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 369227 results
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Decision Reference DRN-5517991
13 Jun 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5517991 The complaint Mr H complains about how West Bay Insurance Plc (West Bay) has handled a claim on his motor insurance policy. What happened Mr H was involved in an accident with a third-party vehicle in December 2022. When Mr H reported the accident to West Bay, who he held a... (5 pages)View decision -
Decision Reference DRN-5439824
13 Jun 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5439824 The complaint Mr F complains that Haven Insurance Company Limited unfairly declined a claim for storm damage under his home insurance policy. What happened I’ll summarise the main points about this dispute: In September 2024, Mr F got in touch with Haven to report some w... (3 pages)View decision -
Decision Reference DRN-5530853
13 Jun 2025 EE Limited Not upheldConsumer CreditDRN-5530853 The complaint Mrs D complains about a fixed sum loan agreement with EE Limited, that was used to buy a brand new mobile telephone device. What happened In October 2024, Mrs D contacted EE to upgrade her existing mobile telephone handsets. After talking to an advisor, she too... (3 pages)View decision -
Decision Reference DRN-5617498
13 Jun 2025 Armstrong Watson Financial Planning Limited UpheldPensions and AnnuitiesDRN-5617498 The complaint Mr M complains about matters arising from an ongoing advice relationship he had with Armstrong Watson Financial Planning Limited trading as Armstrong Watson (“AWFP”). In particular he complains that AWFP had failed to maintain his pension plan in the light of l... (5 pages)View decision -
Decision Reference DRN-5415621
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5415621 The complaint Miss H complains Revolut Ltd hasn’t refunded payments she lost to a scam. What happened In March 2024, Miss H received a call saying her bank account had been compromised, and she needed to move her funds elsewhere to keep them safe. On the instructions of the ... (2 pages)View decision -
Decision Reference DRN-5598692
13 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5598692 The complaint Mr H complains that HSBC UK Bank Plc trading as first direct (“first direct”) rejected a claim he made under section 75 of the Consumer Credit Act 1974. What happened In January 2024, Mr H bought a combi microwave oven with a grill and convection oven facility... (4 pages)View decision -
Decision Reference DRN-5278231
13 Jun 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5278231 The complaint Mr C complains about a car he acquired using a hire purchase agreement with N.I.I.B Group Limited trading as Northridge Finance (“Northridge”). He says the alloys on the wheels have oxidised and will negatively affect the car’s value. What happened In April 202... (2 pages)View decision -
Decision Reference DRN-5623903
13 Jun 2025 Black Horse Limited Not upheldConsumer CreditDRN-5623903 The complaint Mr M complains that he was mis-sold a caravan which was financed using a hire purchase agreement with Black Horse Limited (“Black Horse”). What happened In July 2023, Mr M entered into a Licence Agreement for a holiday caravan pitch with a company I’ll call ‘B.... (3 pages)View decision -
Decision Reference DRN-5584316
13 Jun 2025 PRA Group (UK) Limited UpheldConsumer CreditDRN-5584316 The complaint Miss H has complained about the actions of PRA Group (UK) Limited (PRA) when dealing with a debt they are pursuing her for. What happened PRA are pursuing Miss H for a debt that accrued on a credit card she had. The original lender (OL) defaulted the account Mi... (4 pages)View decision -
Decision Reference DRN-5623649
13 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5623649 The complaint Ms G is unhappy with how NewDay Ltd (NewDay) handled her payment dispute claim. What happened Ms G booked a 14 night villa stay commencing 16 June 2023 with an agent I shall call ‘M’. This was paid using her NewDay credit card at a total cost of £6,887.50 for t... (8 pages)View decision
