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-3279294
14 Apr 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3279294 The complaint Mr R complains that BMW Financial Services (GB) Limited (which I’ll refer to as “Alphera”) provided him with a car which was not of satisfactory quality. What happened In December 2019 Mr R entered into a three-year hire purchase agreement with Alphera. The car ha... (2 pages)View decision -
Decision Reference DRN-3432518
14 Apr 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3432518 The complaint Mrs S and Mr W complain that HSBC UK Bank Plc was unfair not to port their mortgage and refund the early repayment charge (ERC) they paid. They ask that it refunds the ERC. What happened Mrs S and Mr W needed to move to another part of the country. Their mortgage ... (3 pages)View decision -
Decision Reference DRN-3426620
14 Apr 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3426620 Complaint Ms G has complained about a loan AvantCredit of UK, LLC (“Avant Credit”) provided to her. She says the loan was unaffordable. Background Avant Credit provided Ms G with a loan for £6,500.00 in June 2015. This loan was due to be repaid in 60 monthly instalments of just... (3 pages)View decision -
Decision Reference DRN-3431219
14 Apr 2022 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3431219 The complaint Mr K is unhappy with the outcome of his claim against Omni Capital Retail Finance Limited under Section 75 of the Consumer Credit Act 1974 (the ‘Act’) for some allegedly mis-sold solar panels. What happened In November 2017, Mr K bought a solar panel system from a... (5 pages)View decision -
Decision Reference DRN-3379871
14 Apr 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3379871 The complaint Mr M complains that National Westminster Bank Plc wouldn’t refund payments from his account he disputes and also has provided poor service. What happened Mr M contacted NatWest to say he had lost his bank card and to dispute three cash withdrawals for £250 each wi... (5 pages)View decision -
Decision Reference DRN-3408536
14 Apr 2022 Aviva Insurance Limited UpheldInsuranceDRN-3408536 The complaint Mr M complains about how Aviva Insurance Limited handled a claim made on his motor insurance policy. He wants £1,500 compensation for his distress and inconvenience. What happened Mr M’s car was stolen, and he made a claim on his policy. And he asked for a courte... (2 pages)View decision -
Decision Reference DRN-3425185
14 Apr 2022 Insurance Factory Ltd UpheldInsuranceDRN-3425185 The complaint Mrs T has complained Insurance Factory Ltd didn’t warn her effectively about how premiums for lifetime pet policies might increase over the life of the policy. She has complained that her latest renewal premium was far too high. Insurance Factory is represented by... (2 pages)View decision -
Decision Reference DRN-3198403
14 Apr 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3198403 The complaint Mr P is unhappy that Union Reiseversicherung AG declined a claim he made on his travel insurance policy. What happened Mr P took out a single trip insurance travel insurance policy to cover him for a trip between January and June 2020. On 11 March 2020 the World H... (3 pages)View decision -
Decision Reference DRN-3385310
14 Apr 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3385310 The complaint Mr W complains that American Express Services Europe Limited rejected his claim under section 75 Consumer Credit Act 1974 in respect of faulty garden furniture. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-3433418
14 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3433418 The complaint Mr R complains about the way British Gas Insurance Limited handled a claim he made under his home emergency insurance policy. What happened Mr R had a HomeCare policy with British Gas that covered him for repairs to his kitchen appliances in the event of damage or... (3 pages)View decision
