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 121876 results
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Decision Reference DRN-3491982
15 Jul 2022 Chetwood Financial Limited UpheldConsumer CreditDRN-3491982 The complaint Miss D is unhappy that Chetwood Financial Limited, trading as LiveLend, approved her for a loan which she feels wasn’t affordable for her at that time. What happened In June 2019, Miss D applied to Chetwood for a £3,000 personal loan to be repaid over 24 months. H... (3 pages)View decision -
Decision Reference DRN-3592412
15 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3592412 The complaint Mr C is unhappy that Monzo Bank Ltd (“Monzo”) will not refund the money he lost after paying for an item he did not receive. What happened Mr C was looking for a smart watch online when he found the profile of someone selling the watch he wanted on a selling page ... (5 pages)View decision -
Decision Reference DRN-3592939
15 Jul 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3592939 The complaint Miss M complains Creation Financial Services Limited didn’t default her credit card in 2016 when she thinks they should have. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant element... (3 pages)View decision -
Decision Reference DRN-3591395
15 Jul 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3591395 The complaint Mr B complains that Great Lakes Insurance SE has turned down a cancellation claim he made on a travel insurance policy. What happened Mr B booked a holiday abroad to a country I’ll call F. He was due to travel with his partner in June 2020. On 25 February 2020, Mr... (5 pages)View decision -
Decision Reference DRN-3589007
15 Jul 2022 Contis Financial Services Limited UpheldBanking and PaymentsDRN-3589007 The complaint Mr S complains that Contis Financial Services Limited failed to refund transactions he didn’t recognise. What happened Mr S became aware of a number of transactions to an online food delivery merchant I’ll refer to as P. Mr S didn’t recognise these transactions an... (3 pages)View decision -
Decision Reference DRN-3598317
15 Jul 2022 Close Brothers Limited UpheldConsumer CreditDRN-3598317 The complaint Miss F is unhappy that Close Brothers Limited sent incorrect information about the status of an account she held with it, to a credit reference agency, negatively impacting her credit information. What happened Miss F took out car insurance, through an insurance b... (3 pages)View decision -
Decision Reference DRN-3466586
15 Jul 2022 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-3466586 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with Mi Vehicle Finance Limited trading as Mann Island Finance was of an unsatisfactory quality. What happened On 19 August 2020, Mr S was supplied with a used car through a hire purchase a... (3 pages)View decision -
Decision Reference DRN-3284403
15 Jul 2022 Covea Insurance plc UpheldInsuranceDRN-3284403 The complaint Mr M complains that Covea Insurance plc unfairly declined a claim and avoided his commercial vehicle insurance policy. What happened Mr M’s truck was stolen and then recovered so he claimed on his policy with Covea for the damage caused to his truck. When he claim... (3 pages)View decision -
Decision Reference DRN-3544005
15 Jul 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3544005 The complaint Mrs C complains that a car that was supplied to her under a hire purchase agreement with Blue Motor Finance wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint in May 2022 in which I described what had happened as follow... (5 pages)View decision -
Decision Reference DRN-3573540
15 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3573540 The complaint Mr and Mrs F complain Royal and Sun Alliance Plc (RSA) incorrectly confirmed their home insurance policy included cover for trace and access. References to Mr or Mrs F will include the other. There are several parties and representatives of RSA involved throughout... (3 pages)View decision
