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 392389 results
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Decision Reference DRN-5732821
8 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5732821 The complaint Mr G has complained that Wise won’t refund a payment he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. I issue... (2 pages)View decision -
Decision Reference DRN-5707060
8 Aug 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5707060 The complaint Mrs P’s complained – in her capacity as representative of the late Mr P’s estate – that Co-op Funeral Plans Limited gave her misleading information about how Mr P’s pre-paid funeral plan could be used when he passed away. What happened About ten years ago, Mr P... (3 pages)View decision -
Decision Reference DRN-5743057
8 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5743057 The complaint Miss N is unhappy with how Mitsubishi HC Capital UK PLC trading as Hitachi Personal Finance (‘HPF’) handled a claim under section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Around November 2019 Miss N underwent laser eye surgery at a clinic I’l... (7 pages)View decision -
Decision Reference DRN-5268276
8 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5268276 The complaint Miss M complains that Revolut Ltd failed to sufficiently intervene causing her to fall victim to authorised push payment (APP) employment scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. ... (4 pages)View decision -
Decision Reference DRN-5486485
8 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5486485 The complaint With the help of a professional representative (PR) Miss C complains that Startline Motor Finance Limited lent to her irresponsibly. For ease I’ll refer to the PR’s actions as being those of Miss C. What happened On 31 July 2019, Miss C entered a Hire Purchase ... (3 pages)View decision -
Decision Reference DRN-5742976
8 Aug 2025 Euroins AD UpheldInsuranceDRN-5742976 The complaint Mrs T complains about how Euroins AD dealt with a claim against her travel insurance policy. Reference to Euroins includes its agents. What happened In summary, Mrs T had a single trip travel insurance policy underwritten by Euroins. Unfortunately, during her ... (6 pages)View decision -
Decision Reference DRN-5715297
8 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5715297 The complaint F, a limited company, complains U K Insurance Limited (UKI) applied one indemnity limit to two claims it made on its commercial combined insurance policy. What happened F is a business which receives and disposes of animal by products (primarily for processing ... (5 pages)View decision -
Decision Reference DRN-5712036
8 Aug 2025 Michael Pettifer Insurance Brokers Ltd UpheldInsuranceDRN-5712036 The complaint Miss L and Mr L are unhappy with what Michael Pettifer Insurance Brokers Ltd (MPI) did following a claim on their travel insurance policy. Although the policy is in joint names as the claim relates to Miss L I’ll mainly refer to her in this decision. What happe... (2 pages)View decision -
Decision Reference DRN-5690601
8 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5690601 The complaint Miss L complains about how Aviva Insurance Limited handled her claim against her private medical insurance policy and its decision to decline her claim. Miss L’s mother, S, is assisting Miss L in bringing her complaint. Miss L’s father, J, has also corresponded... (4 pages)View decision -
Decision Reference DRN-5626193
8 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5626193 The complaint Mr A complains about the quality of a used car he acquired through a hire purchase agreement with FIRST RESPONSE FINANCE LIMITED (‘First Response’). Mr A says the car broke down very soon after he acquired it. He says he has been sold faulty goods, and his mone... (4 pages)View decision