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 370149 results
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Decision Reference DRN-4873741
21 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4873741 The complaint Mr M complains that U K Insurance Limited (UKI) has failed to treat him fairly when handling a claim made on his commercial buildings insurance policy. What happened Mr M notified UKI of a claim for his property via his broker on 19 May 2023. Damage had been ca... (4 pages)View decision -
Decision Reference DRN-4830203
21 Aug 2024 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-4830203 The complaint Miss Y complains that Remitly U.K., Ltd. (“Remitly”) won’t refund money she lost when she fell victim to an employment scam. What happened The detailed background to this complaint is well known to both parties and has also been set out previously by the inves... (2 pages)View decision -
Decision Reference DRN-4896564
21 Aug 2024 LeasePlan UK Limited UpheldConsumer CreditDRN-4896564 The complaint Miss P complains about a car she got under a consumer hire agreement with LeasePlan UK Limited. She says that over time the car has presented several different intermittent faults and this has caused her to lose confidence in it. Background I recently issued ... (4 pages)View decision -
Decision Reference DRN-4829531
21 Aug 2024 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-4829531 The complaint Ms M complains that Tandem Motor Finance Limited trading as 1 st Stop Car Finance (1 st Stop) irresponsibly granted her a hire purchase agreement that she couldn’t afford to repay. Ms M also complains that the interest rate attached to the finance was excessiv... (4 pages)View decision -
Decision Reference DRN-4978706
21 Aug 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4978706 The complaint Mrs F complains that following a claim she made under her caravan insurance policy, contractors appointed by FAIRMEAD INSURANCE LIMITED (Fairmead) caused additional damage. What happened Mrs F has a caravan insurance policy underwritten by Fairmead. A claim wa... (3 pages)View decision -
Decision Reference DRN-4858232
21 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4858232 The complaint Mr R has complained about the service provided by Aviva Insurance Limited (‘Aviva’) under his motor insurance policy following a car accident. For the avoidance of doubt, the term ‘Aviva’ includes reference to its agents, repairers, and representatives in this ... (3 pages)View decision -
Decision Reference DRN-4830072
21 Aug 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4830072 The complaint Mr M is unhappy that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance was of an unsatisfactory quality. What happened In September 2021, Mr M was supplied with a used car through a ... (4 pages)View decision -
Decision Reference DRN-4978651
21 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4978651 The complaint Mr H complains about the way Santander UK Plc handled payments that were made into his account in error. He is also unhappy that Santander closed his account and removed his overdraft facility. What happened The detailed background of this complaint is well kn... (5 pages)View decision -
Decision Reference DRN-4625910
21 Aug 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4625910 The complaint Miss K complains that American Express Services Europe Limited won’t refund her money in relation to flights. What happened Miss K’s credit card account with American Express Services Europe Limited (‘Amex’ for short) was used to pay a company (whi... (3 pages)View decision -
Decision Reference DRN-4947590
21 Aug 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4947590 The complaint Ms M, through her representative, complains that Loans 2 Go Limited lent to her irresponsibly. What happened Ms M took one loan from Loans 2 Go on 10 November 2021. It was for £450 over 18 months at a repayment each month of £92.50. The total to repay was £1,66... (3 pages)View decision
