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 128312 results
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Decision Reference DRN-3903170
16 Jan 2023 Salary Finance Loans Limited UpheldConsumer CreditDRN-3903170 The complaint Mr B is unhappy with the service he received from Salary Finance Loan Limited, trading as Salary Finance, surrounding his application for a personal loan. What happened Mr B applied to Salary Finance for a personal loan of £8,000. His application was accepted with... (2 pages)View decision -
Decision Reference DRN-3772668
16 Jan 2023 Aviva Insurance Limited UpheldInsuranceDRN-3772668 The complaint Mr C and Mr S are unhappy with the way Aviva Insurance Limited (“Aviva”) handled their claim under a property owners policy following an escape of water. What happened The circumstances of this complaint are well known to both parties, and largely not in dispute s... (2 pages)View decision -
Decision Reference DRN-3899936
16 Jan 2023 National Westminster Bank Plc UpheldMortgagesDRN-3899936 The complaint Mr H complains that when he asked National Westminster Bank Plc if he could have additional lending on his mortgage, it indicated he could. Mr H said he relied on this in a court hearing, but then NatWest turned him down. What happened Mr H told us he was going th... (5 pages)View decision -
Decision Reference DRN-3893922
16 Jan 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3893922 The complaint Mrs F complains that Blue Motor Finance Limited (“Blue Motor Finance”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In July 2016, Mrs F acquired a used car financed by way of a hire purchase agreement from Blue Mo... (3 pages)View decision -
Decision Reference DRN-3882934
16 Jan 2023 Lloyds Bank PLC UpheldMortgagesDRN-3882934 The complaint Mr and Mrs V complain that Lloyds Bank PLC undervalued their house, for mortgage purposes. And they complain about what happened when they tried to appeal this valuation. What happened Whilst this complaint is brought by both Mr and Mrs V, as the mortgage is in bo... (5 pages)View decision -
Decision Reference DRN-3769884
16 Jan 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-3769884 The complaint Mr and Mrs D complain that AXA PPP Healthcare Limited declined Mrs D’s claim against her private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr and Mrs... (4 pages)View decision -
Decision Reference DRN-3851359
16 Jan 2023 Wakam UpheldInsuranceDRN-3851359 The complaint Mr B and Ms S complain that the settlement offer from Wakam doesn’t cover the cost of repairs to their damaged flooring, under their buildings insurance policy. I will refer to Mr B for ease of reading in my decision. What happened In January 2022 Mr B noticed the... (3 pages)View decision -
Decision Reference DRN-3891556
16 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3891556 The complaint Mrs H is unhappy that Bank of Scotland plc, trading as Halifax, sent mail to her marital home despite her giving clear instructions to Halifax not to do so. What happened Mrs H is going through a divorce and has been the victim of domestic violence. Mrs H approach... (2 pages)View decision -
Decision Reference DRN-3899084
16 Jan 2023 Healthcare Finance Limited UpheldConsumer CreditDRN-3899084 The complaint Miss C is unhappy with Healthcare Finance Limited’s (‘HFL’) response to her claim made to it under Section 75 of the Consumer Credit Act 1974 (‘Section 75’). What happened Miss C purchased cosmetic dental treatment using a fixed sum loan from HFL. However, before ... (8 pages)View decision -
Decision Reference DRN-3748829
16 Jan 2023 Acasta European Insurance Company Limited UpheldInsuranceDRN-3748829 The complaint Mr S is unhappy with how Acasta European Insurance Company Limited handled his guaranteed asset protection (GAP) insurance claim. All references in this decision to Acasta include any of its appointed administrative agents. What happened Mr S contacted his motor i... (3 pages)View decision