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 360264 results
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Decision Reference DRN-5258203
19 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5258203 The complaint Mrs T has complained that U K Insurance Limited (UKI) declined a claim she made on a travel insurance policy attached to her bank account. What happened Mrs T was on a trip abroad in October 2023 when she was injured due to a bad fall. Therefore, she made a cl... (4 pages)View decision -
Decision Reference DRN-4467865
19 Feb 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4467865 The complaint Mr T complains, on behalf of the trustees of the T trust, about Zurich Assurance Limited. He’s unhappy that he wasn’t made fully aware of the implications of taking a partial surrender from a life insurance policy held by the trust. What happened Mr T contacted... (4 pages)View decision -
Decision Reference DRN-4856746
19 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4856746 The complaint Mr L complains about how Moneybarn No. 1 Limited (‘Moneybarn’) administered his conditional sale agreement when he was unable to repay it. He says that: It didn’t notify him when his direct debit was cancelled. It didn’t help him make a repayment when he w... (4 pages)View decision -
Decision Reference DRN-5329567
19 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5329567 The complaint Mrs M and Mr M are unhappy with the length of time it took West Bay Insurance Plc (West Bay) to carry out the repairs on their vehicle after they made a claim on their motor insurance policy. As Mr M has been leading on this complaint, and for ease I’ve referre... (6 pages)View decision -
Decision Reference DRN-5286676
19 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5286676 The complaint Mr B and Mrs W complain about how esure Insurance Limited trading as Sheilas’ Wheels (esure) handled a claim under their home insurance policy for damage to their property from an escape of water. References to esure include their agents who administer the pol... (5 pages)View decision -
Decision Reference DRN-5127936
19 Feb 2025 eToro (UK) Ltd Not upheldBanking and PaymentsDRN-5127936 The complaint Mr M’s main complaint about eToro (UK) Ltd is that it refused to refund money he lost as a result of fraud. He’s also questioned its subsequent decision to close his account. What happened Sadly, Mr M fell victim to a cruel investment scam in July 2023. Followi... (3 pages)View decision -
Decision Reference DRN-4997325
19 Feb 2025 Origen Financial Services Limited UpheldInvestmentsDRN-4997325 The complaint The K Trust complains about the services Origen Financial Services Limited has provided to it in respect of an investment bond held within the trust. What happened In 2013, the K Trust was established, with three trustees Mrs M, Ms C and Miss M. The trust rece... (4 pages)View decision -
Decision Reference DRN-5340844
19 Feb 2025 Experian Limited Not upheldConsumer CreditDRN-5340844 The complaint Mr H complains Experian Limited have incorrectly reported a County Court Judgment (CCJ) on his credit file. He’s also unhappy with some missed / late payments markers which have been reported. What happened When checking his credit file Mr H noted Experian had... (3 pages)View decision -
Decision Reference DRN-5336628
19 Feb 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5336628 The complaint Mr U complains PayPal UK Ltd charged him for a payment he received. What happened Mr U was paid £10,000 by another PayPal customer and was charged £600.05 for receiving the payment. Mr U felt this was unfair and complained to PayPal. PayPal responded to say ... (3 pages)View decision -
Decision Reference DRN-5292334
19 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5292334 The complaint Mr R complains U K Insurance Limited trading as Direct Line (UKI) unfairly settled a claim on his motor insurance policy. What happened In November 2023 Mr R was driving his car overseas when an incident took place involving a pedestrian. There was no damage t... (3 pages)View decision
