says he visited a TSB branch and used his debit card at the ATM. Mr H recollects this was around 12:07 pm.... (4 pages)View decision -
Decision Reference DRN-3603289
15 Sep 2022 Kensington Mortgage Company Limited UpheldMortgagesDRN-3603289 The complaint Mr and Mrs B complain that Kensington Mortgage Company Limited (trading as Kensington Mortgages) is unfairly pursuing them for a shortfall debt some eight years after it took their property into possession and sold it. What happened Mr and Mrs B had a mortgage wit... (3 pages)View decision -
Decision Reference DRN-3575984
15 Sep 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3575984 The complaint Mr E and Mr M complain that Everyday Lending Limited (ELL) trading as Everyday Loans gave them a loan which they couldn’t afford to pay back. What happened Mr E and Mr M took out a joint loan in September 2020 for £7,500 for debt consolidation. The repayments were... (4 pages)View decision -
Decision Reference DRN-3593040
15 Sep 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3593040 The complaint Mr B complains 1Plus1 Loans Limited lent to him irresponsibly. What happened In July 2016 Mr B applied for, and was given a loan for £5,000, which was repayable over a period of 60 months. The repayments were around £180 a month, and in total Mr B agreed to pay ba... (3 pages)View decision -
Decision Reference DRN-3684294
15 Sep 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3684294 The complaint Miss M complains about how Startline Motor Finance Limited (“Startline”) behaved towards her in relation to a motor finance agreement she had with it. What happened Miss M had a hire purchase agreement with Startline for a used car. In May 2020 Miss M contacted St... (6 pages)View decision -
Decision Reference DRN-3704793
15 Sep 2022 Amtrust Europe Limited UpheldInsuranceDRN-3704793 The complaint Mrs L complains about Amtrust Europe Limited’s handling of a claim she made under her central heating breakdown policy. Any reference to Amtrust includes its agents, claim handlers, and contractors. Background I issued my provisional decision on this complaint on ... (4 pages)View decision -
Decision Reference DRN-3703620
15 Sep 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3703620 The complaint Mr and Mrs G complain that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim they made under section 75 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 Mrs G is r... (6 pages)View decision -
Decision Reference DRN-3697988
15 Sep 2022 Bank of Scotland Plc UpheldMortgagesDRN-3697988 The complaint Mr and Mrs K complain about their mortgage with Bank of Scotland plc. They say it’s kept them on the standard variable rate (SVR), leading to them having to pay too much interest. What happened Mr and Mrs K have a mortgage with BoS, taken out on a self-certificati... (8 pages)View decision
