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-5456121
9 Apr 2025 Vitality Life Limited UpheldInsuranceDRN-5456121 The complaint Mr O has complained that Vitality Life Limited declined a claim he made under his income protection policy. He has also complained delays in handling his claim. What happened The details of this complaint are well known to the parties. In summary Mr O’s policy ... (2 pages)View decision -
Decision Reference DRN-5292137
9 Apr 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5292137 The complaint Miss G has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss G opened an account with Kroo. She’d recently taken up an online job which involved receiving and sending money to a... (2 pages)View decision -
Decision Reference DRN-5288251
9 Apr 2025 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5288251 The complaint Mr G has complained Zilch Technology Limited, trading as Zilch, won’t refund £150 for a transaction he didn’t make. What happened In July 2024 Mr G got a notification from an online marketplace (who I’ll call A) confirming a £150 transaction. This was for the p... (2 pages)View decision -
Decision Reference DRN-5305420
9 Apr 2025 Society of Lloyd's Not upheldInsuranceDRN-5305420 The complaint Mr E complains Society of Lloyd’s have declined the claim he made under his yacht insurance policy. What happened The events of this complaint will be well known to both parties and so I’ve summarised events. In February 2023 Mr E’s yacht was returned to the wa... (5 pages)View decision -
Decision Reference DRN-5427568
9 Apr 2025 Quidie Limited Not upheldConsumer CreditDRN-5427568 The complaint Miss F complains that Quidie Limited trading as Fernovo (“Quidie”) lent to her irresponsibly. What happened Miss F took three loans from Quidie. Here is a table giving a few details. Monies were owed on loan 3 in September 2024. It’s unclear whether loan 3 rema... (3 pages)View decision -
Decision Reference DRN-5204097
9 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5204097 The complaint Ms W complains The Co-operative Bank Plc unfairly closed her accounts immediately without notice. What happened Ms W held business accounts and a personal account with The Co-op. In early March 2024 The Co-op restricted Ms W’s accounts, and informed her that ... (3 pages)View decision -
Decision Reference DRN-5399350
9 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5399350 The complaint Mr O is unhappy with the decision by Royal & Sun Alliance Insurance Limited (RSA) following a claim for storm damage on his home insurance policy. What happened Mr O held a home insurance policy with RSA which included cover for storm damage. The policy te... (4 pages)View decision -
Decision Reference DRN-5426630
9 Apr 2025 Vitality Life Limited Not upheldInsuranceDRN-5426630 The complaint The estate of Mrs W complains because Vitality Life Limited (‘Vitality’) hasn’t paid claims under four life insurance policies. Mr W has brought this complaint to us in his capacity as the executor of Mrs W’s estate. Mr W has appointed a representative to corre... (4 pages)View decision -
Decision Reference DRN-5433546
9 Apr 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5433546 The complaint Ms C says that a secured (second charge) loan she took out in 2021 with Tandem Home Loans Ltd trading as Oplo was unaffordable and irresponsibly lent. What happened Ms C applied for this loan in January 2021 through an independent mortgage broker. The offer iss... (4 pages)View decision -
Decision Reference DRN-5108664
9 Apr 2025 EE Limited Not upheldConsumer CreditDRN-5108664 The complaint Mr A complains about the balance owed under a fixed sum loan agreement taken out with EE Limited. What happened In October 2022, Mr A took out a loan with EE to buy a brand new mobile telephone device. The loan was scheduled to be repaid over a period of two ye... (3 pages)View decision
