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 368546 results
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Decision Reference DRN-5453038
29 May 2025 Vodafone Limited UpheldConsumer CreditDRN-5453038 The complaint Mr H complains that Vodafone Limited hasn’t done enough to assist him after his ex-partner took out two agreements on his account without his permission. He wants the agreements removed from his credit file and the loans written off. He also wants compensation ... (4 pages)View decision -
Decision Reference DRN-5535546
29 May 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5535546 The complaint Mr M complains about the handling of his motor insurance claim by Liverpool Victoria Insurance Company Limited (‘LV’). What happened Mr M’s car was damaged by a delivery van in June 2023, and he contacted LV to make a claim under his policy. LV accepted the cl... (2 pages)View decision -
Decision Reference DRN-5527439
29 May 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5527439 The complaint Mr B says Volkswagen Financial Services (UK) Limited (‘VWFS’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. Mr B’s complaint has been brought by... (5 pages)View decision -
Decision Reference DRN-5583237
29 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5583237 The complaint Mr D’s complained that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined the claim he made after his fence was blown down in a storm. What happened Towards the end of 2024, Mr D’s fence came down during a storm. So he contacted RSA to start ... (2 pages)View decision -
Decision Reference DRN-5576591
29 May 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5576591 The complaint Mrs K is unhappy with how Sainsbury’s Bank Plc, trading as Sainsbury’s Finance (Sainsbury’s) engaged with her about her credit card debt. What happened I issued my provisional findings to both parties setting out why I did not think Mrs K’s complaint should be... (4 pages)View decision -
Decision Reference DRN-5442438
29 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5442438 The complaint Mr J complains that Advantage Insurance Company Limited (‘Advantage’) ended his motor insurance policy with them which meant he didn’t earn a no claims discount. What happened Mr J took out a motor insurance policy with Advantage in October 2023. When the poli... (2 pages)View decision -
Decision Reference DRN-5584218
29 May 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5584218 The complaint Mr G complains that Red Sands Insurance Company (Europe) Limited (Red Sands) refused to meet a claim he made for a watch he accidentally lost and caused him considerable distress and inconvenience. What happened Red Sands used a claims manager to handle this cl... (2 pages)View decision -
Decision Reference DRN-4870500
29 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4870500 The complaint Mr N complains that Vanquis Bank Limited suspended his credit card without warning, which resulted in payments being declined and returned direct debits. What happened Mr N holds a credit card account with Vanquis. In January 2024 Vanquis deactivated Mr N’s car... (3 pages)View decision -
Decision Reference DRN-5589754
29 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5589754 The complaint Mr P has complained that Starling Bank Limited refused to process a chargeback request for him for transactions that took place on his account. Background Mr P has told us he has a history of compulsive spending and problem gambling. In order to try to protect... (3 pages)View decision -
Decision Reference DRN-5403960
29 May 2025 Acasta European Insurance Company Limited Not upheldInsuranceDRN-5403960 The complaint Mr and Mrs J complain that Acasta European Insurance Company Limited (“Acasta”) has unfairly declined to cover a claim made under their Acasta sofa warranty. Any reference to Mr and Mrs J or Acasta includes respective agents or representatives. What happened Th... (2 pages)View decision
