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 381196 results
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Decision Reference DRN-5653906
29 Sep 2025 Saga Services Limited UpheldInsuranceDRN-5653906 The complaint Mr B has complained about the poor service he received from Saga Services Limited when he renewed his car insurance policy with it. What happened In November 2024 Mr B renewed his car insurance policy through the broker Saga Services Limited (Saga). Mr B raised... (3 pages)View decision -
Decision Reference DRN-5634555
29 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5634555 The complaint Ms H complains about being declined a credit card and having a hard search registered on her credit file by NewDay Ltd (“NewDay”). What happened Ms H applied for a credit card with NewDay and passed the first stage of the application, which she took to mean her... (2 pages)View decision -
Decision Reference DRN-5815374
29 Sep 2025 One Insurance Limited Not upheldInsuranceDRN-5815374 The complaint Miss P complains about how One Insurance Limited (“One Insurance”) handled a claim she made on her car insurance policy following an accident that wasn’t her fault. What happened Miss P has a comprehensive car insurance policy with One Insurance. Unfortunately... (3 pages)View decision -
Decision Reference DRN-5537585
29 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5537585 The complaint Mr G is unhappy Wise Payments Limited didn’t refund him payments he says he sent as part of a scam. He brings the complaint through professional representatives, but for simplicity I’ve referred to the actions of Mr G throughout the decision. What happened Mr G... (3 pages)View decision -
Decision Reference DRN-5783375
29 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5783375 The complaint Mr D complains that Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn) failed to assess his creditworthiness and affordability prior to lending to him. Mr D is represented in this complaint by a professional representative but, for ease, I’ll refer to Mr ... (4 pages)View decision -
Decision Reference DRN-5794286
29 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5794286 The complaint Mrs O and Mr O have complained about the way Admiral Insurance (Gibraltar) Limited (‘Admiral’) has handled a claim they’ve made under their motor insurance policy. What happened In October 2023, Mrs O and Mr O’s vehicle was stolen. Although it was recovered the... (3 pages)View decision -
Decision Reference DRN-5846349
29 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5846349 The complaint Mr O complains that Clydesdale Bank Plc trading as Virgin Money has treated him unfairly in relation to its obligations with regard to payments he made using his credit card. What happened On 24 June 2024, Mr O paid a £200 deposit towards the purchase of a vehi... (4 pages)View decision -
Decision Reference DRN-5553276
29 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5553276 The complaint Mr Y complains that TSB Bank plc unfairly recorded adverse information with credit reference agencies (CRAs), following a missed payment on his credit card account. What happened Mr Y holds a credit card account with TSB. For context, Mr Y also holds a persona... (3 pages)View decision -
Decision Reference DRN-5840371
29 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5840371 The complaint Mr R and Mrs R are unhappy with the service provided by Intact Insurance UK Limited trading as More Th>n (Intact) following a claim made on their home insurance policy. Mr R and Mrs R are both party to this complaint. Mr R has primarily dealt with this Serv... (4 pages)View decision -
Decision Reference DRN-5711986
29 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5711986 The complaint Mrs W complains that esure Insurance Limited’s approved repairer failed to carry out adequate repairs to her car following an accident. What happened Mrs W had esure car insurance. Her car was damaged in an accident and repaired by esure’s approved repairer in ... (2 pages)View decision
