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 380824 results
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Decision Reference DRN-5745812
11 Aug 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5745812 The complaint Mr M complains Domestic & General Insurance Plc unfairly declined a claim he made under his Domestic and General (D&G) policy for issues with his boiler. What happened In October 2024 Mr M contacted D&G as he was having issues with his boiler. It s... (4 pages)View decision -
Decision Reference DRN-5625362
11 Aug 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5625362 The complaint Mrs A has complained that MBNA Limited closed her credit card account without notice. It then didn’t explain how to pay the balance. What happened Mrs A took out an MBNA credit card in June 2024, with a 0% interest rate on purchases made in the first 60 days. H... (2 pages)View decision -
Decision Reference DRN-5693756
10 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5693756 The complaint Mr G complains that Legal and General Assurance Society Limited (‘L&G’) has unreasonably refused a claim he made under a group income protection policy. What happened Mr G is a member of his employer’s group income protection policy. Benefit of 50% of Mr G... (5 pages)View decision -
Decision Reference DRN-5745749
10 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5745749 The complaint Mr C has complained that Ageas Insurance Limited (“Ageas”) has unfairly declined a claim he made under his Property Owners Policy. What happened Mr C owns a rental property and holds a Property Owners Policy with Ageas. In January 2022, Mr C reported damage fol... (4 pages)View decision -
Decision Reference DRN-5641974
9 Aug 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5641974 The complaint Mrs D complains that Shop Direct Finance Company Limited trading as Very (SDFC) didn’t sufficiently check she could afford to sustain a revolving credit account and subsequent credit limit increases before they agreed to lend to her. In bringing her complaint M... (3 pages)View decision -
Decision Reference DRN-5260463
9 Aug 2025 HBOS Investment Fund Managers Limited Not upheldInvestmentsDRN-5260463 The complaint The estate of the late Mrs J (the estate) complained about delays in executing an ISA transfer request they made to HBOS Investment Fund Managers Limited (HBOS) and the poor customer service they received. What happened Mr W, representing the estate says HBOS ... (3 pages)View decision -
Decision Reference DRN-5646463
8 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5646463 The complaint Mr C complains that Advantage Insurance Company Limited (‘Advantage’) declined a claim made on his home insurance policy and charged him a £500 excess. What happened In October 2024, Mr C encountered a problem with his bath not draining water away resulting in... (3 pages)View decision -
Decision Reference DRN-5542332
8 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5542332 The complaint Mr C has complained that the offer made to him by his motor insurer, esure Insurance Limited trading as esure (‘esure’), for the market value of his car was too low. What happened In January 2025 Mr C was involved in an accident which unfortunately rendered hi... (3 pages)View decision -
Decision Reference DRN-5712345
8 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5712345 The complaint Mr K and Mrs N’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) an... (23 pages)View decision -
Decision Reference DRN-5216114
8 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5216114 The complaint Mrs S complains that Revolut Ltd has declined to reimburse payments that she made as part of an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. Mrs S responded to an advert about investing on ... (4 pages)View decision
