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 122183 results
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Decision Reference DRN-5102584
30 May 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5102584 The complaint Mr D complains about the quality of a used car supplied to him by Marsh Finance Limited (“Marsh”). What happened Mr D entered into a hire purchase agreement with Marsh In January 2024 for a used car. The car was almost ten years old and had covered around 93,50... (4 pages)View decision -
Decision Reference DRN-5595039
30 May 2025 ManyPets Ltd UpheldInsuranceDRN-5595039 The complaint Miss B has complained that her pet insurance intermediary, ManyPets Ltd, changed its insurance provider to a different insurer which means her policy now provides less cover for her cat’s pre-existing conditions. What happened I issued a provisional decision o... (6 pages)View decision -
Decision Reference DRN-5566796
30 May 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5566796 The complaint Mr O has complained that Aioi Nissay Dowa Insurance UK Limited trading as Tesco Bank Box Insurance (ANDI) wrongly inferred he was using his telematics motor policy for delivery driving activities which wasn’t allowed under the policy. This led Mr O to cancel hi... (4 pages)View decision -
Decision Reference DRN-5573554
30 May 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5573554 The complaint Mr T complains, through his representative, that Options SIPP UK LLP failed to comply with its regulatory obligations in allowing investment into a product that wasn’t appropriate for his SIPP. What happened Although Mr T is represented and his representatives... (16 pages)View decision -
Decision Reference DRN-5594923
30 May 2025 U K Insurance Limited UpheldInsuranceDRN-5594923 The complaint Miss J complained that U K Insurance Limited (“UKI”) gave inaccurate information resulting in her paying a higher premium, under her buildings insurance policy. What happened Miss J obtained an online quote from UKI. This included an endorsement for her patio ... (3 pages)View decision -
Decision Reference DRN-5537847
30 May 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5537847 The complaint Mrs R complains about AA Underwriting Insurance Company Limited’s handling of her subsidence claim. What happened The background to this case is well known to both parties, so I’ll provide only a brief summary here. Mrs R has been represented in making this com... (4 pages)View decision -
Decision Reference DRN-5400281
30 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5400281 The complaint Mr T says Revolut Ltd (Revolut) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr T says he was abroad... (2 pages)View decision -
Decision Reference DRN-5594586
30 May 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5594586 The complaint Mrs M complains Red Sands Insurance Company (Europe) Limited has unfairly declined a claim she’s made on her pet insurance policy following treatment undertaken for her dog. What happened Red Sands is the underwriter of the policy so it’s responsible for this ... (3 pages)View decision -
Decision Reference DRN-5593509
30 May 2025 Acasta European Insurance Company Limited UpheldInsuranceDRN-5593509 The complaint Mrs J is complaining Acasta European Insurance Company Limited declined a claim she made on her GAP insurance policy. What happened In July 2022 Mrs J bought a car through a car dealership. She also bought a Combined GAP Insurance policy to cover any shortfall ... (4 pages)View decision -
Decision Reference DRN-5592781
30 May 2025 OneSavings Bank Plc UpheldMortgagesDRN-5592781 The complaint Mrs B and Mr K complain that OneSavings Bank Plc trading as Kent Reliance (“Kent”) had only recently told them about almost £6,000 of fees on their mortgage. They said Kent hadn’t mentioned that balance before and they didn’t think they should be asked to pay i... (6 pages)View decision
