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 367926 results
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Decision Reference DRN-5329739
17 Mar 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5329739 Complaint Mr F is unhappy with what Oodle Financial Services Limited (trading as “Oodle” Car Finance) has agreed to do to put things right for him after it accepted it entered into a hire- purchase agreement that it ought to have realised was unaffordable for him. Backgroun... (5 pages)View decision -
Decision Reference DRN-5358545
17 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5358545 The complaint Mr W is unhappy that Aviva Life & Pensions UK Limited didn’t accept (from an earlier date) a claim for the terminal illness benefit under a term assurance policy he held jointly with his wife, Mrs W. What happened The details of this complaint are well kno... (2 pages)View decision -
Decision Reference DRN-5357031
17 Mar 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5357031 The complaint Mr C has a global medical insurance policy with CIGNA Life Insurance Company of Europe SA-NV. It agreed to give Mr C a 5% discount on his insurance premium totalling around 103 euros. Mr C is unhappy that he only received around 72 euros. What happened The det... (2 pages)View decision -
Decision Reference DRN-5067715
17 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5067715 The complaint Miss W complains about a car acquired through a Hire Purchase agreement with Specialist Motor Finance Limited (‘Specialist’). She had to call out a roadside recovery firm three times in the first few months. She no longer wants the car and wants a refund of her... (6 pages)View decision -
Decision Reference DRN-5380685
17 Mar 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5380685 The complaint Miss F, as the director of a limited company “H”, complains that ClearBank Limited won’t refund transactions she didn’t authorise. H has a business banking account with Tide. Tide’s bank accounts are provided by ClearBank, and so ClearBank is the respondent bu... (3 pages)View decision -
Decision Reference DRN-4824026
17 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4824026 The complaint Mr M is unhappy that Lloyds Bank PLC closed his account and asked him to repay money, following a disputed ATM claim. Mr M wants compensation and his account reopened. What happened Mr M had an account with Lloyds. In late 2022 Mr M went on holiday overseas. ... (4 pages)View decision -
Decision Reference DRN-5385247
17 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5385247 The complaint Mrs R is unhappy with what Covea Insurance plc did after she notified it of an incident which might give rise to a claim on her business protection insurance policy. What happened Mrs R is a landlord and has a Property Owner’s Protection policy with Covea. In M... (3 pages)View decision -
Decision Reference DRN-5348070
17 Mar 2025 MBNA Limited UpheldBanking and PaymentsDRN-5348070 The complaint Mr S complains that MBNA Limited is unfairly reporting missed payments to the credit reference agencies in respect of a credit card account. What happened Mr S had a credit card account with MBNA. After experiencing financial difficulties, Mr S entered into Deb... (3 pages)View decision -
Decision Reference DRN-5370840
17 Mar 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5370840 The complaint Ms B is unhappy with what Accredited Insurance (Europe) Ltd did after she made a claim on her legal expenses insurance policy. What happened In March 2024 Ms B contacted Accredited seeking assistance for a claim she wanted to pursue under her legal expenses ins... (3 pages)View decision -
Decision Reference DRN-5369540
17 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5369540 The complaint Miss D complains Nationwide Building Society’s actions caused her to go overdrawn and that it should refund the savings she used to help clear the majority of the overdraft. What happened Miss D is a customer of Nationwide and has been one for over twenty years... (2 pages)View decision
