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-5371102
28 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5371102 The complaint Mr A says Admiral Insurance (Gibraltar) limited unreasonably declined a claim he made on his motor insurance policy, didn’t refund all his storage charges, and provided poor service. What happened Mr A was involved in an accident on 17 May 2024, which he accep... (3 pages)View decision -
Decision Reference DRN-5435161
28 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5435161 The complaint Ms A complains about the actions of Wise Ltd when they lost money to a scam. Ms A is being represented by a claims management company but for ease I’ll only refer to Ms A. What happened The detailed background to this complaint is well known to both parties. ... (3 pages)View decision -
Decision Reference DRN-5501660
28 Apr 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5501660 The complaint Mr K complains about Fairscore Ltd trading as Updraft (Updraft) registering a default in respect of his loan. And that they passed his account to a debt collections agency (DCA) whilst he had an agreed payment plan in place. What happened In July 2023, Mr K en... (4 pages)View decision -
Decision Reference DRN-5513376
28 Apr 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5513376 The complaint Mrs and Mr H’s complaint is, in essence, that First Holiday Finance Ltd acted unfairly and unreasonably by (1) declining to meet their claim in misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an unfair credit re... (12 pages)View decision -
Decision Reference DRN-5071216
28 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5071216 The complaint Miss B complains that a car that was supplied to her under a hire purchase agreement with Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened Miss B says that she entered into a hire purchase agreement with Stellantis Financia... (3 pages)View decision -
Decision Reference DRN-5396575
28 Apr 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5396575 The complaint Miss O complains that Assurant General Insurance Limited declined her mobile phone insurance policy claim. My references to Assurant include its agents. What happened Miss O has mobile phone insurance through a building society account, the insurer is Assurant... (4 pages)View decision -
Decision Reference DRN-5313326
28 Apr 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5313326 The complaint Mrs O has complained Mitsubishi HC Capital UK PLC limited trading as Novuna (Novuna), is holding her liable for a loan she didn’t take out. What happened Mrs O said she was victim to a scam. She said she received an unexpected call from a third party about inv... (4 pages)View decision -
Decision Reference DRN-5138663
28 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5138663 The complaint Mrs B complains that Bank of Scotland plc, trading as Halifax, won’t refund to her the money that she paid for some legal services. What happened Mrs B entered into a contract that is dated in January 2020 with a supplier for some legal services. She agreed to... (2 pages)View decision -
Decision Reference DRN-5468890
28 Apr 2025 Premier Insurance Company Limited Not upheldInsuranceDRN-5468890 The complaint Mrs E complains about Premier Insurance Company Limited (Premier) charging an additional premium for a non-fault claim recorded against her motor insurance policy. Any reference to Premier in this decision includes their agents. This decision covers the actio... (4 pages)View decision -
Decision Reference DRN-5090326
28 Apr 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5090326 The complaint Mr K has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In February 2023, Mr K entered into a two-year fixed sum loan agreem... (3 pages)View decision
