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 381196 results
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Decision Reference DRN-5832742
22 Sep 2025 Vitality Health Limited UpheldInsuranceDRN-5832742 The complaint Mr K is unhappy that Vitality Health Limited hasn’t covered a claim under his private medical insurance policy (‘the policy’). What happened I issued my provisional decision earlier in September 2025 explaining why I was intending to direct Vitality to do some... (4 pages)View decision -
Decision Reference DRN-5750637
22 Sep 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5750637 The complaint Mr S complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire purchase agreement with him. Mr S is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mr S hi... (3 pages)View decision -
Decision Reference DRN-5658116
22 Sep 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5658116 The complaint Mr F complains that Salary Finance Limited trading (SFL) acted irresponsibly in providing him with a personal loan because it was unaffordable for him. What happened Mr F took out a personal loan with SFL in April 2022. The loan was for £3,200. The loan term wa... (2 pages)View decision -
Decision Reference DRN-5690398
22 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5690398 The complaint Miss S made a claim on her Red Sands Insurance Company (Europe) Limited (‘Red Sands’) pet insurance policy, which Red Sands declined. Miss S says that Red Sands treated her unfairly. What happened The details of this complaint are well known to both parties, so... (3 pages)View decision -
Decision Reference DRN-5784665
22 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5784665 The complaint Mr H and Ms S complain that Inter Partner Assistance SA (“IPA”) declined their claim and voided their travel insurance policy. What happened Mr H and Ms S had an annual multi-trip travel insurance policy which was provided by IPA. It covered them and their chi... (3 pages)View decision -
Decision Reference DRN-5385502
22 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5385502 The complaint Mr M complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened In September 2024, three people knocked on Mr M’s door and offered him a service cleaning his patio. Mr M was told that they could give... (4 pages)View decision -
Decision Reference DRN-5690491
22 Sep 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5690491 The complaint Mr W complains that Link Financial Outsourcing Limited trading as Link Financial (Link) have mislead him about the enforceability of three debts they are pursuing him for. What happened Mr W has three credit card accounts that Link are the debt servicers for. ... (3 pages)View decision -
Decision Reference DRN-5826537
22 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5826537 The complaint Mx C and Mx F complain about how Covea Insurance plc handled a claim they made on their commercial property insurance policy. Reference to Covea includes its agents. Mx C and Mx F have brought this complaint as joint policyholders, but, for ease of reading, I’ll r... (10 pages)View decision -
Decision Reference DRN-5832680
22 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5832680 The complaint Mr H says Lendable Ltd irresponsibly lent to him. What happened Mr H took out two instalment loans from Lendable. The first, in September 2019, was for £13,000 over 48 months and the monthly repayments were £329.91. The second, in September 2021, was for £6,500... (4 pages)View decision -
Decision Reference DRN-5832630
22 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5832630 The complaint Mr K is unhappy that BUPA Insurance Limited declined a claim under a private health insurance policy (‘the policy’) for treatment he had in 2024. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’l... (3 pages)View decision
