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-5113908
30 Apr 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5113908 The complaint Mrs P 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 March 2023 Mrs P entered into a two-year fixed sum loan agreeme... (2 pages)View decision -
Decision Reference DRN-5421851
30 Apr 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5421851 The complaint G, a limited company, complains about what Zurich Insurance PLC did after it made a claim on its business interruption insurance policy. What happened G has insurance with Zurich which includes business interruption cover. In April 2021 it claimed on its policy... (3 pages)View decision -
Decision Reference DRN-5081122
30 Apr 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5081122 The complaint Miss T complains that the car she acquired through CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. She wants to cancel the agreement and reject the car. What happened Miss T entered into a hire purchase agreement in June 2024 to acquire a use... (5 pages)View decision -
Decision Reference DRN-5514186
30 Apr 2025 Swift 1st Limited UpheldMortgagesDRN-5514186 The complaint Mr and Mrs F complain about a second charge mortgage (secured loan) they have which is being administered by Swift 1st Limited trading as Swift Advances. In particular, they’re unhappy that there’s still a substantial balance outstanding as they approach the en... (5 pages)View decision -
Decision Reference DRN-5416064
30 Apr 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5416064 The complaint Miss W complains that Advantage Insurance Company Limited (“Advantage”) cancelled her telematics motor insurance policy unfairly because of data transfer issues. What happened Miss W had a telematics policy with Advantage. This involved using a ‘tab’ device tha... (4 pages)View decision -
Decision Reference DRN-5368961
30 Apr 2025 RAC Insurance Limited Not upheldInsuranceDRN-5368961 The complaint Ms G is unhappy with what RAC Insurance Limited did after she made a claim on her legal expenses insurance policy and in particular with its decision to withdraw funding for her claim in January 2024. What happened Ms G has a dispute with her neighbour followin... (4 pages)View decision -
Decision Reference DRN-5340099
30 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5340099 The complaint Mr and Mrs H have complained that Admiral Insurance (Gibraltar) Limited hasn’t fully settled a claim made on a travel insurance policy. As it is Mr H leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr H renewed... (3 pages)View decision -
Decision Reference DRN-5493802
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5493802 The complaint Mr E complains Monzo Bank Ltd closed his account and unfairly defaulted him. What happened Mr E had a current account with a debit card with Monzo and an overdraft as well as a loan. In February 2023 Mr E told Monzo over 100 ATM withdrawals totalling more than ... (3 pages)View decision -
Decision Reference DRN-5395593
30 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5395593 The complaint Miss S complains that U K Insurance Limited trading as Direct Line (“UKI”) failed to tell her that her commercial property insurance in cover had to be renewed manually, leaving her with a gap in cover. What happened Miss S had a landlord’s policy underwritten ... (3 pages)View decision -
Decision Reference DRN-5521302
30 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5521302 The complaint Mr F is unhappy that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited was of an unsatisfactory quality. What happened In March 2023, Mr F was supplied with a new electric car through a conditional sale agre... (5 pages)View decision
