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-5375062
15 Apr 2025 Vitality Health Limited Not upheldInsuranceDRN-5375062 The complaint Mr A complains that Vitality Health Limited has unfairly declined to cover treatment under his private medical insurance policy. What happened Mr A has the benefit of a private medical insurance policy through his employers. This is insured with Vitality. In ... (3 pages)View decision -
Decision Reference DRN-5331678
15 Apr 2025 PayPal UK Ltd UpheldConsumer CreditDRN-5331678 The complaint Mr F complains about the way PayPal UK Ltd communicated with him in respect of his credit account with it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolvin... (3 pages)View decision -
Decision Reference DRN-5485118
15 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5485118 The complaint Mrs P is unhappy that Aviva Insurance Limited (Aviva) declined her private medical insurance claim. 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 key events. Mrs P had a p... (4 pages)View decision -
Decision Reference DRN-5387552
15 Apr 2025 eToro (UK) Ltd UpheldInvestmentsDRN-5387552 The complaint Mr W complains that eToro (UK) Ltd (‘eToro’) restricted his ability to adjust stop losses and so preventing him accessing his invested funds and deprived him of profits he would otherwise have made. What happened Mr W had an account with eToro which he used to ... (5 pages)View decision -
Decision Reference DRN-5455933
15 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5455933 The complaint Mrs W has complained that U K Insurance Limited (UKI) unfairly declined a claim under her home insurance policy. What happened Mrs W contacted UKI to make a claim when she found rot in some skirting boards. She thought rainwater might be entering through the c... (3 pages)View decision -
Decision Reference DRN-5403862
15 Apr 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5403862 The complaint Mr O complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks at a time of desperation and financial pressure for him. What happened Mr O was granted a running credit facili... (4 pages)View decision -
Decision Reference DRN-5450560
15 Apr 2025 Quidie Limited UpheldConsumer CreditDRN-5450560 The complaint Mr A complains Quidie Limited training as Fernovo irresponsibly lent to him. What happened Fernovo provided Mr A with a single loan in June 2024. The loan was for £350 and was due to be repaid over three monthly instalments of £130.06, followed by a final month... (5 pages)View decision -
Decision Reference DRN-5297266
15 Apr 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5297266 The complaint Mr D complains that The Co-operative Bank Plc closed his accounts without giving him notice and without telling him the reasons why. What happened Mr D held several accounts with the Co-op Bank, including current and savings accounts, an ISA and a credit card a... (2 pages)View decision -
Decision Reference DRN-5127953
15 Apr 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5127953 The complaint Miss W says that a car she has been financing through an agreement with N.I.I.B. Group Limited, trading as Northridge Finance (Northridge), was misrepresented to her. What happened Miss W took receipt of a car in November 2021. She financed the deal through a h... (3 pages)View decision -
Decision Reference DRN-5452372
15 Apr 2025 Saga Services Limited Not upheldInsuranceDRN-5452372 The complaint Mr C has complained that Saga Services Limited arranged the renewal of his car insurance policy without his consent. He’s unhappy with the information Saga provided about the price of his policy. What happened Mr C bought a car insurance policy through the brok... (2 pages)View decision
