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 120614 results
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Decision Reference DRN-5269842
5 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5269842 The complaint Mrs F complains that Royal & Sun Alliance Insurance Limited (RSA) has unfairly handled a claim made on her building’s insurance for subsidence. She feels the claim has not been progressed as quickly as it could have been with RSA delaying its authorisation ... (4 pages)View decision -
Decision Reference DRN-5369343
5 Mar 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5369343 The complaint Miss P has complained about her car insurer, Marshmallow Insurance Limited (MM) regarding a claim she made when her car was damaged in an accident. What happened Miss P was involved in an accident on 24 May 2024. She reported the incident to MM as being not he... (5 pages)View decision -
Decision Reference DRN-5288469
4 Mar 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5288469 The complaint Mrs R complains that Volvo Car UK Limited has sent her information that should have been sent to another customer and that it has sent her information to that customer. What happened Mrs R signed a hire agreement in May 2024 for a car to be supplied to her but ... (2 pages)View decision -
Decision Reference DRN-5335631
4 Mar 2025 Arval UK Limited UpheldConsumer CreditDRN-5335631 The complaint Mr P has brought a complaint on behalf of E, a partnership of him and his mother. For the sake of ease I’ll refer to Mr P throughout. Mr P complains about a car acquired through a Hire agreement with Arval UK Limited (‘Arval’). Mr P has had problems with the c... (8 pages)View decision -
Decision Reference DRN-5368062
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5368062 The complaint Mrs L has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In June 2023 Mrs L entered into a two-year fixed sum loan agreement... (6 pages)View decision -
Decision Reference DRN-5152929
4 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5152929 The complaint Mr J complains that Santander UK Plc won’t refund money he says he lost to an investment scam. What happened In 2021, Mr J invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. Mr J paid in £42,000 to R in January 2021, by making two ... (7 pages)View decision -
Decision Reference DRN-5356763
4 Mar 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5356763 The complaint L, a limited company complains that ClearBank Limited (a Tide account) unfairly refused to refund all the money it has lost to a scam. Mr C, a director of L, brings this complaint on behalf of L. What happened Although a third party representative has brought t... (5 pages)View decision -
Decision Reference DRN-5369940
4 Mar 2025 Klarna Bank AB (publ) UpheldConsumer CreditDRN-5369940 The complaint Mr M complains about how Klarna Bank AB (publ) has administered his various credit agreements. What happened Mr M has several credit agreements with Klarna. In 2024, he complained about issues he’d had with his repayments. In short, Mr M said that Klarna was at... (4 pages)View decision -
Decision Reference DRN-5216589
4 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5216589 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was the victim of a crypto investment scam. Mr M is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refe... (11 pages)View decision -
Decision Reference DRN-5306211
4 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5306211 The complaint Mr N complains about Aviva Insurance Limited (Aviva) mis-selling a motor insurance policy. References to Aviva in this decision include their agents. What happened In April 2024 Mr N used a comparison website to look for motor insurance. Of the options availa... (4 pages)View decision
