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-3305704
24 Feb 2022 LEASYS UK LTD UpheldConsumer CreditDRN-3305704 The complaint Mr S complains that he was provided with a car which wasn’t of satisfactory quality under a hire agreement provided by LEASYS UK LTD. What happened Mr S obtained a car using a hire agreement provided by LEASYS in November 2019. The agreement was to run for 36 mont... (5 pages)View decision -
Decision Reference DRN-3303779
24 Feb 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3303779 The complaint Mr B says Casualty & General Insurance Company (Europe) Ltd (CGIC) mis-handled his pet insurance policy and a claim he’d made on it. All references in this decision to CGIC include its appointed administrative agents. What happened Mr B contacted CGIC to claim... (3 pages)View decision -
Decision Reference DRN-3134612
24 Feb 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3134612 The complaint Mrs S says 1Plus1 Loans Limited lent to her irresponsibly. What happened Mrs S took out three guarantor loans from 1Plus 1 Loans. This means they were given on the basis that Mrs S had a guarantor who would be responsible for repaying the loans if she failed to. A... (5 pages)View decision -
Decision Reference DRN-3260356
24 Feb 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3260356 The complaint Mrs M complains that National Westminster Bank Plc (NatWest) closed her bank accounts without proper notice or explanation. This left her unable to access her funds. What happened The facts of this case are well known to both parties and aren’t in dispute. So, I’l... (3 pages)View decision -
Decision Reference DRN-3329428
24 Feb 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3329428 The complaint Mr and Mrs T complained that Tesco Underwriting Limited unfairly cancelled their home insurance policy. What happened Mr and Mrs T had a home insurance policy with Tesco, which they took out in January 2021. In May 2021, Mr and Mrs T were told by the local water c... (2 pages)View decision -
Decision Reference DRN-3333949
24 Feb 2022 Ageas Insurance Limited UpheldInsuranceDRN-3333949 The complaint Mr V complains that Ageas Insurance Limited unfairly declined his claim for his stolen motorbike. What happened Two motorbikes were stolen from Mr V’s garage, one of which was insured by Ageas. Mr V contacted Ageas to make a claim. He told them he had CCTV footage... (3 pages)View decision -
Decision Reference DRN-3333913
24 Feb 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3333913 The complaint Mr R complains about AXA Insurance UK Plc’s handling of a claim under his motor insurance policy. He says it shouldn’t have settled a claim made by another party after his vehicle was involved in an accident. References to AXA include its agents. What happened In... (3 pages)View decision -
Decision Reference DRN-3328389
24 Feb 2022 National House-Building Council UpheldInsuranceDRN-3328389 The complaint Miss L and Mr W complain about NHBC’s handling of a claim under their building warranty policy and about NHBC’s decision to decline that claim. What happened The background to this case is well known to both NHBC and Miss L and Mr W. I’ll summarise the key events ... (15 pages)View decision -
Decision Reference DRN-3333469
24 Feb 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3333469 The complaint Miss F complains that the car she acquired under a hire purchase agreement with BMWFS Financial Services(GB) Limited trading as BMWFS Financial Services (“BMWFS”) was misrepresented to her. She also complains about the fairness of a charge BMWFS applied in relatio... (7 pages)View decision -
Decision Reference DRN-3333747
24 Feb 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3333747 The complaint Mr W is complaining that AvantCredit of UK, LLC irresponsibly lent to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my decis... (2 pages)View decision
