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 361839 results
-
Decision Reference DRN-5376155
10 Mar 2025 Zurich Insurance PLC UpheldInsuranceDRN-5376155 The complaint Mr D, a landlord, has complained about his let property insurer Zurich Insurance PLC. What happened Mr D arranged cover with Zurich starting in July 2020. In February 2023, Mr D made a claim to Zurich. This was because, after his tenant had vacated the propert... (6 pages)View decision -
Decision Reference DRN-5316005
10 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5316005 The complaint Mr and Ms F complain about Admiral Insurance (Gibraltar) Limited’s decision to turn down a claim made under their buildings insurance policy. Admiral has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Adm... (3 pages)View decision -
Decision Reference DRN-5382374
10 Mar 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5382374 The complaint Miss S complains that Admiral Financial Services Limited trading as Admiral Money (Admiral) are holding her liable for a loan that she says she didn’t take out or benefit from. What happened The detailed background to this complaint is well known to both parti... (5 pages)View decision -
Decision Reference DRN-5325664
10 Mar 2025 HDI Global Specialty SE UpheldInsuranceDRN-5325664 The complaint Miss B and Ms H complain about the rate HDI Global Specialty SE offered to pay for Ms H’s legal costs following a claim on their legal expenses insurance policy. Miss B and Ms H are joint policyholders, but the complaint is about a claim Ms H made on the policy... (3 pages)View decision -
Decision Reference DRN-5375595
10 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5375595 Complaint Miss M complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with her. She has said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and the stress of ha... (5 pages)View decision -
Decision Reference DRN-4919819
10 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4919819 The complaint Miss R complains that Wise Payments Limited didn’t do enough to prevent the loss she suffered when she fell victim to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some o... (4 pages)View decision -
Decision Reference DRN-5365460
10 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5365460 Complaint Mrs L has complained that Shop Direct Finance Company Limited (trading as “Very”) irresponsibly provided her with two catalogue shopping accounts and credit limit increases. She’s said that this credit was unaffordable for her and it resulted in her entering into a... (6 pages)View decision -
Decision Reference DRN-5042872
10 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5042872 The complaint Mr D complains about a credit card agreement he has with Tesco Personal Finance Limited trading as Tesco Bank. More specifically, the way that Tesco Bank dealt with a claim he submitted under section 75 (s.75) of the Consumer Credit Act (CCA). Tesco Bank did no... (3 pages)View decision -
Decision Reference DRN-5382297
10 Mar 2025 Raylo Group Limited UpheldConsumer CreditDRN-5382297 The complaint Mr W is unhappy Raylo Group Limited returned his mobile phone device, financed through a hire agreement, to an incorrect address. What happened The agreement In February 2023, Mr W entered into a hire agreement for a mobile phone device. The agreement was for... (5 pages)View decision -
Decision Reference DRN-5331507
10 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5331507 The complaint Ms S complains about a credit card agreement she has with Vanquis Bank Limited. More specifically, the way that Vanquis Bank Limited dealt with a claim she submitted under section 75 (s.75) of the Consumer Credit Act (CCA). Vanquis Bank Limited did not uphold h... (3 pages)View decision
