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
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Decision Reference DRN-5416064
30 Apr 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5416064 The complaint Miss W complains that Advantage Insurance Company Limited (“Advantage”) cancelled her telematics motor insurance policy unfairly because of data transfer issues. What happened Miss W had a telematics policy with Advantage. This involved using a ‘tab’ device tha... (4 pages)View decision -
Decision Reference DRN-5368961
30 Apr 2025 RAC Insurance Limited Not upheldInsuranceDRN-5368961 The complaint Ms G is unhappy with what RAC Insurance Limited did after she made a claim on her legal expenses insurance policy and in particular with its decision to withdraw funding for her claim in January 2024. What happened Ms G has a dispute with her neighbour followin... (4 pages)View decision -
Decision Reference DRN-5340099
30 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5340099 The complaint Mr and Mrs H have complained that Admiral Insurance (Gibraltar) Limited hasn’t fully settled a claim made on a travel insurance policy. As it is Mr H leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr H renewed... (3 pages)View decision -
Decision Reference DRN-5493802
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5493802 The complaint Mr E complains Monzo Bank Ltd closed his account and unfairly defaulted him. What happened Mr E had a current account with a debit card with Monzo and an overdraft as well as a loan. In February 2023 Mr E told Monzo over 100 ATM withdrawals totalling more than ... (3 pages)View decision -
Decision Reference DRN-5395593
30 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5395593 The complaint Miss S complains that U K Insurance Limited trading as Direct Line (“UKI”) failed to tell her that her commercial property insurance in cover had to be renewed manually, leaving her with a gap in cover. What happened Miss S had a landlord’s policy underwritten ... (3 pages)View decision -
Decision Reference DRN-5521302
30 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5521302 The complaint Mr F is unhappy that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited was of an unsatisfactory quality. What happened In March 2023, Mr F was supplied with a new electric car through a conditional sale agre... (5 pages)View decision -
Decision Reference DRN-5518529
30 Apr 2025 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-5518529 The complaint Mr G complains about Caledonian Consumer Finance Ltd’s (Caledonian) response to his claim that a training course he purchased using a fixed sum loan from it was mis-sold to him. What happened In October 2019 Mr G bought a training course from a supplier I’ll ca... (7 pages)View decision -
Decision Reference DRN-5517334
30 Apr 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5517334 The complaint Ms S is represented (by ‘R’). Her Individual Savings Account (‘ISA’) is held on the platform provided by Financial Administration Services Limited, trading as Fidelity. The complaint referred to us said – “Fidelity is providing me with inaccurate information ... (5 pages)View decision -
Decision Reference DRN-5488526
30 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5488526 The complaint Mrs K and Mr M complain about Ageas Insurance Limited (“Ageas”) for declining their claim for damage following a storm. They want Ageas to accept and settle their claim. What happened Mrs K and Mr M insure their home with Ageas. Their policy runs from April to ... (2 pages)View decision -
Decision Reference DRN-5378702
30 Apr 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5378702 The complaint Mr C has complained about a fixed sum loan agreement he took out in December 2021 with Loans 2 Go Limited. He’s said the loan was unaffordable and shouldn’t have been approved. What happened Mr C took out this loan at the end of December 2021. He borrowed £2,00... (3 pages)View decision
