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 364422 results
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Decision Reference DRN-5173845
26 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5173845 The complaint Mr Z complains U K Insurance Limited (UKI) have declined the claim he made under his motor insurance policy following the theft of a vehicle. He also complains about the information UKI have recorded on the Claims Underwriting Exchange (CUE) and the quote he wa... (4 pages)View decision -
Decision Reference DRN-5321979
26 Feb 2025 Ikano Bank AB (publ) Not upheldBanking and PaymentsDRN-5321979 The complaint Via a professional representative, Mr C has complained about Ikano Bank AB (publ)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’). What happened In March 2019, Mr C bought a solar panel system (‘the system’) f... (2 pages)View decision -
Decision Reference DRN-5344993
26 Feb 2025 Countrywide Assured Plc UpheldInsuranceDRN-5344993 The complaint Mrs Q is unhappy with the service received from Countrywide Assured Plc including that it has delayed making monthly benefit payments under her income protection insurance policy and has underpaid her. Although Mrs Q is being represented in this complaint, for... (4 pages)View decision -
Decision Reference DRN-5239554
26 Feb 2025 Wesleyan Assurance Society Not upheldInsuranceDRN-5239554 The complaint Mr T is unhappy that Wesleyan Assurance Society declined claims made on various income protection insurance policies he had the benefit of (but have now ended). What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (3 pages)View decision -
Decision Reference DRN-5275194
26 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5275194 The complaint Mrs A complains Zopa Bank Limited have unfairly defaulted her loan account. What happened I understand Mrs A took out a loan for £15,000 on 20 September 2022, and her monthly repayment was listed as £552.74 over 36 months on her credit agreement. In April 2024... (3 pages)View decision -
Decision Reference DRN-5308529
26 Feb 2025 Leeds Building Society Not upheldMortgagesDRN-5308529 The complaint Mr H has complained that Leeds Building Society will not agree to give him a residential mortgage due to the fact that he does not currently live in the UK. He considers this is discriminatory as it places civil servants that work abroad for periods in a worse ... (2 pages)View decision -
Decision Reference DRN-5283318
26 Feb 2025 First Central Underwriting Limited UpheldInsuranceDRN-5283318 The complaint Mrs A has complained about the way First Central Underwriting Limited dealt with a claim made against her car insurance policy. What happened In May 2022 First Central received a claim from a third party insurer (TPI) against Mrs A’s car insurance policy. The T... (3 pages)View decision -
Decision Reference DRN-4839029
26 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4839029 The complaint Ms L complains about the quality of a used car she acquired through a hire purchase agreement with Moneybarn No. 1 Limited trading as Moneybarn (‘Moneybarn’). Ms L says that the car had issues from around three weeks after she acquired it, and these weren’t rep... (4 pages)View decision -
Decision Reference DRN-5356442
26 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5356442 The complaint Mr T complains that a used car he acquired through a hire purchase agreement financed by BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’) is of unsatisfactory quality. What happened In May 2022 Mr T took out a hire purchase... (5 pages)View decision -
Decision Reference DRN-5356494
26 Feb 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5356494 The complaint Mr B complains TransUnion International UK Limited (TU) haven’t removed an entry from his credit file when they should have. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant eleme... (5 pages)View decision
