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 121479 results
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Decision Reference DRN-5410908
20 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5410908 The complaint and what happened Mr M complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim he made to it about the failure of a supplier to deliver the dental treatment which he paid for with credit it provided. I’ve included relevant sections of my ... (4 pages)View decision -
Decision Reference DRN-5062853
20 Mar 2025 Mallard Leasing Limited UpheldConsumer CreditDRN-5062853 The complaint Mr C complains about the quality of a used van he acquired through a hire purchase agreement with Mallard Leasing Limited trading as Mallard Finance (‘Mallard’). Mr C says he had issues with the van as soon as he acquired it and so he doesn’t think it is of goo... (4 pages)View decision -
Decision Reference DRN-5292327
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5292327 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to offer him support when he was spending compulsively and experiencing financial harm. What happened Mr R has a compulsive spending problem which resulted in him gambling in an excess... (3 pages)View decision -
Decision Reference DRN-5411821
20 Mar 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5411821 The complaint Ms M has complained about her let property insurer Great Lakes Insurance SE in relation to a claim she made after police found that her property had been converted to grow cannabis. What happened Ms M was notified in February 2024 that her property had been co... (7 pages)View decision -
Decision Reference DRN-4889565
19 Mar 2025 Nutmeg Saving and Investment Limited UpheldInvestmentsDRN-4889565 The complaint Mr W complains that Nutmeg Saving and Investment Limited (‘Nutmeg’) improperly set up a shares-based junior ISA (‘JISA’) on behalf of his son, Mr B, by firstly failing to invest the deposited funds promptly, and by secondly delaying the return of those funds af... (5 pages)View decision -
Decision Reference DRN-5400648
19 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5400648 The complaint Miss F complains about the way Ageas Insurance Limited (“Ageas”) handled her car insurance claim. All references to Ageas in this decision include its appointed agents and representatives. What happened On 13 April 2024, Miss F’s car was damaged by a Lime Bike ... (4 pages)View decision -
Decision Reference DRN-5136017
19 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5136017 The complaint Ms M is unhappy that an electric car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited (‘BMWFS’) had been misrepresented to her – it failed to achieve the range she was advised and the sale price she paid was higher than t... (4 pages)View decision -
Decision Reference DRN-5292177
19 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5292177 The complaint Mr R has complained about problems he had with esure Insurance Limited when he tried to renew his car insurance policy in November 2023. And about the further problems he had with the new policy he took out with regards to changing the vehicle insured under it ... (3 pages)View decision -
Decision Reference DRN-5410126
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5410126 The complaint Mr and Mrs H complain that U K Insurance Limited (UKI) incorrectly cancelled their van insurance policy leaving them out of pocket and suffering distress and inconvenience that they haven’t been fairly compensated for. What happened The background of this comp... (3 pages)View decision -
Decision Reference DRN-4550193
19 Mar 2025 Highway Insurance Company Limited UpheldInsuranceDRN-4550193 The complaint A company, which I’ll refer to as O, complains about Highway Insurance Company Limited’s (Highway) handling of its claim and the consequential losses suffered following the theft of its vehicle. For ease of reading, any reference to Highway includes their agent... (4 pages)View decision
