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 367928 results
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Decision Reference DRN-5382522
22 Apr 2025 BISL Limited Not upheldInsuranceDRN-5382522 The complaint Mr S complains about the cost of cancelling his motor insurance policy due to the poor service provided by BISL Limited (“BISL”). What happened Mr S took out an insurance policy on July 2024 with BISL acting as broker. He paid the full premium upfront. Due to B... (3 pages)View decision -
Decision Reference DRN-5481541
22 Apr 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5481541 The complaint Mr H complains that when he applied for a new Buy To Let mortgage, HSBC UK Bank Plc refused, but wouldn’t tell him why. Mr H said this was deeply concerning, and he didn’t think there was any reason here for HSBC to withhold this information. What happened Mr H... (6 pages)View decision -
Decision Reference DRN-5346360
22 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5346360 The complaint Mr W complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr W applied for a Vanquis credit card in July 2018. In his application, Mr W said he was employed with... (3 pages)View decision -
Decision Reference DRN-5497919
22 Apr 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5497919 The complaint Mr J’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Although the timesh... (12 pages)View decision -
Decision Reference DRN-5499137
22 Apr 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5499137 The complaint Mr P is unhappy with Royal Bank of Scotland Plc. In 2021 RBS issued Mr P a cheque for more than £4,000.00 when he made a successful Payment Protection Insurance claim (PPI). Mr P said he was unable to pay the cheque into his account, firstly due to the pandemic... (3 pages)View decision -
Decision Reference DRN-5499090
22 Apr 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5499090 The complaint Mr J complains that after making a claim on his van insurance policy, Haven Insurance Company Limited voided the policy and refused his claim. What happened Both parties are familiar with the background to this complaint, so I’ll only briefly summarise what ha... (4 pages)View decision -
Decision Reference DRN-5499017
22 Apr 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5499017 The complaint Miss B complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under her pet insurance policy and added exclusions retrospectively. Where I refer to C&G, this includes the actions of its agents and claims ... (6 pages)View decision -
Decision Reference DRN-5395144
22 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5395144 The complaint Mr M complains that Vanquis Bank Limited (Vanquis) acted irresponsibly in agreeing to lend to him. In bringing his complaint Mr M is represented by a third party. For ease of reading I will only refer to Mr M in my decision. What happened In May 2010 Mr M appli... (4 pages)View decision -
Decision Reference DRN-5476279
22 Apr 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5476279 The complaint Mrs K has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In April 2023, Mrs K entered into a fixed sum loan agreement with ... (8 pages)View decision -
Decision Reference DRN-5497817
22 Apr 2025 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-5497817 The complaint Miss M has complained on behalf of C, a limited company, about the way ERGO Versicherung Aktiengesellschaft handled a claim made under C’s buildings insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: In 20... (6 pages)View decision
