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-5598693
3 Jun 2025 R. K. Henshall & Co. Limited UpheldInsuranceDRN-5598693 The complaint S complains that R.K.Henshall & Co Limited (RKH) mis sold them a motor fleet policy. This is because it was unaware that the excess payable on one of the vehicles was £1500. What happened S purchased a fleet policy through RKH in November 2024. In Decembe... (3 pages)View decision -
Decision Reference DRN-5595835
3 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5595835 The complaint Mr R complains that a car supplied to him under a hire purchase agreement with Black Horse Limited is of unsatisfactory quality. Black Horse Limited have upheld the complaint and offered redress. Mr R is left unhappy at the redress offered by Black Horse Limite... (4 pages)View decision -
Decision Reference DRN-5436350
3 Jun 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5436350 The complaint Mr P complains about Fortegra Europe Insurance Company Ltd (“FEI”) and their decision to decline the claim he made on his Guaranteed Asset Protection (“GAP”) insurance policy. What happened The claim and complaint circumstances are well known to both parties. S... (3 pages)View decision -
Decision Reference DRN-4977342
3 Jun 2025 ClearBank Limited UpheldBanking and PaymentsDRN-4977342 The complaint A company which I’ll refer to as F, complains that ClearBank Limited (‘ClearBank’) won’t refund the money they lost after falling victim to a scam. Miss K, who is a director of F, brings the complaint on F’s behalf. What happened In 2024, Miss K received a ca... (4 pages)View decision -
Decision Reference DRN-5528883
3 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5528883 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Mr R made... (6 pages)View decision -
Decision Reference DRN-5598382
2 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5598382 The complaint Mr D is unhappy with how long Liverpool Victoria Insurance Company Limited (“LV”) took to deal with a buildings insurance claim after Mr D’s property suffered an escape of water. The complaint involves the actions of agents for whom LV is responsible. Unless s... (6 pages)View decision -
Decision Reference DRN-5584065
2 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5584065 The complaint Mr and Mrs W are unhappy with the way Lloyds Bank General Insurance Limited dealt with a claim on their buildings insurance policy following a storm. Mr and Mrs W have been represented by a relative. I’ll refer to any comments made by the relative as though th... (10 pages)View decision -
Decision Reference DRN-5564677
2 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5564677 The complaint Mrs R has complained that Kroo Bank Ltd won’t reimburse her for a cash withdrawal where she’s explained that the cash did not properly dispense. What happened In October 2024, Mrs R tried to withdraw £230 at an ATM. The amount debited her account, but she’s exp... (2 pages)View decision -
Decision Reference DRN-5597835
2 Jun 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5597835 The complaint Mr O complains that Nelson Insurance Company delayed in settling his claim following the theft of his taxi, and the settlement valuation was too low. What happened Mr O held a Private and Public Hire insurance policy with Nelson for his taxi vehicle. In July 2... (3 pages)View decision -
Decision Reference DRN-5595160
2 Jun 2025 Fintern Ltd UpheldConsumer CreditDRN-5595160 The complaint Mr K complains that Fintern Ltd trading as Abound lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: In January 2024 Mr K app... (5 pages)View decision
