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 119142 results
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Decision Reference DRN-3351808
16 Mar 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3351808 The complaint Mrs B complains about Creation Consumer Finance Ltd’s handling of her Catalogue Shopping Account. What happened The details of the complaint are well known to both parties, so I won’t repeat them in detail here. The following is a summary of the events that led to... (2 pages)View decision -
Decision Reference DRN-3298189
16 Mar 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3298189 The complaint Miss D’s complaint is about Casualty & General Insurance Company (Europe) Ltd’s (“C & G”) refusal of her claim under her pet insurance policy. What happened On 30 April 2021, Ms D took her dog for a walk. As she was crossing a road to avoid a larger dog co... (3 pages)View decision -
Decision Reference DRN-3375517
16 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3375517 The complaint Miss R complains that she was given incorrect information by Barclays Bank UK PLC trading as Barclaycard when she asked for help during the pandemic. What happened The background to this complaint and my initial conclusions were set out in my provisional decision.... (4 pages)View decision -
Decision Reference DRN-3226188
16 Mar 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3226188 The complaint Mr S complains that Startline Motor Finance Limited (SMFL) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In May 2016, Mr S acquired a used car financed by a hire purchase agreement from SMFL. Mr S paid a £600 deposi... (2 pages)View decision -
Decision Reference DRN-3142218
16 Mar 2022 Aviva Insurance Limited UpheldInsuranceDRN-3142218 The complaint Miss W is unhappy with the way Aviva Insurance Limited (Aviva) handled her claim following an escape of water in her kitchen. Miss W had home insurance with Aviva, including buildings and contents. What happened Briefly, Aviva accepted Miss W’s claim for damage to... (5 pages)View decision -
Decision Reference DRN-3207942
16 Mar 2022 Studio Retail Limited UpheldConsumer CreditDRN-3207942 The complaint Miss G says Studio Retail Limited (“Studio Retail”) irresponsibly lent to her. She has requested that interest and late payment charges she paid on the two accounts from February 2017– being a Studio and an Ace account - be refunded. What happened This complaint i... (4 pages)View decision -
Decision Reference DRN-3375650
16 Mar 2022 Arrow Global Limited UpheldConsumer CreditDRN-3375650 The complaint Mr V has complained about Arrow Global Limited defaulting his account. What happened This complaint surrounds a credit card account which was sold on to Arrow Global in September 2019. Mr V says he didn’t receive the letter where the original creditor confirmed th... (3 pages)View decision -
Decision Reference DRN-2972352
16 Mar 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-2972352 The complaint Mr C is seeking to recover £307,776 from Clydesdale Bank Plc (“Clydesdale”), which he lost from his account as the result of a third-party scam. Clydesdale says it is not liable for the loss because Mr C unwittingly authorised the payment himself — and it could no... (6 pages)View decision -
Decision Reference DRN-3361890
16 Mar 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3361890 Complaint Miss P has complained about a loan AvantCredit of UK, LLC (“Avant Credit”) provided to her. She says the loan was provided at a time when she was already struggling and couldn’t afford the payments. Background Avant Credit provided Miss P with a loan for £3,600.00 in ... (3 pages)View decision -
Decision Reference DRN-3374861
16 Mar 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3374861 The complaint Mr K complains about Admiral Insurance (Gibraltar) Limited’s handling of his claim involving a leaking pipe under his home insurance policy. What happened In September 2021 Mr K noticed a leak at his home. He contacted Admiral in November to report the problem. Th... (6 pages)View decision
