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 363152 results
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Decision Reference DRN-5331653
26 Mar 2025 HDI Global Specialty SE UpheldInsuranceDRN-5331653 The complaint Mrs R’s complaint is about the handling of a claim made under her legal expenses insurance cover with HDI Global Specialty SE. HDI Global Specialty SE is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agent... (10 pages)View decision -
Decision Reference DRN-5397125
26 Mar 2025 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-5397125 The complaint Mr H has complained that Tide Platform Ltd (“Tide”) failed to protect him from falling victim to a “safe account” scam and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all... (5 pages)View decision -
Decision Reference DRN-5025115
26 Mar 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5025115 The complaint Mr C complains that a car he acquired under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (“Northridge Finance”) wasn’t of satisfactory quality. He also complains about the administration of his agreement. Mr C is being rep... (3 pages)View decision -
Decision Reference DRN-5373753
26 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5373753 The complaint Mr O complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for a Fluid credit card in August 2022. In his application, Mr O said he was employ... (3 pages)View decision -
Decision Reference DRN-5428762
26 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5428762 The complaint Mr C complains about the quality of a car he acquired under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (LRFS). When I refer to what Mr C has said and what LRFS have said, it should also be taken to include thing... (7 pages)View decision -
Decision Reference DRN-5428904
26 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5428904 The complaint Mr and Mrs M complain AXA Insurance UK Plc has unfairly declined a claim they made for damage under their home insurance policy. What happened In August 2020, Mr and Mrs M noticed damage to their property, including cracks around windows. They made a claim on t... (3 pages)View decision -
Decision Reference DRN-5352503
26 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5352503 The complaint Mrs S complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Mrs S applied for a Vanquis credit card in August 2014. In her application, Mrs S said she was emp... (3 pages)View decision -
Decision Reference DRN-5391923
26 Mar 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5391923 The complaint Mrs S complains that AA Underwriting Insurance Company Limited avoided her policy (treated it like it never existed) and refused to pay her claim. What happened Mrs S took out a motor insurance policy with AA through gocompare.com. Several months later she mad... (2 pages)View decision -
Decision Reference DRN-5356319
26 Mar 2025 Monarch Financial Services Ltd Not upheldMortgagesDRN-5356319 The complaint Mr K and Mr V have complained that in 2022, rather than the five-year fixed rate mortgage they wanted, Merchant City Mortgages Ltd (at the time an appointed representative of Monarch Financial Services Ltd, and referred to here as Monarch) applied for a two-yea... (4 pages)View decision -
Decision Reference DRN-4771084
26 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4771084 The complaint Miss N complains that Bank of Scotland plc (“BoS”) won’t refund money she lost when she fell victim to an investment scam. Miss N is being represented by a claims management company in this complaint. What happened The detailed background to this complaint is... (4 pages)View decision
