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-5018297
6 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5018297 The complaint Mrs A is unhappy that Ageas Insurance Limited have declined to cover a claim she made on a personal accident policy. What happened Mrs A has a personal accident policy. She claimed on her policy following an injury. Ageas declined the claim on the basis that th... (3 pages)View decision -
Decision Reference DRN-5124263
6 Feb 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5124263 The complaint Mr H complains about the quality of the car RCI Financial Services trading as Nissan Financial Services supplied him. Mr H says the car isn’t functioning as it should and wants to return the car and end his agreement with RCI. What happened Mr H entered into a... (4 pages)View decision -
Decision Reference DRN-5251569
6 Feb 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5251569 The complaint Mr R complains that Tesco Personal Finance Limited trading as Tesco Bank allowed him to exceed his credit limit with a money transfer. What happened Mr R processed two money transfers on consecutive days on the Tesco application (app). But as the app takes two ... (2 pages)View decision -
Decision Reference DRN-5312043
6 Feb 2025 Quilter Mortgage Planning Limited UpheldMortgagesDRN-5312043 The complaint Mr B and Miss W complain about the advice received from Harris Begley Lifetime Partners Limited, a mortgage broker and appointed representative of Quilter Mortgage Planning Limited. They say they weren’t given correct information about a government Help To Buy ... (4 pages)View decision -
Decision Reference DRN-5252638
6 Feb 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5252638 The complaint Mr P complains that Astrenska Insurance Limited trading as Collinson Insurance (“Astrenska”) wouldn’t pay a claim under his excess insurance policy. What happened Mr P had an excess insurance policy with Astrenska. He was sold the policy by a broker, and it was... (3 pages)View decision -
Decision Reference DRN-5271632
6 Feb 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5271632 The complaint Miss S complains about how Domestic & General Insurance Plc (D&G) sent personal details to a third party because they had an incorrect email address. D&G use agents to administer the policy and to assess claims. References to D&G include these ... (3 pages)View decision -
Decision Reference DRN-5311995
6 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5311995 The complaint Mr and Mrs C complain about how U K Insurance Limited (UKI) proposed to settle a subsidence claim they made on their home insurance policy. Reference to UKI includes its agents. What happened Mr and Mrs C hold a home insurance policy with UKI. In late 2018 the... (4 pages)View decision -
Decision Reference DRN-5212764
6 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5212764 The complaint Mr W complains that Vanquis Bank Limited irresponsibly lent to him. Mr W is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr W himself. W... (4 pages)View decision -
Decision Reference DRN-5203361
6 Feb 2025 TSB Bank plc Not upheldMortgagesDRN-5203361 The complaint Mr and Mrs S complain about the way that TSB Bank plc has managed their mortgage account. What happened Mr and Mrs S have a mortgage with TSB composed of two sub-accounts, The first one, which is sub-account 01 was for the original loan of £81,663.78 set up in ... (3 pages)View decision -
Decision Reference DRN-5312025
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5312025 The complaint Mr F’s complaint is about Revolut Ltd’s refusal to reimburse him for card payment transactions he says he did not make. What happened The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. H... (3 pages)View decision
