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 365360 results
-
Decision Reference DRN-5518052
1 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5518052 The complaint Miss L complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss L is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss L herself. What... (4 pages)View decision -
Decision Reference DRN-5519190
1 May 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5519190 The complaint Mr W complains about the service provided and information given by his broker, Adrian Flux Insurance Services Group (‘Adrian Flux’), when taking out a motorhome insurance policy. What happened The background to this complaint is well known to Mr W and Adrian Fl... (3 pages)View decision -
Decision Reference DRN-5398363
1 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5398363 The complaint Ms B complains about the poor and misleading information provided on exchange rates when she was looking to receive a payment from her foreign bank account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (2 pages)View decision -
Decision Reference DRN-5507775
1 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5507775 The complaint Ms H and Mr R are complaining about the way AXA Insurance UK Plc has handled a claim they made on their buildings insurance policy. AXA has used a number of agents to act on its behalf throughout this claim. But for ease of reference I shall refer to anything t... (4 pages)View decision -
Decision Reference DRN-5516169
1 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5516169 The complaint Mr W complains about the response to, and settlement offered following a claim he made on his motorhome insurance policy with Tradex Insurance Company Plc (‘Tradex’). Much of Mr W’s unhappiness relates to the actions of Tradex’s appointed agents. As Tradex have... (3 pages)View decision -
Decision Reference DRN-5524812
1 May 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5524812 The complaint Mr M complains about a car supplied to him using a hire purchase agreement taken out with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened In November 2023, Mr M acquired a used car using a hire purchase agre... (6 pages)View decision -
Decision Reference DRN-5081775
1 May 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5081775 The complaint Mr E complains about being misled when he acquired a new car through a finance agreement with RCI Financial Services Limited trading as Nissan Financial Services (‘RCI’). Mr E says that he did not want any additional products with the car. But these were added... (4 pages)View decision -
Decision Reference DRN-5524608
1 May 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5524608 The complaint Mr and Mrs C are unhappy AA Underwriting Insurance Company Limited (AAUICL) declined a claim made under their home insurance policy. What happened In January 2024, Mr and Mrs C noticed water pooling in their garden, and on their patio, alongside their garden b... (7 pages)View decision -
Decision Reference DRN-5513217
1 May 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5513217 The complaint Mr S complains about Haven Insurance Company Limited’s decision to decline a claim under his home insurance policy. What happened Mr S had a home insurance policy with Haven. In May 2024 he made a claim for theft of items from his property while it was unattend... (3 pages)View decision -
Decision Reference DRN-5483312
1 May 2025 Fintern Ltd Not upheldConsumer CreditDRN-5483312 The complaint Mr H complains about Fintern Ltd, trading as Abound, acting irresponsibly when providing a loan followed by top up loans. What happened On 31 March 2023, Mr H took out a loan with Fintern Ltd for £5,000 to consolidate his debt. The repayments were £181.27 for ... (4 pages)View decision
