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 381196 results
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Decision Reference DRN-5499457
8 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5499457 The complaint Mrs E complains that NewDay Ltd failed to adequately reassess her financial circumstances over the lifetime of her account with them. What happened Mrs E had a NewDay branded credit card with a £5,000 credit limit. She says that NewDay failed to adequately reas... (3 pages)View decision -
Decision Reference DRN-5543242
8 Aug 2025 Admiral Insurance Company Limited Not upheldInsuranceDRN-5543242 The complaint Mr C’s complaint is about trade public liability insurance cover with Admiral Insurance Company Limited. Mr C is represented in this complaint but for ease, in the main, I will refer to Mr C only. What happened Mr C took out the policy with Admiral in September... (7 pages)View decision -
Decision Reference DRN-5743133
8 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5743133 The complaint Mr and Mrs W complain that Zurich Insurance PLC (Zurich) declined a claim made under their home insurance policy. Where I’ve referred to Zurich, this also includes any agents acting on their behalf. What happened In January 2025, following a period of snowfall... (4 pages)View decision -
Decision Reference DRN-5506872
8 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5506872 The complaint Miss J complains that NewDay Ltd trading as AO Finance irresponsibly lent to her. Miss J 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... (2 pages)View decision -
Decision Reference DRN-5732821
8 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5732821 The complaint Mr G has complained that Wise won’t refund a payment he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. I issue... (2 pages)View decision -
Decision Reference DRN-5707060
8 Aug 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5707060 The complaint Mrs P’s complained – in her capacity as representative of the late Mr P’s estate – that Co-op Funeral Plans Limited gave her misleading information about how Mr P’s pre-paid funeral plan could be used when he passed away. What happened About ten years ago, Mr P... (3 pages)View decision -
Decision Reference DRN-5743057
8 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5743057 The complaint Miss N is unhappy with how Mitsubishi HC Capital UK PLC trading as Hitachi Personal Finance (‘HPF’) handled a claim under section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Around November 2019 Miss N underwent laser eye surgery at a clinic I’l... (7 pages)View decision -
Decision Reference DRN-5268276
8 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5268276 The complaint Miss M complains that Revolut Ltd failed to sufficiently intervene causing her to fall victim to authorised push payment (APP) employment scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. ... (4 pages)View decision -
Decision Reference DRN-5486485
8 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5486485 The complaint With the help of a professional representative (PR) Miss C complains that Startline Motor Finance Limited lent to her irresponsibly. For ease I’ll refer to the PR’s actions as being those of Miss C. What happened On 31 July 2019, Miss C entered a Hire Purchase ... (3 pages)View decision -
Decision Reference DRN-5742976
8 Aug 2025 Euroins AD UpheldInsuranceDRN-5742976 The complaint Mrs T complains about how Euroins AD dealt with a claim against her travel insurance policy. Reference to Euroins includes its agents. What happened In summary, Mrs T had a single trip travel insurance policy underwritten by Euroins. Unfortunately, during her ... (6 pages)View decision
