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-5274140
13 Mar 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5274140 The complaint Mr S is unhappy that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, won’t stop sending him account arrears letters on accounts that Novuna have accepted were provided to Mr S irresponsibly. What happened Mr S obtained several loans from Novun... (2 pages)View decision -
Decision Reference DRN-5334288
13 Mar 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5334288 The complaint Miss S complains through a representative that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out the appropriate affordability checks. What happened Miss S was granted a running credit facility on 13 April 2021. This h... (5 pages)View decision -
Decision Reference DRN-5137290
13 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5137290 The complaint Mr P has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In July 2023, Mr P entered into a 25 month fixed sum loan agreement ... (4 pages)View decision -
Decision Reference DRN-4985293
13 Mar 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-4985293 The complaint Mr V complains eToro (UK) Ltd (‘eToro’) unfairly closed his trading positions and closed his account. What happened In November 2021 Mr V opened a trading account with eToro. As part of that he completed eToro’s appropriateness questionnaire. eToro decided its ... (7 pages)View decision -
Decision Reference DRN-4878960
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4878960 The complaint Miss A complains Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam. In bringing this complaint Miss A is supported by a professional representative I’ll refer to as “C”. What happened Miss A said she was tricked into sendi... (5 pages)View decision -
Decision Reference DRN-5394125
13 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5394125 The complaint Mr B complains that Bank of Scotland (BOS) won’t refund the money he lost as a result of a scam. The complaint is brought on Mr B’s behalf by a professional representative. What happened The detailed background to this complaint is well known to both parties.... (4 pages)View decision -
Decision Reference DRN-5392751
13 Mar 2025 TICORP Limited Not upheldInsuranceDRN-5392751 The complaint Mrs W complains that TICORP Limited trading as Staysure mis-sold her travel insurance policy. What happened On 31 August 2023, Mrs W took out a single trip basic travel insurance policy to cover an April 2024 cruise. Her holiday cost approximately £2,000. Unfor... (3 pages)View decision -
Decision Reference DRN-5285844
13 Mar 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5285844 The complaint Mr and Mrs A complain about the service received following a claim they made on their home insurance policy with Accredited Insurance (Europe) Ltd. Reference to Accredited includes its agents. For ease of reading, I’ll refer to Mrs A only in the decision, becau... (3 pages)View decision -
Decision Reference DRN-5184875
13 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5184875 The complaint Mr G and Ms G complain about Royal & Sun Alliance Insurance Limited’s handling of a claim they made under their home insurance policy for damage caused by subsidence. What happened The background to this complaint is well known to both parties, so I’ll prov... (3 pages)View decision -
Decision Reference DRN-5343174
13 Mar 2025 One Insurance Limited Not upheldInsuranceDRN-5343174 The complaint Mr H complains about how One Insurance Limited (“One”) avoided his motor insurance policy (treated it like it never existed) and wouldn’t pay his claim for the theft of his van and tools. What happened Mr H had a motor insurance policy with One covering his van... (3 pages)View decision
