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 365917 results
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Decision Reference DRN-5148340
14 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5148340 The complaint Mr K’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (... (11 pages)View decision -
Decision Reference DRN-5113167
14 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5113167 The complaint Ms K complains that American Express Services Europe Limited won’t refund to her the money that she paid for a mobile phone and about the default that it’s recorded on her credit file. What happened Ms K used her American Express charge card in March 2022 to pa... (3 pages)View decision -
Decision Reference DRN-4978222
14 Nov 2024 The New India Assurance Company Limited Not upheldInsuranceDRN-4978222 The complaint Mr M has complained that The New India Assurance Company Limited (NIA) unfairly declined a claim under a home insurance policy. What happened Mr M contacted NIA when he found water entering a bedroom at his property. Mr M provided NIA with a quote for the work... (3 pages)View decision -
Decision Reference DRN-5116020
14 Nov 2024 HDI Global Specialty SE UpheldInsuranceDRN-5116020 The complaint Mr G has complained about the amount HDI Global Specialty SE (HDI Global) has paid in settlement of his claim under his vehicle hire insurance policy. Any reference to HDI Global includes its agents. What happened Mr G’s vehicle, which he used as a taxi, was da... (2 pages)View decision -
Decision Reference DRN-5050090
14 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5050090 The complaint Mr A complains about Liverpool Victoria Insurance Company Limited’s (‘LV) decline of his landlord’s buildings insurance policy. Any reference to LV includes the actions of their appointed agents. This is because LV accept they are responsible for the actions of... (3 pages)View decision -
Decision Reference DRN-5148190
14 Nov 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-5148190 The complaint Mrs B is unhappy with the service she received from HSBC UK Bank Plc surrounding her right to withdraw from a personal loan. What happened On 18 December 2023, Mrs B successfully applied to HSBC for a £10,000 personal loan, and she received the loan funds that... (3 pages)View decision -
Decision Reference DRN-5104098
14 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5104098 The complaint Miss H complains that NewDay Ltd trading as Aqua recorded missed payments on her credit file whilst she was on a payment holiday. What happened Miss H holds a credit card account with NewDay. On 10 January 2024 Miss H contacted NewDay and advised them that she ... (3 pages)View decision -
Decision Reference DRN-5145980
14 Nov 2024 Topaz Finance Limited Not upheldMortgagesDRN-5145980 The complaint Mr and Mrs C complain that Topaz Finance Limited (trading as Hessonite Mortgages) keeps contacting them about a mortgage debt they don’t believe they owe. What happened Mr and Mrs C had a mortgage with another provider. That provider wrote to them in late 2023... (3 pages)View decision -
Decision Reference DRN-4798129
14 Nov 2024 QIC Europe Ltd UpheldInsuranceDRN-4798129 The complaint Miss W complains QIC Europe Ltd failed to provide a satisfactory repair to her kitchen. QIC’s been represented by agents for the claim and complaint. For simplicity I’ve generally referred to the agents’ actions as being QIC’s own. What happened Miss W’s prop... (3 pages)View decision -
Decision Reference DRN-4613895
14 Nov 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4613895 The complaint Miss O complains that Specialist Motor Finance Limited (“SMFL”) has caused her credit rating to worsen when it incorrectly applied missed payment markers to her file. She wants the entries removing and would like to be compensated for the distress it’s caused. ... (5 pages)View decision
