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 364862 results
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Decision Reference DRN-4999351
14 Feb 2025 Social Money Limited Not upheldConsumer CreditDRN-4999351 The complaint Miss S is unhappy with how Social Money Limited trading as Payl8r (‘SML’) handled a claim under Section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Around January 2024 Miss S took a point of sale loan with SML to cover the cost of various hair tr... (4 pages)View decision -
Decision Reference DRN-5328960
14 Feb 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5328960 The complaint Mrs J complains that Blue Motor Finance Ltd was irresponsible in its lending to her. She wants all interest and charges she has paid under her hire purchase agreement refunded along with interest and any adverse information recorded on her credit file to be rem... (4 pages)View decision -
Decision Reference DRN-5331085
14 Feb 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5331085 The complaint Mr B has complained about Zurich Insurance Company Ltd. Zurich provides the buildings policy for a block of flats, one of which is owned by Mr B. Mr B claimed for some damaged decking on a balcony and Zurich declined the claim. What happened Mr B owns a flat a... (5 pages)View decision -
Decision Reference DRN-4983837
14 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4983837 The complaint Miss R complains Barclays Bank UK PLC will not refund her over £3,800 taken fraudulently from her account without her authority. What happened Miss R telephoned Barclays on 5 March 2024. During this call Miss R discussed a series of payments that had been made ... (4 pages)View decision -
Decision Reference DRN-5313961
14 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5313961 The complaint Mr C complains that Advantage Insurance Company Limited acted unfairly when it increased his insurance premium after the policy had started. What happened Mr C called Advantage to discuss his renewal in December 2023. His policy was due to renew in January 2024... (3 pages)View decision -
Decision Reference DRN-5211857
14 Feb 2025 ICICI Bank UK Plc Not upheldBanking and PaymentsDRN-5211857 The complaint Mr S complains that ICICI Bank UK Plc (ICICI) is refusing to refund him the amount he lost as the result of a scam. What happened Mr S says he was contacted out of the blue by a group of people (I will call X) that claimed they would be able to recover funds he... (3 pages)View decision -
Decision Reference DRN-5279159
14 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5279159 The complaint Mrs W says the recovery service underwritten by U K Insurance Limited (‘UKI’) damaged her car during its recovery of it to a garage. What happened Mrs W was driving home on 20 July 2023 when warning lights appeared on her dashboard. She called a national break... (4 pages)View decision -
Decision Reference DRN-5244379
14 Feb 2025 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-5244379 The complaint Mr W complains that Quilter Financial Services Ltd mis-managed his Self-Invested Personal Pension (SIPP) by allowing over £50,000 of cash to build up within the SIPP cash account. He also complains that he paid ongoing advice charges for a period where no servi... (6 pages)View decision -
Decision Reference DRN-5265446
14 Feb 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5265446 The complaint N has complained about Mulsanne Insurance Company Limited’s decision to avoid a van insurance policy Mr C took out to cover a van belonging to N and decline his claim under it following the theft of the van. This complaint was originally set up in the name of ... (4 pages)View decision -
Decision Reference DRN-4907809
14 Feb 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-4907809 Complaint Miss B has complained about what Marsh Finance & Commercial Limited (“Marsh Finance”) has done to put things right after it accepted that it supplied her with a car that was not of satisfactory quality through a hire-purchase agreement. Background In October 2... (3 pages)View decision
