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 366874 results
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Decision Reference DRN-5442568
30 Apr 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5442568 The complaint Mrs A complains that Madison CF UK Limited trading as 118 118 Money (118 118) acted irresponsibly in agreeing to lend to her. In bringing her complaint Mrs A is represented by a third party. For ease of reading I will only refer to Mrs A in my decision. What ha... (4 pages)View decision -
Decision Reference DRN-5497922
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5497922 The complaint Mr and Mrs S complain about the information NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) is reporting to the Credit Reference Agencies (“CRA’s”) in relation to a loan account they had with it. In addition to this, they complain that the loan acc... (3 pages)View decision -
Decision Reference DRN-5497203
30 Apr 2025 HDI Global Specialty SE UpheldInsuranceDRN-5497203 The complaint Mr and Mrs L complained about the poor service and delays in receiving their settlement from HDI Global Specialty SE (“HDI”) under their home insurance policy. They also think an excess payment was unfairly charged. What happened Mr and Mrs L made a claim when ... (2 pages)View decision -
Decision Reference DRN-5163615
30 Apr 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5163615 The complaint M is a company, which has brought this complaint through its director, Mr S. He complains that solicitors who represented him in matrimonial proceedings acted negligently. Because he paid the solicitors in part using a credit facility provided by New Wave Capit... (2 pages)View decision -
Decision Reference DRN-5519191
30 Apr 2025 Kingfisher Insurance Services Limited UpheldInsuranceDRN-5519191 The complaint Mr S has complained that Kingfisher Insurance Services Limited failed to correctly arrange a motor trade policy for him and that it said it would reimburse a police impound fee he had to pay . What happened Mr S bought a motor trade policy with a broker, Kingf... (3 pages)View decision -
Decision Reference DRN-5437843
30 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5437843 The complaint Mr U complains that NewDay Ltd trading as Aquacard (“NewDay”) didn’t handle his claim correctly. What happened Mr U purchased a number of items from a retailer I shall call ‘”G” on 6 November 2023 at a total cost of £477.47. However he decided he didn’t want th... (5 pages)View decision -
Decision Reference DRN-5359802
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5359802 The complaint Mr U complains that Lloyds Bank PLC credited £12,270 to his account when he paid in £15,270. What happened Mr U visited a branch of Lloyds on 5 December 2024 and says he paid in £15,270. He didn’t check the receipt when it was handed to him in branch but did so... (2 pages)View decision -
Decision Reference DRN-5446734
30 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5446734 The complaint Mrs E is unhappy with the decision by U K Insurance Limited trading as Direct Line (UKI) following a claim under her home insurance policy for damage caused by a fire. UKI is the underwriter of this policy. UKI has accepted it is accountable for the actions of... (6 pages)View decision -
Decision Reference DRN-5521427
30 Apr 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5521427 The complaint Mr F is unhappy with a car supplied under a conditional sale agreement provided by Santander Consumer (UK) Plc. What happened Around April 2023 Mr F acquired a used car under a conditional sale agreement with Santander. The car is listed with a cash price of £2... (5 pages)View decision -
Decision Reference DRN-5503792
30 Apr 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5503792 The complaint Mrs K is unhappy that Assurant General Insurance Limited (“AGI”) declined her claim for theft of her mobile phone. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mrs K had mobile... (2 pages)View decision
