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-5367980
3 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5367980 The complaint Miss N 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 September 2023, Miss N entered into a 25 month fixed sum loan ... (5 pages)View decision -
Decision Reference DRN-5366600
3 Mar 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5366600 The complaint Mr A has complained about Aioi Nissay Dowa Insurance UK Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy and about the poor service he received. What happened I looked at ... (3 pages)View decision -
Decision Reference DRN-5365927
3 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5365927 The complaint Mr G has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In March 2023 Mr G entered into a two-year fixed sum loan agreement w... (5 pages)View decision -
Decision Reference DRN-5252867
3 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5252867 The complaint Ms M and Mr N complain that AXA Insurance UK Plc have provided poor service and delayed in dealing with their claim for damage due to a flood. What happened Ms M and Mr N held buildings and contents insurance with AXA. Their home was damaged by flood in Decem... (4 pages)View decision -
Decision Reference DRN-5107853
3 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5107853 The complaint Mr G complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost when he fell victim to an investment scam. Mr G’s complaint has been brought by a professional representative but I’ll only refer to Mr G in this decision. What happened Mr G was acti... (6 pages)View decision -
Decision Reference DRN-5319657
3 Mar 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5319657 The complaint Mr S complains that The Co-operative Bank Plc (the Co-op) has been unable a trace where funds he had held in a two-year fixed rate bond were paid to when it matured in 2016. Mr S is represented in this complaint by a third party - Mrs M. But for ease of readin... (3 pages)View decision -
Decision Reference DRN-5080364
3 Mar 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5080364 The complaint Mr H complains Clydesdale Financial Services Limited, trading as Barclays Partner Finance (BPF) haven’t fairly compensated him for issues relating to a shower room installation, financed through a “Buy Now Pay Later” (BNPL) loan. What happened In July 2021 Mr ... (7 pages)View decision -
Decision Reference DRN-5367049
3 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5367049 The complaint Mr W has complained about Advantage Insurance Company Limited. He isn’t happy that it cancelled his policy following a claim against his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as ... (2 pages)View decision -
Decision Reference DRN-5191112
3 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5191112 The complaint Mr S complains that esure Insurance Limited (“esure”) unfairly recorded him at-fault for an accident and didn’t tell him he could add a replacement car to his motor insurance policy. What happened In January 2024 Mr S collided with a large animal whilst he was ... (3 pages)View decision -
Decision Reference DRN-5342027
3 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5342027 The complaint Ms G has complained about the way U K Insurance Limited (UKI) handled her claim under her car insurance policy for damage to her car and that it eventually turned it down. Any reference to UKI includes its agents or trading names. What happened The facts of t... (5 pages)View decision
