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 122405 results
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Decision Reference DRN-5620276
12 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5620276 The complaint Mr B is unhappy with the service he received from Inter Partner Assistance SA when he claimed on his travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on g... (2 pages)View decision -
Decision Reference DRN-5619426
12 Jun 2025 Marsh FM LLP UpheldConsumer CreditDRN-5619426 The complaint Mr C complains that a car that was supplied to him under a hire purchase agreement with Marsh FM LLP (“Marsh”) wasn’t of satisfactory quality. What happened In May 2024, Marsh provided Mr C with finance for a used car. The car had completed just under 50,000 mi... (4 pages)View decision -
Decision Reference DRN-5620303
12 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5620303 The complaint Ms L complains about the end of contract damage charges RCI Financial Services Limited (“RCI”) have asked her to pay when she returned a car at the end of a hire purchase agreement. What happened In December 2020, Ms L was supplied with a used car through a hi... (5 pages)View decision -
Decision Reference DRN-5619982
12 Jun 2025 Specialist Lending Limited UpheldConsumer CreditDRN-5619982 The complaint Mrs K complains that Specialist Lending Limited trading as Duologi assigned a loan in her name to a third party without informing her. What happened Mrs K took out a loan with Duologi in 2019. In September 2024, Mrs K noticed a new direct debit payment debiting... (3 pages)View decision -
Decision Reference DRN-5604317
12 Jun 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5604317 The complaint Ms S complained that Great Lakes Insurance SE unfairly and unreasonably increased her premium for her pet policy. What happened Ms S took out her lifetime pet policy for her dog in September 2021, which was sold to her by an intermediary who administers the po... (3 pages)View decision -
Decision Reference DRN-5472947
12 Jun 2025 Propensio Finance Limited UpheldConsumer CreditDRN-5472947 The complaint Mr M has complained about the way Propensio Finance Limited “Propensio” responded to his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr M bought a heat pump heating system (the system) for his home in January 2024 from a su... (4 pages)View decision -
Decision Reference DRN-5620081
12 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5620081 The complaint Mr R complains that Vanquis Bank Limited irresponsibly lent to him. Mr R is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr R himself. What happe... (4 pages)View decision -
Decision Reference DRN-5583977
12 Jun 2025 Wakam UpheldInsuranceDRN-5583977 The complaint Ms S complained that Wakam unreasonably and unfairly increased her premium for her pet policy. What happened Ms S took out her lifetime pet policy for her dog in September 2021, which was sold to her by an intermediary who administers the policy on behalf of t... (4 pages)View decision -
Decision Reference DRN-5519727
12 Jun 2025 The Shepherds Friendly Society Limited UpheldInsuranceDRN-5519727 The complaint Ms C is unhappy that The Shepherds Friendly Society Limited declined a claim she made on her income protection policy. What happened Miss C took out an income protection policy in mid-September 2024. She claimed on the policy later that year, but the claim was ... (3 pages)View decision -
Decision Reference DRN-5617801
12 Jun 2025 Larstal Limited UpheldBanking and PaymentsDRN-5617801 The complaint Miss D complains Larstal Limited, trading as Astropay, has blocked and closed her account and withheld money that was returned to her as a chargeback for goods she hadn’t received at the time – but subsequently has. To put things right, Miss D wants Astropay to... (4 pages)View decision
