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 381196 results
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Decision Reference DRN-5450403
2 Apr 2025 Western Provident Association Limited UpheldInsuranceDRN-5450403 The complaint Mr N complains about how Western Provident Association Limited (‘WPA’) handled his private medical insurance claim. What happened Mr N is insured under a group private medical insurance policy, provided by WPA. WPA pre-authorised a claim for Mr N in early 2023... (4 pages)View decision -
Decision Reference DRN-5406754
2 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5406754 The complaint Mr L complains that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) unfairly reported a late payment to the Credit Reference Agencies. Mr L wants the late payment marker removed from his credit file. What happened Mr L was incarcerated for a sh... (2 pages)View decision -
Decision Reference DRN-5289473
2 Apr 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5289473 The complaint Mr O’s complaint is, in essence, that Tandem Personal Loans Ltd trading as Oplo (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened On 6 June 2019 (the ‘Ti... (5 pages)View decision -
Decision Reference DRN-5369181
2 Apr 2025 esure Insurance Limited Not upheldInsuranceDRN-5369181 The complaint Mr N complains esure Insurance Limited (esure) are holding him partially responsible for an accident under his motor insurance policy. What happened In April 2024 Mr N was unfortunately involved in an accident involving another vehicle. Mr N reported the accide... (2 pages)View decision -
Decision Reference DRN-5357018
2 Apr 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5357018 The complaint Ms C has complained that Assurant General Insurance Limited didn’t repair her mobile phone correctly when she made a claim under her mobile phone insurance. What happened Ms C said she accidently dropped her mobile phone on the pavement. Despite her phone bein... (2 pages)View decision -
Decision Reference DRN-5340491
2 Apr 2025 Skipton Building Society UpheldBanking and PaymentsDRN-5340491 The complaint Mr F complains that Skipton Building Society failed to send statements for his accounts when requested and more particularly about its actions in initiating a welfare check on him and the impact this had on his mental health. What happened In early May 2024 Mr ... (3 pages)View decision -
Decision Reference DRN-5446875
2 Apr 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5446875 The complaint Mrs O complains that Zopa Bank Limited (Zopa) haven’t been sufficiently supportive of the financial difficulties she’s experienced due to ill health. What happened Mrs O contacted Zopa to discuss arrears that had built up on her credit card account. She subsequ... (2 pages)View decision -
Decision Reference DRN-4870033
2 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4870033 The complaint Mr R complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Between August and September 2023, Mr R lost just over £10,000 to an investment scam over the course of three payments. Our investigator did... (2 pages)View decision -
Decision Reference DRN-5346700
2 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5346700 The complaint Miss A complains American Express Services Europe Limited (‘AESEL’) didn’t communicate fairly with her regarding her credit card account. Miss A would like her concerns to be addressed. What happened Miss A held a Platinum credit card with AESEL and applied f... (2 pages)View decision -
Decision Reference DRN-4941549
2 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4941549 The complaint Mr J is unhappy that Wise Payments Limited haven’t refunded money he lost as a result of a scam. Mr J is being represented by a claims management company but for ease of reference I’ll only refer to Mr J here. What happened The detailed background to this com... (3 pages)View decision
