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 360982 results
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Decision Reference DRN-5222140
8 Jan 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5222140 The complaint Mr H says Chetwood Financial Limited, trading as LiveLend, irresponsibly lent to him. What happened Mr H took out a loan from LiveLend for £10,000 over 60 months on 10 February 2020. The monthly repayments were £261.90 and the total repayable was £15,714.04. He... (3 pages)View decision -
Decision Reference DRN-5198020
8 Jan 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5198020 The complaint Mr W complains Advantage Insurance Company Limited didn’t provide a premium refund when he cancelled his motor insurance policy. Mr W’s been represented for the complaint. For simplicity I’ve referred to the representative’s actions as being Mr W’s own. What ... (3 pages)View decision -
Decision Reference DRN-4804869
8 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-4804869 The complaint Miss M complains about the quality of a used car she acquired through a hire purchase agreement with Black Horse Limited (‘Black Horse’). Miss M says that the car was sold to her with a faulty gearbox and so she thinks it isn’t of satisfactory quality. What ha... (4 pages)View decision -
Decision Reference DRN-5129875
8 Jan 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5129875 The complaint Mr H complains that Fortegra Europe Insurance Company Ltd has declined a claim he made under his furniture insurance policy. Reference to Fortegra includes its representatives and agents. What I’ve decided – and why I’ve considered all the available evidence ... (2 pages)View decision -
Decision Reference DRN-5038317
7 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5038317 The complaint Miss C complains that Moneybarn No. 1 Limited should have done more to help her before terminating the conditional sale agreement under which a car had been supplied to her. She’s being helped with her complaint by a representative who lives with her. What happ... (3 pages)View decision -
Decision Reference DRN-5045212
7 Jan 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5045212 The complaint Mr K has complained, through his representatives, that The Prudential Assurance Company Limited (‘Prudential)’ undertook insufficient due diligence when transferring his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in 2017. Mr ... (5 pages)View decision -
Decision Reference DRN-5245392
7 Jan 2025 British Gas Insurance Limited UpheldInsuranceDRN-5245392 The complaint Mr C is unhappy that British Gas Insurance Limited (“BG”) unnecessarily advised him to have a power flush. What happened The background to this complaint is well-known to both parties and has been shared throughout our investigation. I’ve set out a summary of w... (5 pages)View decision -
Decision Reference DRN-5133766
7 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5133766 The complaint N is a company and is represented in bringing this complaint by Mr H. He complains that Starling Bank Limited refused to accept a payment from one of N’s customers and that it did not explain that might happen. What happened In May 2024 N sent an invoice for £1... (2 pages)View decision -
Decision Reference DRN-5202821
7 Jan 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5202821 The complaint Mr C is unhappy about his private medical insurance policy with AXA PPP Healthcare Limited (AXA). What happened Mr C has a global private medical insurance policy. AXA is the underwriter. In November 2023, Mr C requested a copy of his policy document with AXA. ... (2 pages)View decision -
Decision Reference DRN-5180937
7 Jan 2025 Lendable Ltd UpheldConsumer CreditDRN-5180937 The complaint Mr A complains about issues with Lendable Ltd (trading as Zable) when he applied for a loan. What happened Mr A says he applied for a loan with Zable on 27 June 2024 and was initially offered £9,400, which was revised to £9,200 on receipt of his payslip. He sa... (3 pages)View decision
