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 125400 results
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Decision Reference DRN-5102476
24 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5102476 The complaint Mrs H is unhappy with the service provided by U K Insurance Limited trading as Direct Line (UKI) following a claim made on her home insurance policy. UKI is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed... (4 pages)View decision -
Decision Reference DRN-5101483
24 Oct 2024 Society of Lloyd's UpheldInsuranceDRN-5101483 The complaint Mrs M is unhappy with the service provided by Society of Lloyd's (SOL) following a claim made on her home insurance policy. SOL is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. SOL ha... (5 pages)View decision -
Decision Reference DRN-5102746
24 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5102746 The complaint The estate of Mr W’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with Mr W under Section 140A of the Consumer Credit Act 1974... (15 pages)View decision -
Decision Reference DRN-5018069
24 Oct 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5018069 The complaint Mr D complains about a car he acquired with credit provided by CA Auto Finance UK Ltd. What happened In February 2023 Mr D acquired a used car under a regulated personal contract purchase agreement with CA Auto Finance (“CAAF”). The car was five years old, its ... (2 pages)View decision -
Decision Reference DRN-5098322
24 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5098322 The complaint Mr L complains that Revolut Ltd won’t refund money he lost when he fell victim to a scam. Mr L is represented by a solicitor but for simplicity I will refer to Mr L throughout this decision, even when referencing what his representatives have said on his behal... (8 pages)View decision -
Decision Reference DRN-5102606
24 Oct 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-5102606 The complaint Miss J has complained that eBay Commerce UK Ltd (“eBay”) restricted her account after it’d said that it wouldn’t. What happened On 20 June 2023, Miss J updated her first name to a shortened version, and changed her mobile phone number (the latter to avoid cour... (4 pages)View decision -
Decision Reference DRN-5094109
24 Oct 2024 PSG SIPP Limited UpheldPensions and AnnuitiesDRN-5094109 The complaint Mr N has different complaints, and different parties involved in his complaints. In May 2015 his Financial Adviser (‘FA’) assisted him in opening a Self-Invested Personal Pension (‘SIPP’) with Brooklands Trustees Limited (‘Brooklands’); the SIPP profile/produc... (16 pages)View decision -
Decision Reference DRN-5097603
24 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5097603 The complaint Mrs M complains about how esure Insurance Limited (“esure”) handled a claim under her car insurance policy. What happened Mrs M had a motor insurance policy with esure covering her car. Her car suffered damage in late October 2023 when a third party collided wi... (4 pages)View decision -
Decision Reference DRN-5101622
24 Oct 2024 Lendable Ltd UpheldConsumer CreditDRN-5101622 The complaint Miss M complains that Lendable Ltd irresponsibly lent to her. What happened Lendable provided Miss M with a single loan in April 2021. The loan was for £5,000 with an APR of 46.88%. The loan was due to be repaid through 47 monthly repayments of £207.33, followe... (6 pages)View decision -
Decision Reference DRN-4813802
24 Oct 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4813802 The complaint Mrs and Mr W complain that Fortegra Europe Insurance Company Ltd has unfairly declined a claim made on their warranty insurance. What happened Mrs and Mr W called out a roadside assistance company to their vehicle in early November 2023 after the car was not st... (3 pages)View decision
