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 119142 results
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Decision Reference DRN-3437826
9 May 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3437826 The complaint Mrs B complains that Creation Consumer Finance Ltd won’t refund her the credit remaining on her account after she took out a personal loan. What happened Mrs B took out a personal loan with Creation. While paying back the loan she unfortunately entered financial d... (2 pages)View decision -
Decision Reference DRN-3425681
9 May 2022 Shelby Finance Ltd UpheldConsumer CreditDRN-3425681 The complaint Mr F says Shelby Finance Limited (trading as Dot Dot Loans) irresponsibly lent to him . What happened This complaint is about three instalment loans Shelby provided to Mr F between January 2021 and December 2021. Mr F’s lending history is as follows: Loan Date Tak... (3 pages)View decision -
Decision Reference DRN-3346316
9 May 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3346316 The complaint Mr N is unhappy with the length of time it took Domestic & General Insurance Plc to refund him after he cancelled his policy. What happened Mr N purchased two laptops from a high street retailer and at the same time purchased accidental damage cover which was ... (2 pages)View decision -
Decision Reference DRN-3468488
9 May 2022 HSBC UK Bank Plc UpheldInsuranceDRN-3468488 The complaint S (a business) complains that HSBC UK Bank Plc did not fairly compensate it for mis-selling payment protection insurance (‘PPI’) to it alongside an overdraft. S has made more than one PPI complaint about HSBC. To be clear, this decision refers to the PPI sold to p... (3 pages)View decision -
Decision Reference DRN-3442683
9 May 2022 Zurich Insurance PLC UpheldInsuranceDRN-3442683 The complaint Mr L complains about how Zurich Insurance PLC have investigated the theft of his car, in particular about how they conducted a telephone interview with him on 31 March 2021. He also complains that his claim is still outstanding. What happened Mr L had motor insura... (6 pages)View decision -
Decision Reference DRN-3437832
9 May 2022 Aviva Insurance Limited UpheldInsuranceDRN-3437832 The complaint V complains about how Aviva Insurance Limited settled a claim it made on its mini fleet insurance policy. Reference to Aviva includes its agents What happened V holds a mini fleet insurance policy with Aviva. When one of its vehicles was stolen, it made a claim to... (2 pages)View decision -
Decision Reference DRN-3468273
9 May 2022 QIC Europe Ltd UpheldInsuranceDRN-3468273 The complaint Mr R, trading as C, complains that QIC Europe Ltd declined a business interruption claim. What happened In March 2020, the Government announced restrictions to combat the spread of Covid-19. These restrictions had a significant impact on C because they were requir... (11 pages)View decision -
Decision Reference DRN-3465931
9 May 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3465931 The complaint Mr and Mrs M complain because Great Lakes Insurance SE (‘Great Lakes’) hasn’t paid a claim for a cancelled holiday under their travel insurance policy. All references to Great Lakes include the agents it has appointed to administer claims on its behalf. What happe... (4 pages)View decision -
Decision Reference DRN-3240274
9 May 2022 Black Horse Limited UpheldConsumer CreditDRN-3240274 The complaint Mr C complains Black Horse Limited (Black Horse) provided him with a car that he believes wasn’t of satisfactory quality. What happened In January 2020, Mr C entered into a 49 month hire purchase agreement for a used car. The cash price of the car was £19,010 and ... (3 pages)View decision -
Decision Reference DRN-3468269
9 May 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3468269 The complaint Mr B brings this complaint on behalf of A – a limited company. Mr B is unhappy that Metro Bank Plc (“Metro Bank”) hasn’t reimbursed all of the money he transferred to a scammer. What happened Mr B was contacted by a scammer pretending to be from his internet provi... (5 pages)View decision
