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 120469 results
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Decision Reference DRN-3469490
9 May 2022 AXA Versicherung Aktiengesellschaft UpheldInsuranceDRN-3469490 The complaint Mrs L complains about how AXA Versicherung Aktiengesellschaft (AXA) settled a claim under her Goods in Transit insurance after her television was broken during a property move. Mrs L is represented in her complaint but I’ll only refer to her in my decision. What h... (5 pages)View decision -
Decision Reference DRN-3468586
9 May 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3468586 The complaint Mrs C complains about the actions of Lloyds Bank PLC when she reported the passing of her husband and switched bank account. Mrs C is being represented in bringing this complaint by a family member, however I have referred to Mrs C throughout this decision. What h... (5 pages)View decision -
Decision Reference DRN-3469326
9 May 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3469326 The complaint Mr K complains that Lloyds Bank PLC blocked his debit card when he attempted to withdraw cash from his bank account. What happened In June 2021, Mr K tried to withdraw £3,000 from a cash desk at a casino using his Lloyds’ debit card but he wasn’t able to access th... (3 pages)View decision -
Decision Reference DRN-3456036
9 May 2022 Ageas Insurance Limited UpheldInsuranceDRN-3456036 The complaint Miss G complains that Ageas Insurance Limited reduced her No Claims Discount (NCD) from seventeen to three years following a fault claim made on her motor insurance policy. What happened Miss G’s car was stolen, and she made a claim on her policy. Miss G hadn’t pr... (2 pages)View decision -
Decision Reference DRN-3283375
9 May 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3283375 The complaint Mrs L complains that Mercedes-Benz Financial services UK Limited trading as Mercedes- Benz Finance (MBFS) didn’t assist when she asked for help with her monthly payments due to being impacted by the coronavirus pandemic (Covid-19). Mrs L also complains about the c... (6 pages)View decision -
Decision Reference DRN-3468732
9 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3468732 The complaint Mr D is unhappy that NewDay Ltd didn’t set up payment holidays on his accounts when he first requested them and that NewDay then reported missed payments on his account to the credit reference agencies. Mr D is also unhappy that NewDay later defaulted his accounts... (6 pages)View decision -
Decision Reference DRN-3425589
9 May 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3425589 The complaint Mr B complains that MotoNovo Finance Limited unfairly applied a charge when he returned a vehicle to it which he’d acquired by way of a hire purchase agreement (HP agreement). What happened Mr B acquired a three year old car by way of a HP agreement from MotoNovo.... (4 pages)View decision -
Decision Reference DRN-3437826
9 May 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3437826 The complaint Mrs B complains that Creation Consumer Finance Ltd won’t refund her the credit remaining on her account after she took out a personal loan. What happened Mrs B took out a personal loan with Creation. While paying back the loan she unfortunately entered financial d... (2 pages)View decision -
Decision Reference DRN-3425681
9 May 2022 Shelby Finance Ltd UpheldConsumer CreditDRN-3425681 The complaint Mr F says Shelby Finance Limited (trading as Dot Dot Loans) irresponsibly lent to him . What happened This complaint is about three instalment loans Shelby provided to Mr F between January 2021 and December 2021. Mr F’s lending history is as follows: Loan Date Tak... (3 pages)View decision -
Decision Reference DRN-3346316
9 May 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3346316 The complaint Mr N is unhappy with the length of time it took Domestic & General Insurance Plc to refund him after he cancelled his policy. What happened Mr N purchased two laptops from a high street retailer and at the same time purchased accidental damage cover which was ... (2 pages)View decision
