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 360982 results
-
Decision Reference DRN-5174010
11 Mar 2025 Yes You Can Ltd UpheldConsumer CreditDRN-5174010 The complaint Mr B complaint Yes You Can Ltd (YYC) have reported incorrect information on his credit file for items he rented following the completion of his Debt Relief Order (DRO). What happened Mr B contacted YYC once he learned there were defaults on his credit file for... (2 pages)View decision -
Decision Reference DRN-5386083
11 Mar 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5386083 The complaint Mr J has complained about his heating breakdown insurer Evolution Insurance Company Limited. He is unhappy that his boiler isn’t working but he hasn’t benefitted from the cover. He is also unhappy that the policy renewed. What happened Mr J had an agreement in... (3 pages)View decision -
Decision Reference DRN-5076835
11 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5076835 The complaint Mr O complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happened and f... (7 pages)View decision -
Decision Reference DRN-5328265
11 Mar 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5328265 The complaint This complaint is about a mortgage account Mr and Mrs F hold with The Royal Bank of Scotland Plc (RBS). Mr F, who has dealt with the complaint throughout, is unhappy about the following matters. - The bank’s demand that the mortgage be repaid by his 70th birt... (5 pages)View decision -
Decision Reference DRN-5380768
11 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5380768 The complaint Mr P has complained, with the help of a professional representative, about a transfer of his Aviva Life & Pensions UK Limited (”Aviva”) personal pension to an occupational pension scheme in December 2011. Mr P says Aviva failed in its responsibilities when... (5 pages)View decision -
Decision Reference DRN-5335643
11 Mar 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5335643 The complaint A company, which I’ll refer to as F, complains that Travelers Insurance Company Limited declined a claim on F’s business protection insurance policy. Mr S, who is a director of F, brings the complaint on F’s behalf. What happened F hires out boats for customers... (2 pages)View decision -
Decision Reference DRN-5305043
11 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5305043 The complaint Miss M complains about how her insurer, U K Insurance Limited trading as Direct Line (Direct Line) valued her vehicle as a total loss following a collision. Any reference to Direct Line in this decision includes their agents. Miss M was supported by a represe... (4 pages)View decision -
Decision Reference DRN-5087959
11 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5087959 The complaint Mr M has complained about the way UK Insurance Limited, trading as Direct Line (UKI) dealt with matters when he contacted it about an outstanding car hire payment in relation to his motor insurance policy. What happened Mr M’s car was in a road traffic acciden... (3 pages)View decision -
Decision Reference DRN-5385798
11 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5385798 The complaint Mr and Mrs P’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’) and ... (11 pages)View decision -
Decision Reference DRN-5341218
11 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5341218 The complaint Mr W complains that Vanquis Bank Limited was irresponsible in its lending to him. Mr W is represented by a third party but for ease of reference I have referred to Mr W throughout this complaint. What happened Mr W was provided with a Vanquis credit card accoun... (3 pages)View decision
