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 370903 results
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Decision Reference DRN-4886837
3 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4886837 The complaint Mr G complains Creation Consumer Finance Ltd (“Creation”) hasn’t treated him fairly in connection with a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened The background to Mr G’s complaint, and my initial findings on it, can... (9 pages)View decision -
Decision Reference DRN-4649795
3 Jul 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4649795 The complaint Miss O complains about the charges RCI Financial Services Limited t/a Nissan Financial Services (“RCI”) applied when she returned a car after her hire agreement ended. What happened Miss O entered into a 36 month hire agreement in October 2020. Although the agreem... (3 pages)View decision -
Decision Reference DRN-4719658
3 Jul 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4719658 The complaint Mr B complains about the quality of a car supplied to him by Moneybarn No. 1 Limited (“Moneybarn”). What happened Mr B acquired a used car under a conditional sale agreement with Moneybarn in July 2023. The car cost around £12,095. Mr B paid a deposit of £1,500. U... (3 pages)View decision -
Decision Reference DRN-4795580
3 Jul 2024 CIGNA Life Insurance Company of Europe SA-NV Not upheldInsuranceDRN-4795580 The complaint Mr and Mrs S are unhappy that CIGNA Life Insurance Company of Europe SA-NV (CIGNA) declined their private medical insurance policy claim and that an exclusion was applied to the contract. Any reference to CIGNA includes all its agents. What happened Mr and Mrs S r... (4 pages)View decision -
Decision Reference DRN-4750111
3 Jul 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4750111 The complaint Mr W has complained about Liverpool Victoria Insurance Company Limited trading as LV. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. What happened Mr W made a claim under his motor... (2 pages)View decision -
Decision Reference DRN-4886931
3 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4886931 The complaint Mr B has complained that Haven Insurance Company Limited recorded a fault claim against him when it didn’t carry out an adequate investigation into a claim he made under his motor insurance policy. What happened The background to this complaint is well known to Mr... (2 pages)View decision -
Decision Reference DRN-4634749
3 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4634749 The complaint Mr and Mrs G have complained that Santander UK Plc (“Santander”) will not refund the money they lost as the result of a scam. As Mr G was the person in contact with the scammer and he brought and led this complaint, I will mostly refer to him throughout this decis... (4 pages)View decision -
Decision Reference DRN-4885201
3 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4885201 The complaint Mrs J complains that Clydesdale Bank Plc, trading as Virgin Money (“Clydesdale”), lent to her irresponsibly when it gave her a credit card that she says she couldn’t afford. What happened Mrs. J took out a credit card with Clydesdale in December 2016. It had a cre... (3 pages)View decision -
Decision Reference DRN-4857272
3 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4857272 The complaint Mr P complains about delays and poor claim handling by Admiral Insurance (Gibraltar) Limited (Admiral) following damage caused by an escape of water, under his home buildings insurance policy. What happened In December 2022 a pipe burst in Mr P’s home causing wide... (4 pages)View decision -
Decision Reference DRN-4314177
3 Jul 2024 Plus500UK Ltd Not upheldInvestmentsDRN-4314177 The complaint Mrs M complains that Plus500UK Ltd (‘Plus500’) unfairly restricted her contracts for difference (CFD) trading account, stopping her from making deposits. She says that those restrictions resulted in her incurring avoidable losses. Mrs M would now like Plus500 to r... (4 pages)View decision
