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 121262 results
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Decision Reference DRN-5244395
12 Mar 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5244395 The complaint Mr B complains that Oodle Financial Services Limited was irresponsible in its lending to him. He wants all interest and charges paid refunded along with 8% simple interest and any adverse information regarding this lending removed from his credit file. Mr B is ... (4 pages)View decision -
Decision Reference DRN-5391546
12 Mar 2025 Lendable Ltd UpheldConsumer CreditDRN-5391546 The complaint Mr F complains that lendable Ltd lent irresponsibly when it approved three loan applications he made between 2021 and 2023. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr F applied f... (4 pages)View decision -
Decision Reference DRN-5339827
12 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5339827 The complaint Mr K is unhappy West Bay Insurance Plc turned down a claim he made on his pet insurance policy. What happened Mr K has pet insurance with West Bay taken out in February 2023. In May 2024 he claimed on his policy for the cost of surgery his dog had to remove two... (3 pages)View decision -
Decision Reference DRN-5331724
12 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5331724 The complaint Mr A is unhappy with what Advantage Insurance Company Limited did after he contacted it about a claim he made on his motor legal expenses insurance. What happened Mr A has motor insurance with Advantage which includes motor legal expense cover (provided by a d... (3 pages)View decision -
Decision Reference DRN-5374672
12 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5374672 The complaint Mrs L has complained about a transfer of their Zurich Assurance Ltd personal pension to a small self-administered scheme (“SSAS”) in 2014. Mrs L’s SSAS was subsequently used to invest in commercial property overseas through The Resort Group (‘TRG’). The investm... (18 pages)View decision -
Decision Reference DRN-5389247
12 Mar 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5389247 The complaint Mr W complains that Sainsbury’s Bank Plc’s strong customer authentication (SCA) process unfairly prevented him from using his credit card account. What happened I issued a provisional decision setting out what happened and what I thought about the complaint. I’... (4 pages)View decision -
Decision Reference DRN-5272508
12 Mar 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5272508 The complaint Miss K complains that the car she financed through a hire purchase agreement with MotoNovo Finance Limited was mis-sold. She wants to return the car and have her payments refunded along with compensation for the costs she has incurred while not being able to us... (4 pages)View decision -
Decision Reference DRN-5268311
12 Mar 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5268311 The complaint Mr H is unhappy with the service he received from AXA PPP Healthcare Limited, including the way it handled a claim made under his private health insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-5392014
12 Mar 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-5392014 The complaint Mr M complains that Northern Bank Limited trading as Danske Bank didn’t honour a current account switch offer and that the service he received when he contacted it about the matter was poor. What happened Danske Bank was offering a £200 incentive payment to cu... (3 pages)View decision -
Decision Reference DRN-5330363
12 Mar 2025 Wakam UpheldInsuranceDRN-5330363 The complaint Mr R complains that Wakam unfairly cancelled his commercial courier car insurance policy and hasn’t refunded enough of the premium. What happened Mr R was aged between 64 and 75. He had a part-time role as a delivery driver. From about December 2021, Mr R had... (5 pages)View decision
