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-5403947
13 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5403947 The complaint Miss D and Mr S are unhappy with how Inter Partner Assistance SA (IPA) have dealt with a claim on their travel insurance policy. For ease I’ve mostly referred to Miss D throughout. What happened Miss D and Mr S have an annual travel insurance policy underwrit... (4 pages)View decision -
Decision Reference DRN-5608668
13 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5608668 The complaint Mr and Mrs P are unhappy Bank of Scotland plc trading as Halifax returned their cheque as unpaid. They also complain about the service they received and how Halifax’s actions have affected their reputations and caused them considerable distress and inconvenienc... (3 pages)View decision -
Decision Reference DRN-5520148
13 Jun 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5520148 The complaint Miss M complains that a car supplied to her under a hire purchase agreement with Specialist Motor Finance Limited is of unsatisfactory quality. What happened In September 2023 Miss M entered into a hire purchase agreement with Specialist Motor Finance Limited ... (6 pages)View decision -
Decision Reference DRN-5623611
13 Jun 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5623611 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (22 pages)View decision -
Decision Reference DRN-5318126
13 Jun 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5318126 The complaint Mr D, through his representative, complains that Loans 2 Go Limited lent to him when he could not afford it and so lent to him irresponsibly. What happened Mr D took two loans. The table gives a summary. Loan Approved Amount and term Repayment terms Status 1 3 ... (4 pages)View decision -
Decision Reference DRN-5606996
13 Jun 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5606996 The complaint Mr S has complained about the way in which the price of UK Treasury Gilts was displayed on the Halifax Share Dealing trading as IWeb Share Dealing (“IWeb”) platform. He has said this led to him purchasing the incorrect amount of shares initially and then incurr... (4 pages)View decision -
Decision Reference DRN-5624053
13 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5624053 The complaint Mrs D and Mr V have complained that AXA Insurance UK Plc unfairly rejected a claim under their home insurance policy. As Mr V has been the main correspondent on the complaint, I will refer only to him in this decision. What happened Mr V says that during a stor... (4 pages)View decision -
Decision Reference DRN-5616088
13 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5616088 The complaint Mr P complains that Admiral Insurance (Gibraltar) Limited undervalued his car when it settled a claim on his motor insurance policy. What happened Mr P’s car was damaged in an accident. He claimed on his policy. Admiral decided the car was a total loss. It said... (3 pages)View decision -
Decision Reference DRN-5617498
13 Jun 2025 Armstrong Watson Financial Planning Limited UpheldPensions and AnnuitiesDRN-5617498 The complaint Mr M complains about matters arising from an ongoing advice relationship he had with Armstrong Watson Financial Planning Limited trading as Armstrong Watson (“AWFP”). In particular he complains that AWFP had failed to maintain his pension plan in the light of l... (5 pages)View decision -
Decision Reference DRN-5584316
13 Jun 2025 PRA Group (UK) Limited UpheldConsumer CreditDRN-5584316 The complaint Miss H has complained about the actions of PRA Group (UK) Limited (PRA) when dealing with a debt they are pursuing her for. What happened PRA are pursuing Miss H for a debt that accrued on a credit card she had. The original lender (OL) defaulted the account Mi... (4 pages)View decision
