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 120614 results
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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 -
Decision Reference DRN-3468488
9 May 2022 HSBC UK Bank Plc UpheldInsuranceDRN-3468488 The complaint S (a business) complains that HSBC UK Bank Plc did not fairly compensate it for mis-selling payment protection insurance (‘PPI’) to it alongside an overdraft. S has made more than one PPI complaint about HSBC. To be clear, this decision refers to the PPI sold to p... (3 pages)View decision -
Decision Reference DRN-3442683
9 May 2022 Zurich Insurance PLC UpheldInsuranceDRN-3442683 The complaint Mr L complains about how Zurich Insurance PLC have investigated the theft of his car, in particular about how they conducted a telephone interview with him on 31 March 2021. He also complains that his claim is still outstanding. What happened Mr L had motor insura... (6 pages)View decision -
Decision Reference DRN-3437832
9 May 2022 Aviva Insurance Limited UpheldInsuranceDRN-3437832 The complaint V complains about how Aviva Insurance Limited settled a claim it made on its mini fleet insurance policy. Reference to Aviva includes its agents What happened V holds a mini fleet insurance policy with Aviva. When one of its vehicles was stolen, it made a claim to... (2 pages)View decision -
Decision Reference DRN-3468273
9 May 2022 QIC Europe Ltd UpheldInsuranceDRN-3468273 The complaint Mr R, trading as C, complains that QIC Europe Ltd declined a business interruption claim. What happened In March 2020, the Government announced restrictions to combat the spread of Covid-19. These restrictions had a significant impact on C because they were requir... (11 pages)View decision -
Decision Reference DRN-3465931
9 May 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3465931 The complaint Mr and Mrs M complain because Great Lakes Insurance SE (‘Great Lakes’) hasn’t paid a claim for a cancelled holiday under their travel insurance policy. All references to Great Lakes include the agents it has appointed to administer claims on its behalf. What happe... (4 pages)View decision
