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-5489217
16 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5489217 The complaint Miss H complains about Ageas Insurance Limited’s (‘Ageas’) handling of her home insurance claim and the settlement amount it agreed to pay. References to Ageas include its agents. What happened The events of this complaint will be well known to both parties, ... (5 pages)View decision -
Decision Reference DRN-5556729
16 May 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5556729 The complaint Mrs M complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In February 2024, Mrs M acquired a used car fin... (4 pages)View decision -
Decision Reference DRN-5152707
16 May 2025 Sky UK Limited UpheldConsumer CreditDRN-5152707 The complaint Miss A complains about the repayment of a fixed sum loan agreement she has with Sky UK Limited. What happened In June 2023, Miss A took out a fixed sum loan with Sky to pay for a brand new mobile telephone device. The device had a cash price of £1,173 and under... (5 pages)View decision -
Decision Reference DRN-5564873
16 May 2025 First Central Underwriting Limited UpheldInsuranceDRN-5564873 The complaint Mr L complains about the way First Central Underwriting Limited (First Central) settled a total loss claim he made under his motor insurance policy. What happened Mr L was involved in a road traffic accident in September 2023. He contacted an Accident Manageme... (4 pages)View decision -
Decision Reference DRN-5350063
16 May 2025 Gain Credit LLC UpheldConsumer CreditDRN-5350063 The complaint Mr D complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit which wasn’t affordable or sustainable for him. What happened Mr D was granted a running credit facility in August 2024. This had a £1,000 credit limit – and it remaine... (5 pages)View decision -
Decision Reference DRN-5564762
16 May 2025 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-5564762 The complaint Mr R complains FUND OURSEVLES LIMITED (Fund Ourselves) provided him with three unaffordable loans. What happened Mr R was provided with the following loans by Fund Ourselves: Loan Date Capital amount Term (months) Monthly repayments Total repaid Loan 1 March ... (4 pages)View decision -
Decision Reference DRN-5427109
16 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5427109 The complaint Mr B and Mrs G have complained that AXA Insurance UK Plc (AXA) unfairly declined a claim under their home insurance policy. References to AXA include companies acting on its behalf. What happened Mr B and Mrs G made a claim for a burglary at their home. AXA a... (3 pages)View decision -
Decision Reference DRN-5552164
16 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5552164 The complaint Mr H complains about a claim he made to Tesco Personal Finance Limited (Tesco) in respect of a holiday resort not being as described. What happened In June 2023, Mr H paid £3,611.62 using his Tesco credit card for a packaged holiday which was to take place betw... (4 pages)View decision -
Decision Reference DRN-5434517
16 May 2025 One Insurance Limited UpheldInsuranceDRN-5434517 The complaint Mr S is unhappy with what One Insurance Limited did after he sought assistance from a legal insurance policy taken out alongside his motor insurance. What happened In January 2023 Mr S took out motor insurance with One Insurance. Alongside that he took out “Bas... (3 pages)View decision -
Decision Reference DRN-5494535
16 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5494535 The complaint Mr and Mrs H are unhappy with what Aviva Insurance Limited did after they made a claim on their legal expenses insurance policy. Although the policy is in joint names, as the claim relates to Mr H, I’ll mainly refer to him in this decision. What happened In Feb... (3 pages)View decision
