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-5369969
4 Mar 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5369969 The complaint Mrs E has complained that Sainsbury's Bank Plc cancelled her car insurance policy in error and left her uninsured. What happened Mrs E decided to renew her car insurance policy which was arranged by Sainsbury’s Bank and pay by direct debit. There was a pr... (3 pages)View decision -
Decision Reference DRN-5287811
4 Mar 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5287811 The complaint Mr J complains that Frasers Group Financial Services Limited trading as Studio was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and the adverse information removed from his credit file. Mr J is re... (3 pages)View decision -
Decision Reference DRN-5137814
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5137814 The complaint Miss W 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 July 2023, Miss W entered into a fixed sum loan agreement with... (5 pages)View decision -
Decision Reference DRN-5291149
4 Mar 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5291149 The complaint Mr G is unhappy with the service provided by Fortegra Europe Insurance Company Ltd (“Fortegra”) following a claim under his sofa protection insurance policy. When I refer to what Mr G has said and what Fortegra has said, it includes anything said on their behal... (3 pages)View decision -
Decision Reference DRN-5015879
4 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5015879 The complaint Mrs A complains U K Insurance Limited (trading as Churchill) unfairly declined her landlord insurance claim. UKI’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being UKI’s own. What happen... (5 pages)View decision -
Decision Reference DRN-4922489
4 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-4922489 The complaint Mrs C complains about Tesco Underwriting Limited’s (Tesco) handling of a subsidence claim made in relation to damage sustained in her conservatory. Any references to Tesco include its agents. What happened Mrs C’s conservatory has been damaged by subsidence a... (2 pages)View decision -
Decision Reference DRN-5312538
4 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5312538 The complaint Mrs M complains that TSB Bank Plc mishandled her cash ISA transfer leading to delays and lost interest. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for m... (2 pages)View decision -
Decision Reference DRN-5369528
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5369528 The complaint and what happened Miss W complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. I’ve included relevant sections o... (4 pages)View decision -
Decision Reference DRN-5358031
4 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5358031 The complaint Mrs K and Mr K complaint about Aviva Insurance Limited (“Aviva”) and the service provided to them after they made a claim on their home insurance policy. Mr K has acted as the main representative during the claim and complaint process. So, for ease of reference... (6 pages)View decision -
Decision Reference DRN-5340396
4 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5340396 The complaint Mr M is unhappy Santander UK Plc (“Santander”) sent him a letter about an ATM dispute in the wrong size font despite him making it aware of his needs. What happened On 8 August 2024 Santander sent a letter to Mr M about a dispute he’d raised but it was in the s... (2 pages)View decision
