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 362195 results
-
Decision Reference DRN-5173444
14 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5173444 The complaint Miss S has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. HFL has a third party handling the administration of this complaint. For simpli... (4 pages)View decision -
Decision Reference DRN-5373475
14 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5373475 The complaint Mrs N complains that Kroo Bank Ltd (Kroo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs N received ... (3 pages)View decision -
Decision Reference DRN-5119078
14 Mar 2025 Freetrade Limited Not upheldInvestmentsDRN-5119078 The complaint Mr H complains about Freetrade Limited (Freetrade). He said he received two notices from Freetrade each month instead of one. He said one confirmed payment and the other stated the subscription was unpaid. Mr H said this resulted in his account being restricted... (3 pages)View decision -
Decision Reference DRN-5394405
14 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5394405 The complaint Mrs C’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (14 pages)View decision -
Decision Reference DRN-5347701
14 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5347701 The complaint Mrs C and Mr P complain about how Covea Insurance plc (Covea).dealt with a claim under their motor insurance policy, deeming them to be liable. References to Covea in this decision include their agents. What happened In November 2022 Mrs C and Mr P were invol... (4 pages)View decision -
Decision Reference DRN-5369726
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5369726 The complaint Mr R complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of this ... (10 pages)View decision -
Decision Reference DRN-5397066
14 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5397066 The complaint Mr J complains that Kroo Bank Ltd (“Kroo”) hasn’t protected him from losing money to fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has said that on 17 November 202... (2 pages)View decision -
Decision Reference DRN-5396995
14 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5396995 The complaint Mr C is unhappy with the decision made by British Gas Insurance Limited (BGI) following a claim under his home emergency cover. What happened Mr C took out home emergency cover with BGI. In December 2023 Mr C reported a leak from his downstairs bathroom. BGI ... (4 pages)View decision -
Decision Reference DRN-5396809
14 Mar 2025 EUI Limited UpheldConsumer CreditDRN-5396809 The complaint Mr M is unhappy with how EUI Limited treated him when he made a late payment under a fixed sum loan agreement taken to fund a car insurance policy. What happened Around June 2023 Mr M took a fixed sum loan with EUI to fund the purchase of a car insurance polic... (3 pages)View decision -
Decision Reference DRN-5330193
14 Mar 2025 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-5330193 The complaint Mr K is unhappy with the liability decisions made by Markerstudy Insurance Company Limited (Markerstudy) following two claims made by a third party on his car insurance policy. What happened Mr K purchased a car insurance policy from Markerstudy. As part of th... (6 pages)View decision
