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 367928 results
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Decision Reference DRN-5574719
23 May 2025 Lemonade Insurance N.V. Not upheldInsuranceDRN-5574719 The complaint Mr S is unhappy with the handling of his contents insurance claim by Lemonade Insurance N.V. (Lemonade) following an escape of water incident. What happened The policy booklet terms and conditions for Mr S’s policy explained: Please provide us with the inform... (3 pages)View decision -
Decision Reference DRN-5580477
23 May 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5580477 The complaint Mr F has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In January 2023 Mr F entered into a two-year fixed sum loan agreemen... (5 pages)View decision -
Decision Reference DRN-5566688
23 May 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5566688 The complaint Mr B complains that First Central Insurance Management Limited mis-sold a hire car policy to him. Mr B says that First Central told him that in the event of a claim it would provide him with a like-for-like hire car but it didn't do that when required. Wha... (2 pages)View decision -
Decision Reference DRN-5397846
23 May 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5397846 The complaint Mr G complains that Automobile Association Insurance Services Limited (“AAIS”) renewed his roadside assistance policy even though it wouldn’t cover his commercial vehicles. What happened Mr G has roadside assistance cover with AAIS and has done so ... (4 pages)View decision -
Decision Reference DRN-5234703
23 May 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5234703 The complaint V, a limited company, complains about what Hiscox Insurance Company Limited did after it made a claim on its business insurance policy. V is represented by its director, Mr U. What happened In February 2024 V suffered a flood at its business premises causing da... (4 pages)View decision -
Decision Reference DRN-5519359
23 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5519359 The complaint Mr R complains Advantage Insurance Company Limited (Advantage) provided him with incorrect information about how his no claims discount would be impacted by a claim made under his motor insurance policy. He also complains about the way his claim was handled. Wh... (2 pages)View decision -
Decision Reference DRN-5382337
23 May 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5382337 The complaint Mrs R says Brent Shrine Credit Union Limited trading as My Community Bank (“MCB”) conducted inadequate affordability checks before it lent to her. What happened Mrs R took out a personal loan from MCB through a credit intermediary for £6,000 over 36 months in ... (5 pages)View decision -
Decision Reference DRN-5121711
23 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5121711 The complaint Ms M complains that Nationwide Building Society (“Nationwide”) won’t refund the money she lost when she fell victim to an investment scam. What happened Ms M came across an investment opportunity with a company I will refer to as “B” in 2013. Interested, Ms M r... (5 pages)View decision -
Decision Reference DRN-5317136
23 May 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5317136 The complaint Mr D complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) entered into a Conditional Sale Agreement with him without carrying out sufficient affordability checks. What happened In September 2015, BPF entered into a c... (4 pages)View decision -
Decision Reference DRN-5471367
23 May 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5471367 The complaint Mrs W complains about the quality of a car supplied to her by Oodle Financial Services Limited (“Oodle”). Mrs W has been represented by her partner throughout her complaint. For clarity, I’ve only referred to Mrs W in this decision. What happened Mrs W acquired... (4 pages)View decision
