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 361839 results
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Decision Reference DRN-5280135
22 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5280135 The complaint A partnership, which I’ll refer to as ‘S’, complains about Aviva Insurance Limited’s decline of their commercial property insurance claim. Aviva are the underwriters of this insurance policy. Part of S’ complaint is about the actions of agents appointed by Aviv... (4 pages)View decision -
Decision Reference DRN-5015212
22 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5015212 The complaint Mr C 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 December 2022 Mr C entered into a two-year fixed sum loan agreemen... (5 pages)View decision -
Decision Reference DRN-5198855
22 Jan 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5198855 The complaint Mr C complains that Wise Payments Limited did not complete a payment and that it then deactivated his account. What happened Mr C lives in the UK but is a national of a country which is subject to international sanctions. Wise is an international money platform... (2 pages)View decision -
Decision Reference DRN-5247906
22 Jan 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5247906 The complaint Miss D’s complaint is about the way in which a claim on her ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy was handled. Miss D says that ARAG treated her unfairly which caused her detriment, for which she wants to be comp... (4 pages)View decision -
Decision Reference DRN-5190581
22 Jan 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5190581 The complaint Mr A complains that mismanagement by Zopa Bank Limited has negatively impacted his credit file. What happened Mr A took out a £25,000 loan with Zopa on 6 January 2023. He needed to repay £1,219.77 per month for 24 months. Mr A says that Zopa didn’t tell him t... (2 pages)View decision -
Decision Reference DRN-5226159
22 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5226159 The complaint Mr H complains that Marshmallow Insurance Limited mishandled his claim on a van insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2018. In about March 2022, Mr H acquired the van. F... (4 pages)View decision -
Decision Reference DRN-5231254
22 Jan 2025 Healthcare International Global Network Limited Not upheldInsuranceDRN-5231254 The complaint Mr W and Ms B are unhappy with the service received from Healthcare International Global Network Limited trading as Healthcare International (HCI) under their international healthcare insurance policy, when Mr W required medical attention. What happened Follow... (3 pages)View decision -
Decision Reference DRN-5135979
22 Jan 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5135979 The complaint Mr S complains that Nationwide Building Society (NWide) defaulted his loan. What happened In August 2023, Mr S took out a personal loan for £2,500 with NWide. Including interest, the amount payable was £3,270.80. Payments were £81.77 per month. In April 2024, ... (4 pages)View decision -
Decision Reference DRN-5205808
22 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5205808 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss B had held an account with Monzo since early 2023. This wasn’t her main account as her salary was paid into another account... (2 pages)View decision -
Decision Reference DRN-5236213
22 Jan 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5236213 The complaint Mr L and Miss L are unhappy with the service received from AXA PPP Healthcare Limited after a claim was made for Miss L under their private medical insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so ... (2 pages)View decision
