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 369228 results
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Decision Reference DRN-5556284
18 Jun 2025 Wakam UpheldInsuranceDRN-5556284 The complaint Mr A is complaining about the way Wakam handled a claim he made on his commercial vehicle insurance policy. What happened In February 2024 Mr A was involved in an accident where he crashed into a stationary car. So he contacted Wakam – through his broker – to c... (4 pages)View decision -
Decision Reference DRN-5625288
18 Jun 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5625288 The complaint Mr W complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr W’s borrowing can be found below. loan number loan amount agreement date repaym... (5 pages)View decision -
Decision Reference DRN-5441732
18 Jun 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5441732 The complaint Mrs P complained that Gresham Insurance Company Limited (“Gresham”) unfairly declined her claim for the theft of a bike, under her home contents insurance policy. What happened Mrs P said her husband was sitting on a grassy area eating lunch. He had left their ... (2 pages)View decision -
Decision Reference DRN-5631829
18 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5631829 The complaint Mr E and Miss H complain about Royal & Sun Alliance Insurance Limited (“RSA”) and the decision to decline the claim they made on their home insurance policy, following the theft of their TentBox (“TB”). Miss H has acted as the main representative during the... (4 pages)View decision -
Decision Reference DRN-5611622
18 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5611622 The complaint Mr G’s complaint is about the rejection of a claim made under his annual travel insurance policy with Admiral Insurance (Gibraltar) Limited. What happened Mr G was due to fly to the Middle East on 1 October 2024 but when he arrived at the airport, he discovered... (4 pages)View decision -
Decision Reference DRN-5501386
18 Jun 2025 RAC Insurance Limited Not upheldInsuranceDRN-5501386 The complaint Mr M complained that RAC Insurance Limited (“RAC”) didn’t provide him with the service he expected under his breakdown assistance policy. All references to RAC include its agents. What happened Whilst driving in Europe in October 2024 Mr M’s car suffered a mech... (3 pages)View decision -
Decision Reference DRN-5513016
18 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5513016 The complaint Mr M complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly recorded an incident on his motor insurance record. What happened Mr M was driving his car and whilst going over a speed bump in the road he braked and a part on his car broke leaving it un... (2 pages)View decision -
Decision Reference DRN-5455567
18 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5455567 The complaint Mr S complains that Metro Bank PLC failed in its duty to protect him when he fell victim to an investment scam. He wants the money he lost refunded along with 8% interest and compensation for the upset he has been caused. Mr S is represented by a third party bu... (4 pages)View decision -
Decision Reference DRN-5626679
18 Jun 2025 Sky UK Limited Not upheldConsumer CreditDRN-5626679 The complaint Mr F complains about four fixed sum loan agreements, taken out with Sky UK Limited to buy four brand new mobile telephone devices. What happened In August 2023, Mr F took out two fixed sum loan agreements with Sky, to pay for two brand new mobile telephone hand... (4 pages)View decision -
Decision Reference DRN-5631528
18 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5631528 The complaint Mrs T complains that NewDay Ltd trading as Pulse lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs T applied for a Pulse credit card in August 2014. Pulse has explained that due to the passa... (3 pages)View decision
