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-3003813
8 Apr 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3003813 The complaint Ms E complains Loans 2 Go Limited irresponsibly lent to her. Ms E is represented by a claims management company, but for ease of reference I’ll refer to all submissions as if she made them directly. What happened In September 2019, Ms E was approved for a £250 cap... (3 pages)View decision -
Decision Reference DRN-3424608
8 Apr 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3424608 The complaint Mr and Mrs J are unhappy that Union Reiseversicherung AG (URV) declined a claim made on their travel insurance policy. What happened In September 2019, Mr and Mrs J took out an annual ‘premier’ multi-trip travel insurance policy, underwritten by URV (‘the policy’)... (9 pages)View decision -
Decision Reference DRN-2814286
8 Apr 2022 Bamboo Limited UpheldConsumer CreditDRN-2814286 The complaint Mr L complains Bamboo Limited irresponsibly lent to him. Bamboo approved Mr L for two loans; one of which it agreed to refund on. So, this decision just covers the remaining loan in dispute. Mr L is represented by a claims management company, but for ease of refer... (3 pages)View decision -
Decision Reference DRN-3392823
8 Apr 2022 esure Insurance Limited UpheldInsuranceDRN-3392823 The complaint Miss V has complained about the valuation esure Insurance Limited trading as Sheilas’ Wheels paid when she made a claim under her car insurance policy. What happened Miss V’s car was stolen and she made a claim to her insurer, esure. Miss V said the car had sentim... (3 pages)View decision -
Decision Reference DRN-3423599
8 Apr 2022 Covea Insurance plc UpheldInsuranceDRN-3423599 The complaint Mr P is unhappy with Covea Insurance plc’s handling of his motor insurance claim. Mr P is represented by Mr S, but for ease I’ll refer to statements made by Mr S as being made by Mr P. References to Covea include agents acting on their behalf. What happened Mr P h... (5 pages)View decision -
Decision Reference DRN-3423992
8 Apr 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3423992 The complaint Mr G complains that Barclays Bank UK PLC kept giving him incorrect information about the dates when an early repayment charge (ERC) would apply to his mortgage and it has prevented him making an overpayment of 10% of the mortgage balance. What happened In 2018, Mr... (4 pages)View decision -
Decision Reference DRN-3408501
8 Apr 2022 esure Insurance Limited UpheldInsuranceDRN-3408501 The complaint Mr A has complained that esure Insurance Limited hasn’t settled a theft claim he made under his car insurance policy. What happened Mr A contacted esure in May 2019 to say that his car had been stolen. esure asked Mr A to provide documents in order to validate his... (2 pages)View decision -
Decision Reference DRN-3366257
8 Apr 2022 Creation Consumer Finance Ltd UpheldBanking and PaymentsDRN-3366257 The complaint Mr L is unhappy with the level of service he received from Creation Consumer Finance Limited (“Creation”). What happened In summary, Mr L spoke to Creation in or around March 2021 regarding his account. He complains about the customer service he received on this c... (2 pages)View decision -
Decision Reference DRN-3271987
8 Apr 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3271987 The complaint Ms D is unhappy with the service she received from Domestic & General Insurance PLC (D&G) after she made a mobile phone insurance claim; in particular it provided her with an invalid voucher in settlement of the claim. What hap... (3 pages)View decision -
Decision Reference DRN-3386487
8 Apr 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3386487 The complaint Ms B complains that Inter Partner Assistance SA (“Inter Partner”) gave her incorrect advice in relation to a home emergency claim. What happened The background of this complaint is well known to all parties. So, I’ve summarised events. In December 2021, Ms B made... (2 pages)View decision
