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 360982 results
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Decision Reference DRN-5303781
27 Feb 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5303781 The complaint Mr W complains that Volvo Car Finance Services UK Limited (Volvo) wouldn’t cover repairs caused by a tyre blowout either under warranty or under the maintenance plan in his finance agreement. He would like his costs refunded. What happened The details of this ... (2 pages)View decision -
Decision Reference DRN-5359848
27 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5359848 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-5345593
27 Feb 2025 Topaz Finance Limited Not upheldMortgagesDRN-5345593 The complaint Mr and Mrs S complain about Topaz Finance Limited trading as Heliodor Mortgages: They were mis-sold additional secured borrowing. The mortgage was temporarily switched to interest only in 2008 but it was never switched back to repayment. The interest rate... (3 pages)View decision -
Decision Reference DRN-5359846
27 Feb 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5359846 The complaint Mrs M complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under her pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes responsibi... (3 pages)View decision -
Decision Reference DRN-5302351
27 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5302351 The complaint Miss J complains about how U K Insurance Limited (UKI) handled a claim under her motor insurance policy, including a lack of contact and being asked for evidence on several occasions. References to UKI in this decision include their agents. What happened In M... (3 pages)View decision -
Decision Reference DRN-5282265
27 Feb 2025 ALGBRA GROUP LIMITED UpheldBanking and PaymentsDRN-5282265 The complaint Mr K complains about a chargeback request that was turned down by Algbra Group Limited (Algbra). He would like the amount claimed refunded. What happened The details of this complaint are well known to both parties so I won’t repeat these again here, instead I... (2 pages)View decision -
Decision Reference DRN-5318571
27 Feb 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5318571 The complaint Mr E complains that Capital One (Europe) plc applied interest to his account even though he’d settled the previous statement balance in full. What happened Mr E holds a credit card with Capital One. On 7 July 2022 Mr E made a payment of £29.35. The transaction ... (2 pages)View decision -
Decision Reference DRN-5359688
27 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5359688 The complaint Mr S has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited (Stellantis). What happened Stellantis supplied Mr S with a used car on a hire purchase agreement in March 2022. The cash price of the car was £23,00... (4 pages)View decision -
Decision Reference DRN-5290537
27 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5290537 The complaint Mr J complains that Royal & Sun Alliance Insurance Limited (“RSA”) rejected a claim on his pet insurance policy, saying the condition claimed for was a pre-existing condition and so was not covered. He’s also unhappy with the way the claim was managed. Mr J... (3 pages)View decision -
Decision Reference DRN-5155456
27 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5155456 The complaint Mr and Mrs L complain that Lloyds Bank PLC won’t refund all the money they lost when they were the victims of what they feel was a scam. What happened In August 2021, a friend of Mrs L’s recommended an investment company to her that they had been using and had... (4 pages)View decision
