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 119592 results
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Decision Reference DRN-5425192
25 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5425192 The complaint Miss H complains that Stellantis Financial Services UK Limited (“Stellantis”) acted unfairly in relation to an agreement she took out with them and also when she tried to extend it. What happened In June 2020, Miss H signed a hire agreement with Stellantis to ... (5 pages)View decision -
Decision Reference DRN-5233940
25 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5233940 The complaint Mr C complains Zempler Bank Limited didn’t do enough to help get a refund for a transaction made on his credit card. What happened In July 2022, Mr C bought a piece of gym equipment, paying with his Zempler credit card. In June 2024, Mr C says the motor in the... (3 pages)View decision -
Decision Reference DRN-5303733
25 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5303733 The complaint Mr G has complained about the way Aviva Insurance Limited handled a claim he made under his buildings insurance policy. Reference to Mr G or Aviva includes their respective representatives. What happened The circumstances aren’t in dispute, so I’ll summarise ... (2 pages)View decision -
Decision Reference DRN-5414112
25 Mar 2025 ALLICA BANK LIMITED UpheldBanking and PaymentsDRN-5414112 The complaint Mr B and Mr B (who I’ll refer to as Mr B1 and Mr B2) complain that Allica Bank Limited sent incorrect redemption statements for their secured commercial loan. They say they’ve lost about £6,000 as a result. Mr B1 and Mr B2 have been represented in bringing this... (3 pages)View decision -
Decision Reference DRN-5420849
25 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5420849 The complaint Ms S complains about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) handled a claim for medical assistance under her travel insurance policy. All references to Admiral include the agents appointed to handle claims on its behalf. What happened Ms S was in... (4 pages)View decision -
Decision Reference DRN-5422527
25 Mar 2025 First Response Finance Ltd UpheldConsumer CreditDRN-5422527 The complaint Miss R complains that a car that was supplied to her under a hire purchase agreement with First Response Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint earlier this month in which I described what... (5 pages)View decision -
Decision Reference DRN-5421670
25 Mar 2025 Bamboo Limited UpheldConsumer CreditDRN-5421670 The complaint Mrs A complains that Bamboo Limited was irresponsible in its lending to her. She wants compensation for this. Mrs A is represented by a third party but for ease of reference I have referred to Mrs A throughout this decision. What happened Mrs A was provided wit... (4 pages)View decision -
Decision Reference DRN-5385530
25 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5385530 The complaint This complaint has been brought by Mr M, representing the estate of the late Miss P. Because Miss P’s estate is valued at under £5,000, no Grant of Probate or Letters of Administration are required, and I am satisfied Mr M is able to bring the complaint as the ... (2 pages)View decision -
Decision Reference DRN-5423341
25 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5423341 The complaint Mr X complains that Vanquis Bank Limited didn’t agree to place his credit card account on hold, and that it failed to respond to correspondence. What happened Mr X holds a credit card account with Vanquis. In July 2023, he wrote to Vanquis to inform it that he’... (3 pages)View decision -
Decision Reference DRN-5424674
25 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5424674 The complaint Miss W complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this compla... (8 pages)View decision
