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 365917 results
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Decision Reference DRN-5191914
6 Dec 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5191914 The complaint Mrs R is unhappy Red Sands Insurance Company (Europe) Limited turned down a claim she made on her pet insurance policy. What happened In May 2024 Mrs R made a pre-authorisation request to Red Sands for the removal of a mass affecting her dog. Red Sands turned d... (3 pages)View decision -
Decision Reference DRN-5161661
6 Dec 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5161661 The complaint Mr H complains that Vanquis Bank Limited lent irresponsibly when it approved two credit card applications he made. Mr H also complains Vanquis increased the credit limit on one of the credit cards. What happened Mr H applied for a credit card with Vanquis in S... (4 pages)View decision -
Decision Reference DRN-5050548
6 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5050548 The complaint Mr S has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In March 2023 Mr S entered into a two-year fixed sum loan agreement w... (5 pages)View decision -
Decision Reference DRN-5195003
6 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5195003 Complaint Miss P is unhappy that Revolut Ltd didn’t refund her losses after she told it she’d fallen victim to a scam. Background In March 2023, Miss P began communicating with a man she met on an online dating website, who I will refer to as Mr G. He claimed to work for a U... (4 pages)View decision -
Decision Reference DRN-5194891
6 Dec 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-5194891 The complaint Ms H complains that James Hay Administration Company Ltd (‘James Hay’) should have notified her sooner that her investment was allocated differently to the way she understood it to be. Ms H also complains that James Hay failed to act with due care and diligenc... (9 pages)View decision -
Decision Reference DRN-4751899
6 Dec 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4751899 The complaint Ms J complains that a car she acquired using a hire purchase agreement with Blue Motor Finance Ltd (“BMF”) wasn’t of satisfactory quality. What happened In April 2023, Ms J entered into a hire purchase agreement with BMF for a car. The cash price of the car was... (3 pages)View decision -
Decision Reference DRN-4707484
6 Dec 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4707484 The complaint Mr T complains about a car that he financed using a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). He says non-approved manufacturer parts were fitted. What happened In February 2020, Mr T entered into a four-year hire purchase agre... (2 pages)View decision -
Decision Reference DRN-4985498
6 Dec 2024 UAB ZEN.COM UpheldBanking and PaymentsDRN-4985498 The complaint Mr L is unhappy that UAB ZEN.COM will not refund £11,778.71 he lost as the result of an authorised push payment (APP) scam. Mr L has brought his complaint to this service through a representative. For ease I will refer solely to Mr L in this decision. What happ... (3 pages)View decision -
Decision Reference DRN-5092181
6 Dec 2024 Society of Lloyd's Not upheldInsuranceDRN-5092181 The complaint C, a property company, complains about Society of Lloyd’s decision to decline a claim and about delays in the handling of that claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concen... (3 pages)View decision -
Decision Reference DRN-5051710
6 Dec 2024 OakNorth Bank plc Not upheldBanking and PaymentsDRN-5051710 The complaint Mr M complains OakNorth Bank plc delayed sending his funds to his nominated account following the maturity of his fixed rate savings account. What happened The details of this complaint are already known to both parties, so I won’t repeat them in full. In summa... (2 pages)View decision
