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 376696 results
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Decision Reference DRN-5732256
15 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5732256 The complaint Mr C complains about how Admiral Insurance (Gibraltar) Limited handled a claim under his motor insurance policy. What happened Mr C was involved in a car accident in April 2024. He accepted liability for the accident and Admiral agreed to cover the third party’... (3 pages)View decision -
Decision Reference DRN-5809849
15 Sep 2025 IC WEALTH FINANCIAL PLANNING LTD UpheldInvestmentsDRN-5809849 The complaint Mrs B complains that an advisor from IC Wealth Financial Planning Limited (ICWFP) sold her an investment which transpired to be a fraud. She says the investment was mis-sold to her, as she was not a sophisticated investor, but a small investor looking to invest... (18 pages)View decision -
Decision Reference DRN-5626062
15 Sep 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5626062 The complaint Mr D complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market had recorded incorrect information on his credit file. What happened Mr D held a loan account with Quid Market. He set up a payment plan for the loan through a debt charity I’ll refer to as... (2 pages)View decision -
Decision Reference DRN-5765421
15 Sep 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5765421 The complaint Miss K complains that Secure Trust Bank Plc trading as Moneyway (‘STB’) mis-sold her a car on finance. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving di... (5 pages)View decision -
Decision Reference DRN-5674263
15 Sep 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5674263 The complaint Mr D complains Lowell Portfolio I Ltd returned his debt to the original lender when they shouldn’t have. What happened Mr D had a debt with a company I’ll refer to as A which was sold to Lowell. Mr D raised a complaint to our service about A, and we upheld the ... (3 pages)View decision -
Decision Reference DRN-5774194
15 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5774194 The complaint Mr and Mrs S have complained that Admiral Insurance (Gibraltar) Limited hasn’t paid out the full amount on a claim they made on a travel insurance policy. What happened Mrs S took out the annual policy on 18 February 2024. They were due to go on a trip in Oct... (4 pages)View decision -
Decision Reference DRN-5660246
15 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5660246 The complaint Mr T complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and later increased the credit limits. What happened Mr T applied for an Aqua credit card in February 2022. In his application, Mr T said he was employed w... (4 pages)View decision -
Decision Reference DRN-5791588
15 Sep 2025 JOHN CLARK (ABERDEEN) LIMITED Not upheldInsuranceDRN-5791588 The complaint Mr P complains that John Clark (Aberdeen) Limited (“JCAL”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission. Mr P’s c... (5 pages)View decision -
Decision Reference DRN-5811256
15 Sep 2025 ReAssure Life Limited UpheldInsuranceDRN-5811256 The complaint Ms H complains about ReAssure Life Limited’s actions in relation to a claim she wanted to make on her life and critical illness insurance policy. What happened The history of this complaint is well known to both parties, so I won’t repeat all the details here.... (3 pages)View decision -
Decision Reference DRN-5517326
15 Sep 2025 Blemain Finance Limited UpheldMortgagesDRN-5517326 The complaint Miss E complains about her second charge secured loan, or second mortgage, with Blemain Finance Limited, trading as Together. She says that Together failed to ask her trustee in bankruptcy for payments towards the loan, and has unfairly sought to take possessio... (3 pages)View decision
