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 601 results
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Decision Reference DRN-5070360
9 Oct 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-5070360 The complaint Mr and Mrs M complain about the way Hastings Insurance Services Limited handled their home insurance renewal (Hastings arranged cover for them, rather than providing it). As Mr M has been the main correspondent on the complaint, for ease I’ve only referred to h... (3 pages)View decision -
Decision Reference DRN-4198897
20 Jun 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4198897 The complaint Ms P complains that Hastings Insurance Services Limited (“Hastings”) sent her car insurance policy renewal information to a third party. What happened Ms P moved address in 2021 and reported this to Hastings so they could update their records. Ms P says, in 2022, ... (3 pages)View decision -
Decision Reference DRN0691381
10 Jan 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Miss B and Mr F are unhappy that Hastings Insurance Services Limited has declined a claim on their multicar insurance policy.backgroundMiss B’s car’s windscreen was damaged. A claim was made on Miss B and Mr F’s multicar policy. But Hastings declined it saying Mr F’s ... (3 pages)View decision -
Decision Reference DRN1407329
19 Sep 2013 Loans Direct UK Limited UpheldBanking and creditMs K complains that a brokerage fee, incorrectly charged by Loans Direct UK Limited, has caused her to incur bank charges and phone costs. backgroundMs K joined Loans Direct’s membership scheme in September 2012 and paid a fee. The fee was refunded by chargeback later that month but th... (1 page)View decision -
Decision Reference DRN6063175
22 Oct 2013 Anthony Grant Clayton UpheldBanking and creditMr V complains that Anthony Grant Clayton, trading as Wentworth Direct Finance, took a payment from his account when it was not authorised to do so. backgroundMr V asked Wentworth Direct Finance to find him a loan. He says that he was told that he was guaranteed a loan and that the fee... (1 page)View decision -
Decision Reference DRN0567639
22 Oct 2013 Anthony Grant Clayton UpheldBanking and creditMr C complains about the fee that Anthony Grant Clayton, trading as Wentworth Direct Finance, has charged him for its services. backgroundMr C asked Wentworth Direct Finance to find him a loan. It contacted him to confirm that a loan application had been successful, and, after confirmi... (1 page)View decision -
Decision Reference DRN5168202
1 Oct 2013 Shop Direct Finance Company Limited Not upheldBanking and creditMs S complains about the outstanding balance shown on her account with Shop Direct Finance Company Limited.backgroundMs S ordered some goods from Shop Direct in March 2011 on buy now, pay later terms. The price of the goods needed to be repaid by March 2012 or interest would be charged... (1 page)View decision -
Decision Reference DRN7392909
29 Sep 2016 Blue Finance Management Limited UpheldBanking and creditMiss C complains that Blue Finance Management Limited, trading as Debt Plan Direct, hasn’t paid her the agreed settlement amount of £621. She is being helped with her complaint by a representative.backgroundDebt Plan Direct made a settlement offer to Miss C of £621 in Mar... (1 page)View decision -
Decision Reference DRN0338510
7 Jan 2014 Loans Direct UK Limited UpheldBanking and creditMr S complains that Loans Direct UK Limited charged him a fee but did not provide any services to him and has not refunded the fee to him. backgroundMr S applied to Loans Direct for a loan in June 2012. He was told that his application had been accepted and a fee of £49.99 was charg... (1 page)View decision -
Decision Reference DRN7393109
5 Sep 2013 Shop Direct Finance Company Limited Not upheldBanking and creditMiss F complains that Shop Direct Finance Company Limited’s online account summary is misleading and inaccurate and that Shop Direct prices items on the basis of weekly payments but does not accept weekly payments.backgroundMiss F had an account with Shop Direct. She made weekly payment... (1 page)View decision
