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 401363 results
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Decision Reference DRN-5685450
22 Sep 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5685450 The complaint Mrs S complains that PRA Group (UK) Limited (PRA) have treated her unfairly when dealing with her account. What happened Mrs S had a credit card with a company I’ll refer to as B. In August 2015 B sold the account to PRA group with an outstanding balance of £9... (3 pages)View decision -
Decision Reference DRN-5816199
22 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5816199 The complaint C has complained about Wise Payments Limited trading as Wise not refunding several payments made and lost to an authorised push payment (APP) impersonation scam. What happened As per my provisional decision, I will first highlight the eligible complainant in t... (4 pages)View decision -
Decision Reference DRN-5832742
22 Sep 2025 Vitality Health Limited UpheldInsuranceDRN-5832742 The complaint Mr K is unhappy that Vitality Health Limited hasn’t covered a claim under his private medical insurance policy (‘the policy’). What happened I issued my provisional decision earlier in September 2025 explaining why I was intending to direct Vitality to do some... (4 pages)View decision -
Decision Reference DRN-5750637
22 Sep 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5750637 The complaint Mr S complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire purchase agreement with him. Mr S is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mr S hi... (3 pages)View decision -
Decision Reference DRN-5658116
22 Sep 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5658116 The complaint Mr F complains that Salary Finance Limited trading (SFL) acted irresponsibly in providing him with a personal loan because it was unaffordable for him. What happened Mr F took out a personal loan with SFL in April 2022. The loan was for £3,200. The loan term wa... (2 pages)View decision -
Decision Reference DRN-5690398
22 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5690398 The complaint Miss S made a claim on her Red Sands Insurance Company (Europe) Limited (‘Red Sands’) pet insurance policy, which Red Sands declined. Miss S says that Red Sands treated her unfairly. What happened The details of this complaint are well known to both parties, so... (3 pages)View decision -
Decision Reference DRN-5784665
22 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5784665 The complaint Mr H and Ms S complain that Inter Partner Assistance SA (“IPA”) declined their claim and voided their travel insurance policy. What happened Mr H and Ms S had an annual multi-trip travel insurance policy which was provided by IPA. It covered them and their chi... (3 pages)View decision -
Decision Reference DRN-5385502
22 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5385502 The complaint Mr M complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened In September 2024, three people knocked on Mr M’s door and offered him a service cleaning his patio. Mr M was told that they could give... (4 pages)View decision -
Decision Reference DRN-5690491
22 Sep 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5690491 The complaint Mr W complains that Link Financial Outsourcing Limited trading as Link Financial (Link) have mislead him about the enforceability of three debts they are pursuing him for. What happened Mr W has three credit card accounts that Link are the debt servicers for. ... (3 pages)View decision -
Decision Reference DRN-5826537
22 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5826537 The complaint Mx C and Mx F complain about how Covea Insurance plc handled a claim they made on their commercial property insurance policy. Reference to Covea includes its agents. Mx C and Mx F have brought this complaint as joint policyholders, but, for ease of reading, I’ll r... (10 pages)View decision