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-3302915
21 Jul 2022 Advantage Finance Ltd UpheldConsumer CreditDRN-3302915 The complaint Mr T complains that Advantage Finance Ltd didn’t make him aware that the loan it was offering included an acceptance fee of £325 and a final payment of £200. What happened The details of this complaint are well known to both parties, so I won’t repeat them again h... (2 pages)View decision -
Decision Reference DRN-3603010
21 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3603010 The complaint Mrs P represents a hire car business that I will refer to as T in my decision. T complains about AXA Insurance UK Plc’s handling of a claim and acceptance of liability under its commercial motor insurance policy. What happened T made a claim to AXA in September 20... (4 pages)View decision -
Decision Reference DRN-3603177
21 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3603177 The complaint Mr R and Mr T complain that HSBC UK Bank Plc won’t refund money Mr T was tricked into sending to a fraudster. What happened Though Mr R and Mr T are now joint account holders, I understand the account was only held by Mr T at the time and he was the only one that ... (5 pages)View decision -
Decision Reference DRN-3593002
21 Jul 2022 TM Advances Limited UpheldConsumer CreditDRN-3593002 The complaint Miss S complains that TM Advances Ltd lent to her irresponsibly and without carrying out proper affordability checks. She would like all the fees and charges associated with the loan refunded. What happened In October 2019 TM Advances approved a loan of £3,000 for... (4 pages)View decision -
Decision Reference DRN-3585511
21 Jul 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3585511 The complaint Mrs K has complained AvantCredit of UK, LLC (AvantCredit) didn’t carry out affordability checks before it provided her with two loans. What happened In total, Mrs K was granted three loans from AvantCredit, however, this decision only focuses on loans one and two.... (5 pages)View decision -
Decision Reference DRN-3606451
21 Jul 2022 Professional Centrum Limited UpheldClaims ManagementDRN-3606451 The complaint Mrs A complains Professional Centrum Limited trading as Global Accidents (PCL) haven’t paid her the compensation they’ve received for her personal injury claim following a road traffic accident What happened In June 2018, Mrs A was involved in a road traffic accid... (3 pages)View decision -
Decision Reference DRN-3606459
20 Jul 2022 National House-Building Council UpheldInsuranceDRN-3606459 The complaint Ms L and Mr M are unhappy about National House-Building Council’s claim handling and settlement amounts under their 10 year Buildmark warranty. I’ll generally refer to Ms L throughout the decision as she’s been more heavily involved in dealing with the claim. What... (6 pages)View decision -
Decision Reference DRN-3245471
20 Jul 2022 Capquest Debt Recovery Limited UpheldBanking and PaymentsDRN-3245471 The complaint Mr F has complained that Capquest Debt Recovery Limited didn’t pass on his final payment to the creditor. What happened Capquest were collecting a debt on behalf of a bank. In October 2020, Mr F paid off the debt in full. However, Capquest had an error on their en... (2 pages)View decision -
Decision Reference DRN-2620746
20 Jul 2022 Great Lakes Insurance SE UpheldInsuranceDRN-2620746 The complaint Mr W complains Great Lakes Insurance SE unfairly refused a claim on his motorhome warranty. What happened In 2019 Mr W took out a Great Lakes ‘silver’ level motorhome warranty. In July 2020 he made a claim. There was a problem with the combi boiler in his motorhom... (3 pages)View decision -
Decision Reference DRN-2785227
20 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-2785227 The complaint Mr and Mrs P are unhappy with the way that Union Reiseversicherung AG handled a claim they made on their travel insurance policy. What happened In July 2019 Mr and Mrs P, were on holiday with their two children who I’ll refer to as P1 and P2. They were involved in... (8 pages)View decision
