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 118878 results
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Decision Reference DRN-3389649
29 Apr 2022 U K Insurance Limited UpheldInsuranceDRN-3389649 The complaint Mr and Mrs W complain that UK Insurance Limited (“UKI”) has unfairly declined to pay their travel insurance claim. What happened Mr and Mrs W have travel insurance as a benefit through their bank account. In 2019 they booked a trip abroad, including flights and ac... (5 pages)View decision -
Decision Reference DRN-3427507
29 Apr 2022 Premier Insurance Company Limited UpheldInsuranceDRN-3427507 The complaint Mr M’s representative complains on his behalf that Premier Insurance Company Limited (Premier) handled a claim on his motor insurance policy with avoidable delays and without keeping him updated. References to Mr M or his representative will include the other. The... (3 pages)View decision -
Decision Reference DRN-3396714
29 Apr 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3396714 The complaint Mr P has complained through a representative that AvantCredit of UK, LLC (AvantCredit) mis-sold him a loan that he couldn’t afford to repay. What happened On 4 April 2016 AvantCredit provided Mr P with a loan of £1,000. The loan was repayable over 24 months with a... (4 pages)View decision -
Decision Reference DRN-3372533
29 Apr 2022 Short Term Finance Limited UpheldConsumer CreditDRN-3372533 The complaint Ms G (through a representative) complains Short Term Finance Limited (STF) gave her loans that she couldn’t afford to repay. What happened In total Ms G was advanced at least 17 home collected loans between April 2014 and November 2019. I’ve included some of the i... (7 pages)View decision -
Decision Reference DRN-3317541
28 Apr 2022 British Gas Services Limited UpheldInsuranceDRN-3317541 The complaint Mrs G has complained about how British Gas Services Limited (British Gas) dealt with a claim under a boiler warranty. I’m aware Mrs G is represented in this case but, for ease, I will only refer to Mrs G. What happened Mrs G had a new boiler installed by British G... (3 pages)View decision -
Decision Reference DRN-3170948
28 Apr 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3170948 The complaint Mr S complains about the way American Express Services Europe Limited (AESEL) – I’ll refer to it as American Express – handled a chargeback claim he sought to make when he couldn’t go on holiday during the Covid-19 pandemic. What happened Mr S used his American Ex... (3 pages)View decision -
Decision Reference DRN-3393473
28 Apr 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3393473 The complaint Miss H complains about how Barclays Bank UK PLC dealt with a direct debit indemnity. What happened Miss H says she bought an item for £1,225 via a business I will call “P”. She says she asked Barclays to raise a dispute for the payment in April 2021, but it raised... (2 pages)View decision -
Decision Reference DRN-3401600
28 Apr 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3401600 The complaint Miss J complains Creation Consumer Finance Ltd lent to her irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my decisi... (2 pages)View decision -
Decision Reference DRN-3098650
28 Apr 2022 PCF Bank Limited UpheldConsumer CreditDRN-3098650 The complaint Mr G complains that the motorhome he acquired through a conditional sale agreement with PCF Bank Limited (“PCF”) wasn’t of satisfactory quality. He wants the cost of the repairs he had carried out to be refunded. What happened Mr G entered a conditional sale agree... (5 pages)View decision -
Decision Reference DRN-3342271
28 Apr 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3342271 The complaint Mrs O complains about the way that BMW Financial Services (GB) Limited, trading as Mini Financial Services, has dealt with the partial early repayment that she made towards a hire purchase agreement under which a car had been supplied to her. Her husband is also i... (6 pages)View decision
