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 381194 results
-
Decision Reference DRN-5420849
25 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5420849 The complaint Ms S complains about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) handled a claim for medical assistance under her travel insurance policy. All references to Admiral include the agents appointed to handle claims on its behalf. What happened Ms S was in... (4 pages)View decision -
Decision Reference DRN-5422527
25 Mar 2025 First Response Finance Ltd UpheldConsumer CreditDRN-5422527 The complaint Miss R complains that a car that was supplied to her under a hire purchase agreement with First Response Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint earlier this month in which I described what... (5 pages)View decision -
Decision Reference DRN-5356051
25 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5356051 The complaint Mr V complains that MBNA Limited lent to him irresponsibly. What happened In July 2011, MBNA gave Mr V a credit card (card 1) with a limit of £4,000. In May 2014, it increased the credit limit to £4,000 and in May 2016, it increased it again to £6,800. In Novem... (3 pages)View decision -
Decision Reference DRN-5127648
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5127648 Complaint Ms M is unhappy that Bank of Scotland plc (trading as Halifax) didn’t refund her after she told it she’d fallen victim to a scam. Background In 2023, Ms M received unsolicited contact on a social messaging app. The person who contacted her said they could offer her... (2 pages)View decision -
Decision Reference DRN-5421670
25 Mar 2025 Bamboo Limited UpheldConsumer CreditDRN-5421670 The complaint Mrs A complains that Bamboo Limited was irresponsible in its lending to her. She wants compensation for this. Mrs A is represented by a third party but for ease of reference I have referred to Mrs A throughout this decision. What happened Mrs A was provided wit... (4 pages)View decision -
Decision Reference DRN-5385530
25 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5385530 The complaint This complaint has been brought by Mr M, representing the estate of the late Miss P. Because Miss P’s estate is valued at under £5,000, no Grant of Probate or Letters of Administration are required, and I am satisfied Mr M is able to bring the complaint as the ... (2 pages)View decision -
Decision Reference DRN-5423341
25 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5423341 The complaint Mr X complains that Vanquis Bank Limited didn’t agree to place his credit card account on hold, and that it failed to respond to correspondence. What happened Mr X holds a credit card account with Vanquis. In July 2023, he wrote to Vanquis to inform it that he’... (3 pages)View decision -
Decision Reference DRN-5424674
25 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5424674 The complaint Miss W complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this compla... (8 pages)View decision -
Decision Reference DRN-5422575
25 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5422575 The complaint Mr C complains that Santander UK Plc (Santander) won’t refund any money he lost in an investment scam. What happened What Mr C says: Early in 2022, Mr C decided to start investing to provide a secondary income and to support his family. He says he did a lot of ... (8 pages)View decision -
Decision Reference DRN-5325422
25 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5325422 The complaint Mrs H complains U K Insurance Limited unfairly declined her landlord insurance claim. UKI’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being UKI’s own. What happened In June 2023 Mrs H c... (3 pages)View decision
