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 128535 results
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Decision Reference DRN-5397312
14 Mar 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5397312 The complaint Mr J complains about the quality of a car he acquired under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). When I refer to what Mr J has said and what Moneybarn have said, it should also be taken to include things said on their behalf. ... (4 pages)View decision -
Decision Reference DRN-5369726
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5369726 The complaint Mr R complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of this ... (10 pages)View decision -
Decision Reference DRN-5396809
14 Mar 2025 EUI Limited UpheldConsumer CreditDRN-5396809 The complaint Mr M is unhappy with how EUI Limited treated him when he made a late payment under a fixed sum loan agreement taken to fund a car insurance policy. What happened Around June 2023 Mr M took a fixed sum loan with EUI to fund the purchase of a car insurance polic... (3 pages)View decision -
Decision Reference DRN-5292666
14 Mar 2025 Acasta European Insurance Company Limited UpheldInsuranceDRN-5292666 The complaint Mr R complains that Acasta European Insurance Company Limited unfairly declined a claim he made on his motor warranty, Reference to Acaster includes its agents. What happened Mr R holds a motor warranty with Acasta. When his car suffered a broken suspension spr... (3 pages)View decision -
Decision Reference DRN-5352057
14 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5352057 The complaint Mrs T complains that Vanquis Bank Limited gave her incorrect information about the impact of an arrangement to repay her credit card. What happened Mrs T holds a credit card account with Vanquis. On 5 February 2024 Vanquis wrote to Mrs T about an interest rate ... (3 pages)View decision -
Decision Reference DRN-5396863
14 Mar 2025 Simplyhealth Access UpheldInsuranceDRN-5396863 The complaint Mr M has complained that Simplyhealth Access cancelled his private medical insurance (PMI) policy without his knowledge. What happened Simplyhealth wrote to Mr M in January 2024 to inform him that it was cancelling the policy from the renewal date of 1 Februar... (3 pages)View decision -
Decision Reference DRN-5396652
14 Mar 2025 Exeter Friendly Society Limited UpheldInsuranceDRN-5396652 The complaint Mr K complains Exeter Friendly Society Limited unfairly declined his claim and accused him of working while he was unwell. What happened Mr K works as an events manager at a hospitality venue. In early January 2023, he took out an income protection policy via a... (8 pages)View decision -
Decision Reference DRN-5319715
14 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5319715 The complaint Mr A is unhappy with the settlement amount from AXA Insurance UK Plc following making an impact damage claim on his property insurance policy. What happened On 7 August 2021, Mr A’s property suffered impact damage from a third-party vehicle. Mr A contacted AXA... (3 pages)View decision -
Decision Reference DRN-4842532
14 Mar 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4842532 The complaint Miss T complains about the quality of a used car she acquired through a hire purchase agreement with Creation Consumer Finance Ltd (‘Creation’). Miss T says that the car she has acquired was faulty and she should be allowed to reject it. She also says trying to... (9 pages)View decision -
Decision Reference DRN-5393676
13 Mar 2025 British Gas Insurance Limited UpheldInsuranceDRN-5393676 The complaint Miss D has complained about the service provided by British Gas Insurance Limited under her boiler central heating insurance policy. What happened Miss D experienced problems with her boiler in late 2023. She duly reported the matter to British Gas as it insur... (6 pages)View decision