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-3332746
24 Feb 2022 Northern Bank Limited UpheldBanking and PaymentsDRN-3332746 Complaint Miss K has complained that Northern Bank Limited (trading “Danske” Bank) unfairly increased the interest rate on her overdraft. She’s said the increased charges would make it make difficult to exit her overdraft. Background One of our investigators looked at Miss K’s ... (3 pages)View decision -
Decision Reference DRN-3271571
23 Feb 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3271571 The complaint Mr S complains that a car acquired with finance from Creation Consumer Finance Ltd wasn’t of satisfactory quality. What happened In August 2020 Mr S was supplied with a car and entered into a hire purchase agreement with Creation. At the point of supply the car wa... (3 pages)View decision -
Decision Reference DRN-3227900
23 Feb 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3227900 The complaint Mr N complains Advantage Insurance Company Limited provided poor customer service when dealing with an erroneous claim against his motor insurance policy. What happened In July 2020 Advantage told Mr N a third-party driver had claimed against his motor insurance p... (3 pages)View decision -
Decision Reference DRN-3290812
23 Feb 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3290812 The complaint Mr M complains that Creation Consumer Finance Ltd failed to remove records of an individual voluntary arrangement from his credit file. What happened In June 2011 Mr M entered into an IVA. Creation was one of his creditors. The IVA ended in January 2020. Mr M says... (2 pages)View decision -
Decision Reference DRN-3332503
23 Feb 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3332503 The complaint Ms A complains that Advantage Insurance Company Limited didn’t pay her enough for her car which was deemed a total loss following an accident, when she claimed on her car insurance policy. Any reference to Advantage includes its agents. What happened Ms A was unfo... (3 pages)View decision -
Decision Reference DRN-3268590
23 Feb 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3268590 The complaint Mr H complained that Madison CF UK Limited trading as 118 118 Money acted irresponsibly when it gave him unaffordable loans. What happened Mr H took out three loans with 118 118 Money as follows: Loan Date taken Loan amount Scheduled term Monthly repayment Total r... (4 pages)View decision -
Decision Reference DRN-3305054
23 Feb 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3305054 The complaint Mrs Q complains about the quality of a bed she bought through a finance agreement with Creation Consumer Finance Ltd (“Creation”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on ... (2 pages)View decision -
Decision Reference DRN-3320391
23 Feb 2022 U K Insurance Limited UpheldInsuranceDRN-3320391 The complaint Ms E is unhappy that U K Insurance Limited (UKI) has declined to consider her claim without further evidence from her to substantiate it. She’s also unhappy with the service she received from UKI. Any reference to UKI includes all its agents. What happened Ms E ha... (8 pages)View decision -
Decision Reference DRN-3321197
23 Feb 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3321197 The complaint Mr S complains that American Express Services Europe Limited (AESEL) (“Amex”) acted unfairly when it declined a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened On 20 September 2020 Mr S purchased a bike from a retailer that... (4 pages)View decision -
Decision Reference DRN-3188791
23 Feb 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3188791 The complaint Ms G complained that 1Plus1 Loans Limited trading as 1Plus1 Loans lent to her irresponsibly and provided her with an unaffordable loan. What happened Ms G was given a loan by 1Plus1 as follows: Date taken Loan status Number of monthly instalments Loan amount Month... (4 pages)View decision
