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 121115 results
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Decision Reference DRN-5273241
17 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5273241 The complaint Mr B complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this... (7 pages)View decision -
Decision Reference DRN-5328744
17 Feb 2025 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-5328744 The complaint Mr B complains that without informing him, Zilch Technology Limited converted his existing buy now, pay later account into a regulated credit agreement and went on to record adverse payment information on his credit file. He says this led to financial loss when... (4 pages)View decision -
Decision Reference DRN-5336437
17 Feb 2025 Unum Ltd UpheldInsuranceDRN-5336437 The complaint Mr O has complained that Unum Ltd declined his claim for income protection benefit made under his group income protection policy. What happened Mr O made a claim, after he was absent from work in February 2022 due to insomnia, low mood, listlessness and concent... (3 pages)View decision -
Decision Reference DRN-5336974
17 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5336974 The complaint Mr and Mrs T complain about Aviva Insurance Limited’s (‘Aviva’) handling of their car insurance claim, including Aviva’s decision to stop pursuing liability against a third party. What happened While on holiday in April 2023, Mr and Mrs T’s car was damaged when... (8 pages)View decision -
Decision Reference DRN-5246252
17 Feb 2025 One Insurance Limited UpheldInsuranceDRN-5246252 The complaint Mrs L has complained about the manner in which One Insurance Limited dealt with her claim under her motor policy following an accident which caused damage to her car. What happened Mrs L was involved in an accident with a motorbike in September 2021. She was o... (3 pages)View decision -
Decision Reference DRN-5092313
17 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5092313 The complaint A company, which I will refer to as B, complains about Barclays Bank UK Plc’s actions in relation to its bank account. Briefly, B’s director says that Barclays made repeated requests for the same information, wrongly closed the account, and then on re-opening t... (4 pages)View decision -
Decision Reference DRN-4967798
17 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4967798 The complaint Mr F complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s being represented. To keep things simple, I’ll refer to Mr F throughout this decision. What happened The background to this complaint is known to both parti... (10 pages)View decision -
Decision Reference DRN-4637504
17 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4637504 The complaint Mrs W complains that Bank of Scotland plc did not accept her claim under section 75 of the Consumer Credit Act 1974 (“section 75”) in respect of a timeshare relinquishment agreement. The bank operates in this case under its Halifax brand. Mrs W has been represe... (3 pages)View decision -
Decision Reference DRN-4741684
17 Feb 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4741684 The complaint Mr T complains about an unsuccessful chargeback on his credit card held with American Express Services Europe Limited trading as American Express (Amex). What happened In July 2023 Mr T made a purchase with an online retailer using a third-party payment provide... (3 pages)View decision -
Decision Reference DRN-5268252
17 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5268252 The complaint Mr H is unhappy with the service received from AXA PPP Healthcare Limited in connection with a private medical insurance policy he had which was due to renew. That includes collecting the policy premium from him even though he’d phoned disputing the premium amo... (2 pages)View decision
