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
-
Decision Reference DRN-4873560
26 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-4873560 The complaint Mr F is unhappy about how Tesco Personal Finance Limited handled his disputes for transactions made using his Tesco credit card account. What happened Mr F used his credit card account to pay to book a stay in “Apartment 1” between 18 and 21 March 2024. The boo... (3 pages)View decision -
Decision Reference DRN-5375880
26 Mar 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5375880 The complaint Mr D and Mrs D complain that Highway Insurance Company Limited (Highway) acted unfairly by avoiding their buildings insurance policy and refused to pay their claim. What happened Mr D and Mrs D had placed their buildings insurance via a broker (who I’ll refer t... (3 pages)View decision -
Decision Reference DRN-5411892
26 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceThe complaint X complains that Liverpool Victoria Insurance Company accepted liability on their behalf without proper consideration of the situation. What happened In March 2024 X was notified by LV that they had received a claim from another insurer who alleged that they had been involved... (3 pages)View decision -
Decision Reference DRN-5400262
26 Mar 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5400262 The complaint Mr G says Aviva Life & Pensions UK Limited (Aviva) was responsible for mishandling his request to surrender two of his personal pensions. He says this has resulted in him paying too much tax. What happened Mr G was a serving prisoner. He needed to pay the C... (6 pages)View decision -
Decision Reference DRN-5311408
26 Mar 2025 BUPA Insurance Limited UpheldInsuranceDRN-5311408 The complaint Mr L complains about BUPA Insurance Limited’s decision on a claim under his private health insurance policy. What happened Mr L holds a private health insurance policy through his employer, provided by Bupa. Mr L had surgery in April 2023, and physiotherapy f... (4 pages)View decision -
Decision Reference DRN-5361813
26 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5361813 The complaint Mr D complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr D applied for a Vanquis credit card in January 2023. In his application, Mr D said he was employed with an income of £42,000 a year which... (3 pages)View decision -
Decision Reference DRN-5427919
26 Mar 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5427919 The complaint Ms G complains that Fortegra Europe Insurance Company Ltd unfairly declined part of a claim she made on her alloy wheel insurance policy. Reference to Fortegra includes its agents. What happened Ms G holds an alloy wheels insurance policy with Fortegra. When he... (3 pages)View decision -
Decision Reference DRN-5371359
26 Mar 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5371359 The complaint Mrs W complains that Zopa Bank Limited (Zopa) acted irresponsibly by agreeing to two loans that Mrs W said she couldn’t afford to repay. What happened In August 2023 Mrs W applied for a £3,000 loan with Zopa repayable over 48 months at £105.33 a month. She said... (4 pages)View decision -
Decision Reference DRN-5205655
26 Mar 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5205655 The complaint Mrs V has complained about the quality of a car provided on finance by Go Car Credit Limited (GCCL). What happened GCCL supplied Mrs V with a used car on a hire purchase agreement in December 2023. The cash price of the car was around £11,600 and it had covere... (4 pages)View decision -
Decision Reference DRN-5378164
26 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5378164 The complaint Miss J complains that NewDay Ltd trading as Marbles defaulted and terminated her account. What happened Miss J holds a credit card account with NewDay. In September 2024 NewDay wrote to Miss J and advised her that the agreement had been terminated and that the ... (2 pages)View decision
