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 123440 results
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Decision Reference DRN-5604946
24 Jun 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5604946 The complaint Mr R has complained that Accredited Insurance (Europe) Ltd (AIEL) unfairly rejected a claim he made for additional damage he says was missed from an escape of water (EOW) claim in 2023. Mr R made a claim under his home insurance policy. What happened In 2023 Mr... (3 pages)View decision -
Decision Reference DRN-5639694
24 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5639694 The complaint Ms O complains Vanquis Bank Limited didn’t do enough to help get a refund for a purchase made on her credit card. What happened In August 2023, Ms O bought a blazer and trousers from an online retailer paying with her Vanquis credit card. When the clothes arr... (4 pages)View decision -
Decision Reference DRN-5599128
24 Jun 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5599128 The complaint Mr K complains that Lloyds Bank plc (‘Lloyds’) treated him poorly when he tried to repay his loan account, and is concerned this was racially motivated. Mr K wants a formal apology from Lloyds, reassurance and compensation. What happened Mr K complained to Lloy... (3 pages)View decision -
Decision Reference DRN-5638003
24 Jun 2025 Stonebridge International Insurance Ltd UpheldInsuranceDRN-5638003 The complaint Ms B and the estate of Mr B complain about how Stonebridge International Insurance Ltd (‘Stonebridge’) dealt with a claim under an accidental death insurance policy. What happened Ms B and Mr B were insured under an accidental death insurance policy, provided b... (9 pages)View decision -
Decision Reference DRN-5643295
24 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5643295 The complaint Mr R is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse him after he fell victim to a scam. What happened I issued a provisional decision for this complaint on 10 June 2025. In it I set out the background and my proposed findings. I’ve included a copy of... (10 pages)View decision -
Decision Reference DRN-5643247
24 Jun 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5643247 The complaint Mr M complained about how Tesco Personal Finance Limited trading as Tesco Bank responded to a claim to refund a payment made for goods he said were faulty. What happened The parties are familiar with the background details of this complaint – so I will briefly... (9 pages)View decision -
Decision Reference DRN-5642419
23 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5642419 The complaint Mr H and Mrs M have complained about the service they received from Inter Partner Assistance SA (’IPA’) under their home emergency policy when their boiler broke down. For the avoidance of doubt, the term ‘IPA’ includes IPA’s agents and representatives for the ... (8 pages)View decision -
Decision Reference DRN-5141802
23 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5141802 The complaint Mr and Mrs S complain Ageas Insurance Limited unfairly declined their home insurance claim. Reference to Ageas includes its agents. Mr and Mrs S are both complainants, but as Mr S has been the main correspondent, and for ease of reading, I’ve referred to just ... (5 pages)View decision -
Decision Reference DRN-5521942
23 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5521942 Complaint Mr H has complained about credit cards and the associated credit limit increases which NewDay Ltd (“NewDay”) provided to him. He says the credit cards as well as the limit increases were provided without his circumstances and ability to repay being sufficiently che... (5 pages)View decision -
Decision Reference DRN-5636266
23 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5636266 The complaint Mr G complains that RCI Financial Services Limited trading as Mobilize Financial Services (“RCI”) supplied him with a car which wasn’t of satisfactory quality. What happened In March 2021 Mr G entered into a four-year hire purchase agreement for a car. The car ... (7 pages)View decision
