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 121262 results
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Decision Reference DRN-3355674
7 Apr 2022 National Westminster Bank Plc UpheldMortgagesDRN-3355674 The complaint Miss W complains that National Westminster Bank Plc (“NatWest”) didn’t update her address when she asked it to, which had an adverse effect on her credit file. What happened The details of this complaint are well-known to both parties, so I don’t intend to repeat ... (3 pages)View decision -
Decision Reference DRN-3377186
7 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3377186 The complaint The complaint Mrs H has complained that British Gas Insurance Limited (‘British Gas’) damaged her fire whilst carrying out a service under her home care insurance policy. What happened In July 2021, a British Gas engineer attended Mrs H’s property to carry out an ... (5 pages)View decision -
Decision Reference DRN-3334959
7 Apr 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3334959 The complaint Miss C complains about the quality of a car she has been financing through an 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 foc... (3 pages)View decision -
Decision Reference DRN-3155454
7 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3155454 The complaint Mr C is unhappy that Everyday Lending Limited trading as Everyday Loans (ELL) provided him with a loan that he couldn’t afford to repay. What happened In August 2018, ELL agreed to lend Mr C £3,000, repayable over 36 months. The APR was 149.3%, the total amount re... (3 pages)View decision -
Decision Reference DRN-3400873
7 Apr 2022 U K Insurance Limited UpheldInsuranceDRN-3400873 The complaint Mr W, Mr W, and Miss W complain on behalf of the late Mr W about U K Insurance Limited (“UKI”) and its handling of a subsidence claim. The policy in this case was held by the late Mr W. As Miss W has led this complaint with this Service, and represented Mr W in ma... (3 pages)View decision -
Decision Reference DRN-3392422
7 Apr 2022 Skyline Direct Limited UpheldConsumer CreditDRN-3392422 The complaint Miss P complains that Skyline Direct Limited (Skyline) provided her with loans she couldn’t afford to repay. She says, at the time she had multiple other loans with other lenders and until the final two loans she wasn’t asked for any evidence of her income. What h... (6 pages)View decision -
Decision Reference DRN-3361546
7 Apr 2022 AWP P&C SA UpheldInsuranceDRN-3361546 The complaint Miss H and Mr P complain that AWP P&C SA (AWP) has refused their claim for a cancelled trip under their travel insurance policy. Any reference to AWP also includes its agents. What happened Miss H and Mr P took out an annual multi trip travel policy with AWP i... (3 pages)View decision -
Decision Reference DRN-3418519
6 Apr 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3418519 The complaint Mrs S complains that a car acquired with finance from Mercedes Benz Financial Services UK Limited wasn’t of satisfactory quality. What happened In December 2018 Mrs S was supplied with a car and entered into a contract purchase agreement with MBFS. Mrs S experienc... (2 pages)View decision -
Decision Reference DRN-3392686
6 Apr 2022 Gresham Insurance Company Limited UpheldInsuranceDRN-3392686 The complaint Mr L complained that his claim was unfairly declined by Gresham Insurance Company Limited (“Gresham”) under his home contents policy. What happened Mr L made a claim on his contents policy following water damage in his home. Gresham settled most of Mr L’s claim bu... (2 pages)View decision -
Decision Reference DRN-3266843
6 Apr 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3266843 The complaint Miss S complains that Barclays Bank UK PLC (Barclays) unfairly declined her application for a credit card, and then encouraged her to apply again telling her it wouldn't impact her credit score. Miss S is represented on this case by her father, but for ease o... (3 pages)View decision
