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 383541 results
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Decision Reference DRN-5457713
4 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5457713 The complaint Miss W has complained about the way her motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), dealt with a claim that was made on her policy by a third party. What happened I issued a provisional decision regarding this complaint last month where I... (6 pages)View decision -
Decision Reference DRN-5435557
4 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5435557 The complaint Miss C says National Westminster Bank Plc irresponsibly let to her. What happened Miss C took out a £6,000 loan over 60 months from NatWest on 23 November 2023. The monthly repayments were £181.35 and the total repayable was £10,881. Miss C says her expenses al... (3 pages)View decision -
Decision Reference DRN-5375508
4 Apr 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5375508 The complaint Miss F has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave her a loan that she couldn’t afford to repay because she was left with insufficient funds each month. What happened A summary of Miss F’s borrowing can be found below. loan ... (5 pages)View decision -
Decision Reference DRN-5449511
4 Apr 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5449511 The complaint Mr and Mrs A’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (16 pages)View decision -
Decision Reference DRN-5371756
4 Apr 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5371756 The complaint Mr S complains that Shawbrook Bank Limited was irresponsible in its lending to him. What happened Mr S was provided with a £25,000 loan by Shawbrook in March 2022. The loan term was 84 months and Mr S was required to make monthly repayments of around £405. Mr S... (3 pages)View decision -
Decision Reference DRN-5381936
4 Apr 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5381936 The complaint Miss F complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her a loan she couldn’t afford to repay. What happened A summary of Miss F’s borrowing can be found below. loan number loan amount agreement date repayment date number monthly instal... (4 pages)View decision -
Decision Reference DRN-5184478
4 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5184478 The complaint Mr F is unhappy with how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) handled a claim under Section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Around October 2023, Mr F paid a clinic I’ll refer to as ‘D’ £1,200 for a course of ha... (4 pages)View decision -
Decision Reference DRN-5368977
4 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5368977 The complaint Mrs B complains that Liverpool Victoria Insurance Company Limited trading as LV (LV) unfairly declined a claim she made on a home insurance policy. What happened Mrs B held a home insurance policy with LV. Following an incident where the police attended her hom... (2 pages)View decision -
Decision Reference DRN-5365888
4 Apr 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5365888 The complaint Mr S complains about Advantage Insurance Company Limited (Advantage).declining to cover a dashcam under his motor insurance policy, which he said was taken from his vehicle while at a salvage yard following an accident. References to Advantage in this decision... (3 pages)View decision -
Decision Reference DRN-5453736
4 Apr 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5453736 The complaint Mr F has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In September 2023 Mr F entered into a two-year fixed sum loan agreeme... (5 pages)View decision
