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 364862 results
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Decision Reference DRN-5450058
6 May 2025 HDI Global Specialty SE UpheldInsuranceDRN-5450058 The complaint Mr S has complained about the amount HDI Global Speciality offered for a claim he made under his buildings insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr S took out buildings insu... (4 pages)View decision -
Decision Reference DRN-5325220
6 May 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5325220 The complaint Mr C complains Evergreen Finance London Limited trading as Moneyboat.co.uk (‘Moneyboat’) irresponsibly lent to him. What happened Moneyboat provided Mr C with six loans between June 2021 and March 2024 as follows: Loan Number Date of Loan Loan Amount Instalme... (5 pages)View decision -
Decision Reference DRN-5249865
6 May 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5249865 The complaint Mrs J complains that a car acquired under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”) wasn’t of satisfactory quality when it was supplied to her. Mrs J has been represented throughout this complaint. But for ease of reading, I will ref... (3 pages)View decision -
Decision Reference DRN-5397500
6 May 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5397500 The complaint Mr H has complained about the way Evolution Insurance Company Limited handled a claim under his home emergency insurance policy. What happened Mr H took out a home emergency policy underwritten by Evolution for a rental property he owns. The policy includes co... (3 pages)View decision -
Decision Reference DRN-5158162
6 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5158162 The complaint Mrs R complains that the vehicle she acquired through Stellantis Financial Services UK Limited (“SFS”) wasn’t of satisfactory quality. She says the vehicle is not fit for purpose and wants the vehicle repairing at no cost to herself. What happened Mrs R entered... (4 pages)View decision -
Decision Reference DRN-5527018
6 May 2025 TenetLime Limited UpheldInsuranceDRN-5527018 The complaint Mr and Mrs M are unhappy that TenetLime Limited trading as PRIMIS Mortgage Network mis-sold Mr M an income protection insurance policy. What happened Mr and Mrs M had the benefit of a life and critical illness insurance policy. In 2021, around the time they w... (6 pages)View decision -
Decision Reference DRN-5390837
6 May 2025 Next Retail Limited Not upheldConsumer CreditDRN-5390837 The complaint Mrs H complains that Next Retail Limited trading as Next acted irresponsibly when they agreed to the opening of a credit account and subsequent credit limit increases. What happened Mrs H successfully applied for a catalogue account with Next, with an initial c... (4 pages)View decision -
Decision Reference DRN-5514703
6 May 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5514703 The complaint Mr C has complained about the way Haven Insurance Company Limited handled his claim under his Commercial Vehicle Insurance policy. Any reference to Haven includes its agents. What happened Mr C bought a van and insured it with Haven. He asked a garage to chec... (4 pages)View decision -
Decision Reference DRN-5474665
6 May 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5474665 The complaint Mr M complains about the way Acromas Insurance Company Limited (“Acromas”) handled a claim under his car warranty policy. What happened Mr M had a policy with Acromas covering his car for mechanical breakdown. In early October 2024 he noticed that there were no... (3 pages)View decision -
Decision Reference DRN-5455663
6 May 2025 Santander UK Plc Not upheldMortgagesDRN-5455663 The complaint Mr M complains that Santander UK Plc won’t respond to detailed questions about his mortgage, and in particular whether the lending it made to him has been securitised, as well as where it got the money to lend to him. Mr M says this information affects his lega... (2 pages)View decision
