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 125299 results
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Decision Reference DRN-3574784
17 Nov 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3574784 The complaint Mrs D complains about how Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) administered a loan she had with it. What happened Mrs D had a loan with BPF. Mrs D was under the impression that she had paid off the loan in full in Decem... (5 pages)View decision -
Decision Reference DRN-3784495
17 Nov 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3784495 The complaint Miss B complains about the valuation that Admiral insurance Company Limited offered for her car in settlement of a claim made on her motor insurance policy. She wants this increased. What happened Miss B was involved in an incident and her car was deemed to be bey... (2 pages)View decision -
Decision Reference DRN-3783510
17 Nov 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3783510 The complaint Mr T complains that Watford Insurance Company Europe Limited (Watford) declined a claim involving a named driver on his policy and is pursuing him for the third-party costs, under his motor insurance policy. What happened In September 2018 Mr T says he was away fr... (3 pages)View decision -
Decision Reference DRN-3784058
17 Nov 2022 Highway Insurance Company Limited UpheldInsuranceDRN-3784058 The complaint Mr H complains about the settlement Highway Insurance Company Limited paid him for the market value of his car after a claim made on his motor insurance policy. He wants it to increase the valuation to take into account his car’s modifications. What happened Mr H’... (2 pages)View decision -
Decision Reference DRN-3621406
17 Nov 2022 esure Insurance Limited UpheldInsuranceDRN-3621406 The complaint Mr H is unhappy with how esure Insurance Limited (esure) has handled his buildings insurance claim. He complains that esure caused avoidable delays and didn’t keep him up to date. And that its failure to progress his claim caused the damage to worsen. He’s unhappy... (4 pages)View decision -
Decision Reference DRN-3793493
17 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3793493 The complaint Miss W, through a representative, complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Miss W was advanced six home collected loans between April 2019 and December 2021. I’ve include... (5 pages)View decision -
Decision Reference DRN-3795690
17 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3795690 The complaint Mr W complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it advanced his loans. What happened Mr W took six home collected loans between January 2019 and September 2019. I’ve included some of the i... (5 pages)View decision -
Decision Reference DRN-3690125
16 Nov 2022 Sovereign Private Clients Limited UpheldPensions and AnnuitiesDRN-3690125 The complaint Mrs M complains about the suitability of the advice provided by Sovereign Private Clients Limited (“Sovereign”) in 2017 to transfer the value of her three personal pension plans (“PPPs”) and safeguarded benefits in two defined benefits pension schemes (“DB schemes... (11 pages)View decision -
Decision Reference DRN-3665785
16 Nov 2022 Swansea Building Society UpheldBanking and PaymentsDRN-3665785 The complaint Ms L complains about the online services from Swansea Building Society (SBS). What happened Ms L had savings accounts with SBS. Beginning in 2021, she had difficulty logging onto SBS’ online systems to access her accounts. There were several conversations and comm... (3 pages)View decision -
Decision Reference DRN-3765347
16 Nov 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3765347 The complaint Mr D is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened On 10 June 2022, Mr D was supplied with a used car through a hire purchase agreement with Startline. He ... (3 pages)View decision
