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-4964656
25 Mar 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4964656 The complaint Mr B complains that a car he acquired under a hire purchase agreement with Secure Trust Bank Plc, trading as Moneyway (“Moneyway”), wasn’t of satisfactory quality. What happened In August 2023, Mr B was supplied with a used car through a hire purchase (HP) agre... (3 pages)View decision -
Decision Reference DRN-5233940
25 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5233940 The complaint Mr C complains Zempler Bank Limited didn’t do enough to help get a refund for a transaction made on his credit card. What happened In July 2022, Mr C bought a piece of gym equipment, paying with his Zempler credit card. In June 2024, Mr C says the motor in the... (3 pages)View decision -
Decision Reference DRN-5303733
25 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5303733 The complaint Mr G has complained about the way Aviva Insurance Limited handled a claim he made under his buildings insurance policy. Reference to Mr G or Aviva includes their respective representatives. What happened The circumstances aren’t in dispute, so I’ll summarise ... (2 pages)View decision -
Decision Reference DRN-5414112
25 Mar 2025 ALLICA BANK LIMITED UpheldBanking and PaymentsDRN-5414112 The complaint Mr B and Mr B (who I’ll refer to as Mr B1 and Mr B2) complain that Allica Bank Limited sent incorrect redemption statements for their secured commercial loan. They say they’ve lost about £6,000 as a result. Mr B1 and Mr B2 have been represented in bringing this... (3 pages)View decision -
Decision Reference DRN-5420849
25 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5420849 The complaint Ms S complains about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) handled a claim for medical assistance under her travel insurance policy. All references to Admiral include the agents appointed to handle claims on its behalf. What happened Ms S was in... (4 pages)View decision -
Decision Reference DRN-5422527
25 Mar 2025 First Response Finance Ltd UpheldConsumer CreditDRN-5422527 The complaint Miss R complains that a car that was supplied to her under a hire purchase agreement with First Response Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint earlier this month in which I described what... (5 pages)View decision -
Decision Reference DRN-5356051
25 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5356051 The complaint Mr V complains that MBNA Limited lent to him irresponsibly. What happened In July 2011, MBNA gave Mr V a credit card (card 1) with a limit of £4,000. In May 2014, it increased the credit limit to £4,000 and in May 2016, it increased it again to £6,800. In Novem... (3 pages)View decision -
Decision Reference DRN-5127648
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5127648 Complaint Ms M is unhappy that Bank of Scotland plc (trading as Halifax) didn’t refund her after she told it she’d fallen victim to a scam. Background In 2023, Ms M received unsolicited contact on a social messaging app. The person who contacted her said they could offer her... (2 pages)View decision -
Decision Reference DRN-5421670
25 Mar 2025 Bamboo Limited UpheldConsumer CreditDRN-5421670 The complaint Mrs A complains that Bamboo Limited was irresponsible in its lending to her. She wants compensation for this. Mrs A is represented by a third party but for ease of reference I have referred to Mrs A throughout this decision. What happened Mrs A was provided wit... (4 pages)View decision -
Decision Reference DRN-5385530
25 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5385530 The complaint This complaint has been brought by Mr M, representing the estate of the late Miss P. Because Miss P’s estate is valued at under £5,000, no Grant of Probate or Letters of Administration are required, and I am satisfied Mr M is able to bring the complaint as the ... (2 pages)View decision