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 369228 results
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Decision Reference DRN-5501607
7 May 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5501607 The complaint Miss R, Mr R1, and their father the late Mr R complained that Metro Bank PLC unfairly issued a final demand on their portfolio buy to let mortgage, and unfairly appointed receivers to manage the properties. What happened Miss R, Mr R1, and the late Mr R ran a p... (21 pages)View decision -
Decision Reference DRN-5536888
7 May 2025 Valu-Trac Investment Management Ltd UpheldInvestmentsDRN-5536888 The complaint The estate of Mr H’s complaint against Valu-Trac Investment Management Ltd (“Valu-Trac”) is that Mr H was unable to sell his investment sooner and therefore incurred a financial loss. What happened The late Mr H had a holding in a City Financial fund. By April ... (3 pages)View decision -
Decision Reference DRN-5427866
7 May 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5427866 The complaint Miss H says after she made a claim on her motor insurance policy Marshmallow Insurance Limited provided poor service and didn’t repair her car properly. What happened Miss H’s car was damaged in an accident in November 2023. On 24 April 2024, in its final resp... (3 pages)View decision -
Decision Reference DRN-4908128
7 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4908128 The complaint Mr C complains about the quality of a car that was supplied through a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (Vauxhall). What happened The circumstances surrounding this complaint and my initial find... (5 pages)View decision -
Decision Reference DRN-5055038
7 May 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5055038 The complaint Mr O complains about the quality of a car he acquired under a conditional sale agreement with Volvo Car Financial Services UK Limited (VCFS). When I refer to what Mr O and VCFS said or did, it should also be taken to include things said or done on their behalf... (4 pages)View decision -
Decision Reference DRN-4821370
7 May 2025 Fair for You Enterprise CIC Not upheldConsumer CreditDRN-4821370 The complaint Miss D complains about the quality of goods financed by Fair for You Enterprise CIC (‘FFY’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes wit... (4 pages)View decision -
Decision Reference DRN-5398652
7 May 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5398652 The complaint Mr A has complained about how Assurant General Insurance Limited (Assurant) dealt with a claim under a mobile phone policy. What happened Mr A logged a claim for accidental damage to his mobile phone. He sent his phone to Assurant, who carried out a repair and... (3 pages)View decision -
Decision Reference DRN-5535429
7 May 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5535429 The complaint Miss R has complained about Astrenska Insurance Limited. She isn’t happy about the way it dealt with a claim under her motor breakdown insurance policy. Any reference to Astrenska includes any agents that it is responsible for unless specified. What happened I ... (3 pages)View decision -
Decision Reference DRN-5447561
7 May 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5447561 The complaint Mr and Mrs M complain that Great Lakes Insurance UK Limited has turned down a claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the ke... (4 pages)View decision -
Decision Reference DRN-5467253
7 May 2025 Chubb European Group SE Not upheldInsuranceDRN-5467253 The complaint Mr K complains that Chubb European Group SE hasn’t paid all the costs he claimed under his travel insurance policy. What happened Mr K held a travel insurance policy through a bank account, provided by Chubb. He had a trip booked to countries I’ll call “N” and... (3 pages)View decision
