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 384133 results
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Decision Reference DRN-5959353
27 Nov 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5959353 The complaint Mrs S complains about the quality of a car that was supplied through a hire purchase agreement with Marsh Finance & Commercial Limited (MFCL). Mrs S has been represented on this complaint. But to keep things simple I’ll only refer to Mrs S in my decision. W... (4 pages)View decision -
Decision Reference DRN-5756438
27 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5756438 The complaint Miss H has complained about the way a claim she made following a burglary was handled by Admiral Insurance (Gibraltar) Limited. She also complained about the way it communicated with her about missed payments under her home insurance policy. All reference to th... (3 pages)View decision -
Decision Reference DRN-5972432
27 Nov 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5972432 The complaint Mr G is unhappy with how his claim was handled by Zurich Insurance PLC (“Zurich”) under his home insurance policy and he’s not happy the claim was declined. What happened Mr G was a leaseholder of a council-managed property. And this property was covered by a b... (2 pages)View decision -
Decision Reference DRN-5981115
27 Nov 2025 OneSavings Bank Plc UpheldMortgagesDRN-5981115 The complaint Mr C and Ms C complain that OneSavings Bank Plc trading as Kent Reliance unfairly reported adverse data regarding a buy to let mortgage to the credit reference agencies. Mr C and Ms C ask that Kent Reliance removes the adverse data from their credit files. What... (4 pages)View decision -
Decision Reference DRN-5959920
27 Nov 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5959920 The complaint Mrs G complains that My Finance Club Limited trading as Ondal.co.uk didn’t treat her fairly when she got into difficulties repaying her loan. What happened Mrs G took out a short-term loan with Ondal on 13 May 2025 for the value of £400. The total loan balance... (2 pages)View decision -
Decision Reference DRN-5784923
27 Nov 2025 Scottish Widows Limited Not upheldInsuranceDRN-5784923 The complaint Mr P is unhappy that Scottish Widows Limited have declined a claim on his Life and Critical Illness Policy. What happened Mr P claimed on his Life and Critical Illness policy following health issues which include a retinal vein occlusion, inflammatory arthritis... (3 pages)View decision -
Decision Reference DRN-5819479
27 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5819479 The complaint Mr B complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AmEx) registered a default against his credit card account in error, and that it failed to contact him about the account while continuing to charge interest. What happened Mr B held a credit card wit... (4 pages)View decision -
Decision Reference DRN-5806346
27 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5806346 The complaint Mr W has complained about the market value Ageas Insurance Limited offered to settle a theft claim he made under his car insurance policy. All reference to the insurer Ageas in my decision includes agents acting on its behalf. What happened Mr W’s car was unfor... (2 pages)View decision -
Decision Reference DRN-5726540
27 Nov 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5726540 The complaint Ms B is unhappy with several aspects of the service that she’s received from Barclays Bank UK PLC, trading as Tesco Bank, surrounding an account balance write-off request she made to them. What happened Ms B has a personal loan with Tesco that was defaulted, an... (3 pages)View decision -
Decision Reference DRN-5944427
27 Nov 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5944427 The complaint Mr A and Mrs K have complained about the service provided by Fortegra Europe Insurance Company Ltd (‘Fortegra’) under their furniture insurance policy. For the avoidance of doubt, the term ‘Fortegra’ includes reference to its agents and contractors for the purp... (3 pages)View decision
