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 368546 results
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Decision Reference DRN-4467865
19 Feb 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4467865 The complaint Mr T complains, on behalf of the trustees of the T trust, about Zurich Assurance Limited. He’s unhappy that he wasn’t made fully aware of the implications of taking a partial surrender from a life insurance policy held by the trust. What happened Mr T contacted... (4 pages)View decision -
Decision Reference DRN-4856746
19 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4856746 The complaint Mr L complains about how Moneybarn No. 1 Limited (‘Moneybarn’) administered his conditional sale agreement when he was unable to repay it. He says that: It didn’t notify him when his direct debit was cancelled. It didn’t help him make a repayment when he w... (4 pages)View decision -
Decision Reference DRN-5329567
19 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5329567 The complaint Mrs M and Mr M are unhappy with the length of time it took West Bay Insurance Plc (West Bay) to carry out the repairs on their vehicle after they made a claim on their motor insurance policy. As Mr M has been leading on this complaint, and for ease I’ve referre... (6 pages)View decision -
Decision Reference DRN-5286676
19 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5286676 The complaint Mr B and Mrs W complain about how esure Insurance Limited trading as Sheilas’ Wheels (esure) handled a claim under their home insurance policy for damage to their property from an escape of water. References to esure include their agents who administer the pol... (5 pages)View decision -
Decision Reference DRN-5127936
19 Feb 2025 eToro (UK) Ltd Not upheldBanking and PaymentsDRN-5127936 The complaint Mr M’s main complaint about eToro (UK) Ltd is that it refused to refund money he lost as a result of fraud. He’s also questioned its subsequent decision to close his account. What happened Sadly, Mr M fell victim to a cruel investment scam in July 2023. Followi... (3 pages)View decision -
Decision Reference DRN-4997325
19 Feb 2025 Origen Financial Services Limited UpheldInvestmentsDRN-4997325 The complaint The K Trust complains about the services Origen Financial Services Limited has provided to it in respect of an investment bond held within the trust. What happened In 2013, the K Trust was established, with three trustees Mrs M, Ms C and Miss M. The trust rece... (4 pages)View decision -
Decision Reference DRN-5340844
19 Feb 2025 Experian Limited Not upheldConsumer CreditDRN-5340844 The complaint Mr H complains Experian Limited have incorrectly reported a County Court Judgment (CCJ) on his credit file. He’s also unhappy with some missed / late payments markers which have been reported. What happened When checking his credit file Mr H noted Experian had... (3 pages)View decision -
Decision Reference DRN-5336628
19 Feb 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5336628 The complaint Mr U complains PayPal UK Ltd charged him for a payment he received. What happened Mr U was paid £10,000 by another PayPal customer and was charged £600.05 for receiving the payment. Mr U felt this was unfair and complained to PayPal. PayPal responded to say ... (3 pages)View decision -
Decision Reference DRN-5292334
19 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5292334 The complaint Mr R complains U K Insurance Limited trading as Direct Line (UKI) unfairly settled a claim on his motor insurance policy. What happened In November 2023 Mr R was driving his car overseas when an incident took place involving a pedestrian. There was no damage t... (3 pages)View decision -
Decision Reference DRN-5340734
19 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5340734 The complaint Mrs D complains about the way Creation Consumer Finance Ltd (Creation) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Act ... (6 pages)View decision
