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 367300 results
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Decision Reference DRN-4652176
14 Apr 2025 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-4652176 The complaint A limited company, which I will refer to as C, complains about the service it received from Advisory Insurance Brokers Limited trading as Towergate Insurance Brokers when seeking quotes for a commercial insurance policy. What happened Both parties are aware of... (3 pages)View decision -
Decision Reference DRN-5366232
14 Apr 2025 Sky UK Limited Not upheldConsumer CreditDRN-5366232 The complaint Mr M complains about service he got from Sky UK Limited (Sky). What happened On 19 June 2024, Mr M placed an online order for a new mobile phone from Sky. The fixed sum credit agreement was for £606, interest free, to be paid over 36 months. Payments were £18 f... (4 pages)View decision -
Decision Reference DRN-5450779
14 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5450779 The complaint Miss T complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Miss T is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss T herself ... (3 pages)View decision -
Decision Reference DRN-5386493
14 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5386493 The complaint Miss S complains about Vanquis Bank Limited unfairly defaulting her credit card account. What happened At the beginning of 2024, Miss S unfortunately lost her job and came into financial difficulties. This meant she was unable to make the minimum payment on her... (3 pages)View decision -
Decision Reference DRN-5476517
14 Apr 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5476517 The complaint Miss G complains about the amount Red Sands Insurance Company (Europe) Limited (Red Sands) have paid to settle her claim under her home insurance policy. What happened The details of this complaint will be well known to both parties and so I’ve summarised event... (4 pages)View decision -
Decision Reference DRN-5299974
14 Apr 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5299974 Complaint Mr D complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable which resulted in the lending relationship between him and Advantage Finance being unfair to him. ... (5 pages)View decision -
Decision Reference DRN-5241398
14 Apr 2025 Society of Lloyd's Not upheldInsuranceDRN-5241398 The complaint Mrs B’s complaint is about the handling of a claim under her Landlord and Tenant insurance policy with certain underwriters at Society of Lloyd's. What happened In May 2020, Mrs B made a claim for cover to take proceedings against her tenant for possessio... (5 pages)View decision -
Decision Reference DRN-5433028
14 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5433028 The complaint Mr M complains that he was given incorrect information about his credit card account by Capital One (Europe) plc during a phone call. What happened Mr M contacted Capital One on 30 October 2024 to discuss a payment on his credit card account. When checking the ... (2 pages)View decision -
Decision Reference DRN-5417233
14 Apr 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5417233 The complaint Miss J complained that Capital One (Europe) plc trading as Capital One sent her threatening letters for payment and that she couldn’t afford to make her repayments due to the charges being applied to her account. She said that she was unable to talk on the phon... (4 pages)View decision -
Decision Reference DRN-5449109
14 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5449109 The complaint Mr C complains that Lloyds Bank PLC has unfairly refused to refund his losses after he fell victim to a scam. Mr C is represented in his complaint by a professional third party but for ease I will refer to Mr C throughout. What happened In early 2022, and after... (4 pages)View decision
