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 128535 results
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Decision Reference DRN-4028345
20 Apr 2023 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4028345 The complaint Mr C complains that a car he acquired with credit from Hyundai Capital UK Limited trading as Kia Finance (Kia) wasn’t of satisfactory quality. What happened Mr C entered into a credit agreement with Kia in April 2022 to acquire a new car. The credit to buy the car... (3 pages)View decision -
Decision Reference DRN-4090024
20 Apr 2023 esure Insurance Limited UpheldInsuranceDRN-4090024 The complaint Ms F says that when she made a claim on her motor insurance policy the garage instructed by esure Insurance Limited to carry out repairs caused further damage to her car What happened Ms F’s car was damaged when she hit a deer. She says the car had a full service ... (3 pages)View decision -
Decision Reference DRN-4090235
20 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4090235 The complaint K has complained about the delay to the settlement of its claim under its Mini-Fleet Single Business Policy with Aviva Insurance Limited. What happened K’s van, which it has on a lease hire arrangement, was damaged in an accident on 28 February 2022 and K reported... (5 pages)View decision -
Decision Reference DRN-3896463
20 Apr 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3896463 The complaint Mr M complains that PayrNet Limited won’t return the funds held in his Pockit account. The Pockit account is a pre-paid payment card which at the time of Mr M’s complaint was administered by PayrNet Limited. What happened Mr M had a Pockit account which he used to... (3 pages)View decision -
Decision Reference DRN-4090247
20 Apr 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4090247 The complaint Mr P complains Santander UK Plc (Santander) unfairly rejected his claim under section 75 of The Consumer Credit Act 1974 in respect of a garden canopy. He believes it wasn’t of satisfactory quality and it wasn’t installed adequately. What happened In August 2020, ... (4 pages)View decision -
Decision Reference DRN-4090086
20 Apr 2023 West Bay Insurance Plc UpheldInsuranceDRN-4090086 The complaint Mr J complains about how West Bay Insurance Plc handled a claim made under his car insurance policy. What happened I previously issued my provisional decision on this case. It was my intention to come to a different outcome to the Investigator. Because of this, I ... (5 pages)View decision -
Decision Reference DRN-4086014
20 Apr 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4086014 The complaint A company, which I’ll refer to as S, complains about Barclays Bank UK PLC mishandling its mandate change, freezing its account and delaying the processing of its CHAPS payments. Mr G, a director of S, brings the complaint on S’s behalf. What happened In March 2022... (4 pages)View decision -
Decision Reference DRN-4082052
20 Apr 2023 TM Advances Limited UpheldConsumer CreditDRN-4082052 The complaint Mr P complains that TM Advances Limited was irresponsible to lend to him. What happened Mr P Borrowed £1,500 from TM Advances on 14 June 2021. His repayments were £159 monthly for 30 months. Mr P’s representative says that his credit file at the time of the lendin... (3 pages)View decision -
Decision Reference DRN-4072213
20 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4072213 The complaint Mr M complains about the way that Admiral Insurance (Gibraltar) Limited dealt with his home emergency claims for repairs to his boiler. The claims were for the most part dealt with by loss adjusters, However as Admiral are responsible for them, for convenience I s... (3 pages)View decision -
Decision Reference DRN-3903631
20 Apr 2023 Close Brothers Limited UpheldConsumer CreditDRN-3903631 The complaint Mr I complains about how Close Brothers Limited (“Close Brothers”) behaved when a car it supplied to him was seized by the police. What happened In August 2021 Mr I entered into a conditional sale agreement with Close Brothers for the supply of a used car and fina... (4 pages)View decision