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 369227 results
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Decision Reference DRN-5283933
29 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5283933 The complaint Mr G complains about the price charged by Liverpool Victoria Insurance Company Limited (“LV”) to renew his car insurance policy and about their decision to accept liability for a claim. What happened Mr G says he was involved in a car accident in 2018, and thi... (4 pages)View decision -
Decision Reference DRN-5479038
29 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5479038 The complaint J, a limited company, represented by one of its directors, Mr S, has complained about its vehicle insurer, AXA Insurance UK Plc. Mr S thinks AXA has applied an unfair, low market value to J’s van destroyed in a fire. What happened J’s van was destroyed in a f... (2 pages)View decision -
Decision Reference DRN-5516898
29 Apr 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5516898 The complaint Mr M complains about a fee he is being asked to pay by Harbour Rock Capital Limited trading as Pension Access (“HRCL”) for some advice he received from the firm about his pension savings. What happened I issued a provisional decision on this complaint earlier t... (5 pages)View decision -
Decision Reference DRN-5498058
29 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5498058 The complaint Mr M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr M applied for a credit card with Aqua in December 2021. In his application, Mr M said he had a... (3 pages)View decision -
Decision Reference DRN-5289638
29 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5289638 The complaint Mr and Mrs S complain about their travel insurance policy underwritten by Admiral Insurance (Gibraltar). Reference to Admiral includes its agents. Mr and Mrs S have previously made a complaint about the sale of the policy, which has been dealt with separately.... (3 pages)View decision -
Decision Reference DRN-5457096
29 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5457096 The complaint Mrs B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs B applied for an Aqua credit card in March 2020. In her application, Mrs B said she was empl... (3 pages)View decision -
Decision Reference DRN-5334551
29 Apr 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5334551 The complaint Ms H is unhappy that Monzo Bank Ltd aren’t accepting her loan payments, have chased her for payments that she’d made, and have reported adverse information to her credit file. What happened In April 2022, Ms H successfully applied for a £15,000 personal loan wi... (3 pages)View decision -
Decision Reference DRN-5431156
29 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5431156 The complaint Miss M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss M applied for a credit card with Aqua in December 2015. In her application, Miss M said sh... (3 pages)View decision -
Decision Reference DRN-5488788
29 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5488788 The complaint Mr F complains that HSBC UK Bank plc (“HSBC”) failed to uphold his claim under section 75 Consumer Credit Act 1974 (s.75”) in respect of a damaged engine. What happened In May 2022 Mr F had repairs carried out on his car including the installation of a remanufa... (3 pages)View decision -
Decision Reference DRN-5435284
29 Apr 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5435284 The complaint Mr H complains TransUnion International UK Limited reported incorrect information about him, which meant he was accepted for credit that wasn’t suitable. What happened Around 2009 Mr H says he was approved for finance with a company I’ll refer to as V, who he ... (4 pages)View decision
