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 370149 results
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Decision Reference DRN-5220558
30 Dec 2024 Motability Operations Limited UpheldConsumer CreditDRN-5220558 The complaint Miss H complains that the car she acquired through a hire agreement with Motability Operations Limited (“MOL”) wasn’t of satisfactory quality. She wants to reject the car and be compensated for the distress caused. What happened Miss H entered a hire agreement ... (3 pages)View decision -
Decision Reference DRN-5174783
30 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5174783 The complaint R’s complaint is about a claim it made on its Covea Insurance plc (‘Covea’) childcare and business protection insurance policy, which Covea declined. R says that Covea treated it unfairly when declining its claim and that it has suffered considerable commercial... (3 pages)View decision -
Decision Reference DRN-5085151
30 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5085151 Complaint Mr S is unhappy that Revolut Ltd didn't refund him when he told it he'd fallen victim to a scam. Background In April 2023, Mr S fell victim to an investment scam. He received unsolicited contact via WhatsApp from someone promoting an investment opportunit... (2 pages)View decision -
Decision Reference DRN-5092357
30 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5092357 The complaint Miss H complains that Nationwide Building Society blocked and closed her accounts with it and then delayed releasing funds to her. What happened Miss A held a current account and an ISA with Nationwide. On 1 December 2023 Nationwide asked Miss H to complete a f... (2 pages)View decision -
Decision Reference DRN-5198551
30 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5198551 The complaint Mr & Mrs B complains about how Aviva Insurance Limited (“Aviva”) handled a claim under their car insurance policy. When I mention Aviva I also mean its repairers and suppliers. What happened Mr & Mrs B had a motor insurance policy with Aviva covering th... (2 pages)View decision -
Decision Reference DRN-5233742
30 Dec 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5233742 The complaint Mrs K and Mr S’s complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’... (14 pages)View decision -
Decision Reference DRN-5043022
30 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5043022 The complaint Mr P has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment he paid for with credit it provided. What happened In January 2023 Mr P entered into a two-year fixed sum loan agreement with ... (5 pages)View decision -
Decision Reference DRN-5222118
30 Dec 2024 Marshall Motor Group Ltd UpheldInsuranceDRN-5222118 The complaint Mrs G complains that Marshall Motor Group Ltd made an error setting up her policy which impacted her ability to make a claim, and then provided poor service when she was trying to correct it. What happened In 2022 Mrs G bought add on policies when she purchase... (2 pages)View decision -
Decision Reference DRN-5067530
30 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5067530 The complaint Mr C complains that U K Insurance Limited trading as Churchill avoided (treated it like it never existed) a home insurance policy he shared jointly with Mrs C and refused to pay his claim. What happened Mr C took out a home insurance policy online with UKI in J... (4 pages)View decision -
Decision Reference DRN-5178623
30 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5178623 The complaint Mr E is unhappy with the way Aviva Life & Pensions UK Limited dealt with a claim on his policy. What happened Mr E has a life insurance policy underwritten by Aviva. His policy includes additional fracture cover. Unfortunately, whilst on holiday abroad, M... (3 pages)View decision
