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 360264 results
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Decision Reference DRN-5327924
13 Feb 2025 A plan holdings Not upheldInsuranceDRN-5327924 The complaint Mr D and Mrs D have complained that A plan holdings (A Plan) mis-sold them a home insurance policy. What happened Mr D and Mrs D arranged an insurance policy through A Plan, which was an independent intermediary. A few years later, Mr D and Mrs D had a fire at... (4 pages)View decision -
Decision Reference DRN-5240692
13 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5240692 The complaint Miss E complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss E applied for a credit card with Aqua in September 2017. In her application, Miss E said s... (3 pages)View decision -
Decision Reference DRN-5328575
13 Feb 2025 Chubb European Group SE UpheldInsuranceDRN-5328575 The complaint Mr C complains that Chubb European Group SE declined a claim he made under his mobile phone insurance policy. Reference to Chubb includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the background: M... (3 pages)View decision -
Decision Reference DRN-5327332
13 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5327332 The complaint A sole trader, who I will refer to as Mr P, complains that HSBC UK Bank Plc has unfairly applied a Credit Industry Fraud Avoidance System (“CIFAS”) marker against his name. What happened In 2020, Mr P applied for and received a £21,000 Bounce Back Loan (“BBL”) ... (3 pages)View decision -
Decision Reference DRN-5252756
13 Feb 2025 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-5252756 The complaint Mr W complains Moorcroft Debt Recovery Limited are contacting him to repay a debt he says has been settled. What happened Mr W had a loan with a company I’ll refer to as S. Mr W says he settled his loan with S, but they asked Moorcroft to contact Mr W regardin... (4 pages)View decision -
Decision Reference DRN-5137024
13 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5137024 The complaint Mr D complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral) valued his vehicle as a total loss following a collision. Any reference to Admiral in this decision includes their agents. This decision covers Mr D’s complaint brought to t... (5 pages)View decision -
Decision Reference DRN-4952257
13 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4952257 The complaint Mrs W complains about the quality of a car supplied to her using a hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“Alphera”). What happened In May 2023, Mrs W acquired a used car using a hire purchase agr... (5 pages)View decision -
Decision Reference DRN-5328439
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5328439 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. As a result, I don’t intend to set these out in detail he... (5 pages)View decision -
Decision Reference DRN-5302541
13 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5302541 The complaint Mrs M’s complaint is about a claim she made on her U K Insurance Limited trading as Direct Line (‘UKI’) pet insurance policy, which UKI declined to cover. Mrs M feels that UKI have treated her unfairly. What happened The details of this complaint are well known... (2 pages)View decision -
Decision Reference DRN-4891921
13 Feb 2025 Chubb European Group SE Not upheldInsuranceDRN-4891921 The complaint Mr E complains about the decline of his buildings insurance claim under his ‘Masterpeice’ policy by Chubb European Group SE (‘Chubb’). Chubb are the underwriters of this insurance policy. Part of Mr E’s complaint is about the actions of agents appointed by Chub... (5 pages)View decision
