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 366350 results
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Decision Reference DRN-5271103
24 Jan 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5271103 Complaint Mr W has complained about a loan Oakbrook Finance Limited (trading as “Finio Loans”) provided to him. He says the loan was unaffordable given his circumstances at the time and so shouldn’t have been provided to him. Background Finio Loans provided Mr W with a loa... (3 pages)View decision -
Decision Reference DRN-5252123
24 Jan 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5252123 Complaint Mrs A complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with her. She’s said the payments to her agreement were unaffordable. Background In March 2020, MotoNovo provided Mrs A with finance for a used car. The cas... (3 pages)View decision -
Decision Reference DRN-5210679
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5210679 The complaint Mr P and Ms S have complained that HSBC UK Bank Plc won’t refund the money they lost after falling victim to an alleged scam. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Between summer 2022 and spring 2023, Mr P ... (2 pages)View decision -
Decision Reference DRN-5282670
23 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5282670 The complaint Mr R complains about that UK Insurance Limited (‘UKI’)’s roadside recovery agent damaged his car when he made a claim on his breakdown cover. Mr R’s policy was sold and is administered by an insurance intermediary on UKI’s behalf, and all his correspondence has... (4 pages)View decision -
Decision Reference DRN-5199586
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5199586 The complaint Mr L complains about the way in which Aviva Insurance Limited handled and settled a claim he made under his home emergency policy following an escape of water. He says he experienced a delay in the repair that was undertaken, which led to his property sustainin... (6 pages)View decision -
Decision Reference DRN-5197563
23 Jan 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5197563 The complaint Ms A, Mr R1 and Mr R2 complain that Great Lakes Insurance SE declined a travel insurance claim. My references to Great Lakes include its agents. What happened Mr R1 had an annual multi-trip travel insurance policy under which Ms A and Mr R2 were also insured. ... (3 pages)View decision -
Decision Reference DRN-5105225
23 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5105225 The complaint Mrs N complains that Revolut Ltd didn’t protect her from an investment recovery scam. What happened In mid-2022 Mrs N fell victim to two investment scams. In 2023, Mrs N was contacted by someone claiming she was owed a £20,000 refund. Mrs N downloaded screensha... (3 pages)View decision -
Decision Reference DRN-5214421
23 Jan 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5214421 The complaint Mrs G complains that Great Lakes Insurance UK Limited (“Great Lakes”) unfairly declined a claim on a pet insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a dog, born in 2015. From 22 August 2023, Mrs G had th... (3 pages)View decision -
Decision Reference DRN-5108456
23 Jan 2025 Utmost Life and Pensions Limited Not upheldInvestmentsDRN-5108456 The complaint Mr B complained about Utmost Life and Pensions Limited (ULP). He said he has an investment plan with it, that has underperformed. He said ULP should compensate him for the poor performance of the plan. What happened Mr B took out an investment plan in 1987 fro... (5 pages)View decision -
Decision Reference DRN-5282320
23 Jan 2025 Unum Ltd UpheldInsuranceDRN-5282320 The complaint Mr K has complained that Unum Ltd has declined a claim he made under his employer’s group income protection policy. What happened Mr K’s policy provides cover for Mr K’s own occupation. Benefit will paid after a deferred period of 104 weeks if the policy defini... (4 pages)View decision
