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 120436 results
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Decision Reference DRN-3181092
24 May 2022 Hyundai Capital UK Limited UpheldConsumer CreditDRN-3181092 The complaint Miss P complains Hyundai Capital UK Limited trading as Kia Finance unfairly ended her conditional sale agreement. What happened On 11 January 2020, Miss P entered into a conditional sale agreement to acquire a used car. The cash price of the car was £19,000 and th... (7 pages)View decision -
Decision Reference DRN-3477160
24 May 2022 Amtrust Europe Limited UpheldInsuranceDRN-3477160 The complaint Mr and Mrs J complain about delays by Amtrust Europe Limited in dealing with a claim on their building warranty. Except where otherwise stated, where I refer to Amtrust that includes any agents or contractors acting on its behalf. What happened Mr and Mrs J bought... (5 pages)View decision -
Decision Reference DRN-3464396
23 May 2022 Healthy Pets Limited UpheldInsuranceDRN-3464396 The complaint Mrs H is unhappy Healthy Pets Limited introduced sub limits on some conditions, limiting what she could claim for, which has resulted in her claims not being met in full. She’s also unhappy they introduced an excess per condition per policy year. What happened Mrs... (5 pages)View decision -
Decision Reference DRN-3391022
23 May 2022 AWP P&C SA UpheldInsuranceDRN-3391022 The complaint Mrs D and Mr D complain about AWP P&C SA’s (“AWP”) decision to decline their claim under their home emergency insurance. What happened Mrs D and Mr D say they noticed a leak coming from their toilet and reported this to AWP. An engineer then attended the same ... (3 pages)View decision -
Decision Reference DRN-3333148
23 May 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3333148 The complaint Mr and Mrs D are unhappy with how Advantage Insurance Company Limited (Advantage) handled their motor insurance claim. What happened In July 2021 Mr and Mrs D made a claim on their motor policy. At first it was thought the car was repairable, so Advantage arranged... (3 pages)View decision -
Decision Reference DRN-3410754
23 May 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3410754 The complaint Mr N complains that a car he acquired via a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. Mr N has been assisted in bring his complaint by a representative, however for ease of reference I’m only going to refer to Mr N... (5 pages)View decision -
Decision Reference DRN-3349415
23 May 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3349415 The complaint Mrs K complained that AvantCredit of UK, LLC lent to her irresponsibly and provided her with an unaffordable loan. What happened AvantCredit provided a loan to Mrs K as follows: Date taken Loan amount Term Typical monthly repayment Total amount repayable Loan Stat... (3 pages)View decision -
Decision Reference DRN-3452399
23 May 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3452399 The complaint Mr T complains that Vauxhall Finance plc unfairly charged him for damage to a car her returned at the end of a finance agreement. What happened Mr T terminated his agreement and the car was collected on 11 December 2020. He asked for the inspection to be completed... (2 pages)View decision -
Decision Reference DRN-3493711
23 May 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3493711 The complaint Miss M has complained that Assurant General Insurance Limited (Assurant) has rejected her claim for the loss of a mobile phone. What happened Miss M has insurance for her mobile phone as a benefit with her bank account. On 20 June 2021 she made a claim against Ass... (4 pages)View decision -
Decision Reference DRN-3493320
23 May 2022 Society of Lloyd's UpheldInsuranceDRN-3493320 The complaint Ms L complained that Society of Lloyd's declined her travel insurance curtailment claim. My references to Lloyd’s include its agents. What happened In 2018 Ms L booked a trip with an adventure sailing travel provider and was due to travel abroad from early Ja... (4 pages)View decision
