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 380824 results
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Decision Reference DRN-5125082
7 Nov 2024 Drayton Ins. Limited Not upheldInsuranceDRN-5125082 The complaint Mr R complains Drayton Ins. Limited, an insurance broker, provided poor advice when he bought a commercial insurance policy to cover his farm, which led to him being underinsured. What happened The background to this complaint is well known to both parties, so ... (7 pages)View decision -
Decision Reference DRN-5127298
7 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5127298 The complaint Ms R is complaining about NewDay Ltd trading as Aquacard because she says it lent irresponsibly by providing her with a credit card and then going on to increase the credit limit. What happened In June 2021, Ms R opened a credit card account with NewDay with an... (4 pages)View decision -
Decision Reference DRN-4821409
7 Nov 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4821409 The complaint Mr and Mrs J complain FAIRMEAD INSURANCE LIMITED (“Fairmead”) unfairly declined a claim they made on their holiday home insurance policy following an escape of water at their holiday let property. What happened On 19 December 2022 Mr and Mrs J visited their ren... (4 pages)View decision -
Decision Reference DRN-5078043
7 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-5078043 The complaint Mr S complains that Close Brothers Limited trading as Close Brothers Motor Finance (CBMF) was irresponsible in its lending to him. He wants all interest and charges he has paid under his conditional sale agreement refunded along with interest. Mr S is represent... (3 pages)View decision -
Decision Reference DRN-5113802
7 Nov 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5113802 The complaint Miss B complains that Startline Motor Finance Limited supplied her with a car that wasn’t of satisfactory quality. What happened In February 2023, Miss B acquired a used car using a hire purchase agreement from Startline. The cash price of the car was £29,980. ... (5 pages)View decision -
Decision Reference DRN-4793470
7 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4793470 The complaint Ms M and Mr N are unhappy Lloyds Bank PLC won’t reimburse them for the money they lost when Ms M fell victim to a scam. What happened Ms M and Mr N are represented in this complaint by a claims management company, for simplicity I will refer to Ms M and Mr N t... (3 pages)View decision -
Decision Reference DRN-5131167
7 Nov 2024 Zurich Insurance Company Ltd UpheldInsuranceDRN-5131167 The complaint Miss W has complained about Zurich Insurance Company Limited’s decision to avoid her motor insurance policy and reject her claim for damage to her vehicle because of this. This complaint was originally set up against KGM Underwriting Services Limited. But as KG... (4 pages)View decision -
Decision Reference DRN-4977928
7 Nov 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4977928 The complaint Mr S complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) acted unfairly when it terminated a hire purchase agreement in February 2024. What happened Mr S entered into a hire purchase agreement with Oodle in December 2019. Unde... (3 pages)View decision -
Decision Reference DRN-5114044
7 Nov 2024 esure Insurance Limited Not upheldInsuranceDRN-5114044 The complaint Mr O has complained about the service he has received under his motor policy from esure Insurance Limited following a claim made by a passenger on a bus. He’s particularly complained that his premium for his motor policy has increased significantly. What happe... (4 pages)View decision -
Decision Reference DRN-5091591
7 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5091591 The complaint Mrs A complains, as holder of a Power of Attorney (POA) on behalf of Mr A, that Lloyds Bank PLC wouldn’t add her to his bank account to replace their daughter as account holder. What happened Mrs A has POA for Mr A which Lloyds recorded in 2020 and Mr A held a... (3 pages)View decision
