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-4837055
10 Jan 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4837055 The complaint Miss S complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In May 2023 Miss S entered into a 25-m... (4 pages)View decision -
Decision Reference DRN-4997045
10 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4997045 The complaint Mr B complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam and believes it should refund him the money he lost as a result. The complaint has been brought on Mr B’s behalf by a professional representative, for ease I’l... (6 pages)View decision -
Decision Reference DRN-5073932
10 Jan 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5073932 The complaint Miss W complains that Secure Trust Bank Plc trading as Moneyway has supplied her with a faulty car. Miss W wants to either reject the car or have it repaired. What happened Miss W entered into a hire purchase agreement with Moneyway to acquire a car. The agree... (3 pages)View decision -
Decision Reference DRN-5204608
10 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5204608 The complaint Mr C complains esure Insurance Limited (esure) gave him incorrect information about his entitlement to a hire car when he made a claim on his motor insurance policy. What happened On 14 June 2024 Mr C contacted esure to report a fault incident in his car, in w... (2 pages)View decision -
Decision Reference DRN-5227580
10 Jan 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5227580 The complaint Mr J says Plata Finance Limited (‘Plata’) irresponsibly lent to him. What happened Mr J took out a £10,000 loan repayable over 24 months from Plata in July 2024. The stated purpose of the loan was for home improvements. The monthly repayments were £520.17 and ... (3 pages)View decision -
Decision Reference DRN-5253759
10 Jan 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5253759 The complaint Miss B, Mrs B and Mr B complain about the way that Inter Partner Assistance SA (IPA) handled a medical assistance and repatriation claim Mrs B made on their travel insurance policy. As this complaint concerns how Mrs B and Miss B dealt with IPA though, I’ve ref... (4 pages)View decision -
Decision Reference DRN-5251116
10 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5251116 The complaint Miss D complains that Santander UK Plc (Santander) hasn’t done enough to assist her in recovering money she paid for a training course with her debit card. What happened In June 2023, Miss D purchased a training course over the telephone and paid a £3,000 depos... (4 pages)View decision -
Decision Reference DRN-5234869
10 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5234869 Complaint Miss M complains that Close Brothers Ltd (“Close Brothers”) unfairly entered into a hire- purchase agreement with her. She’s said that the payments were higher than she said she could afford and didn’t sign an agreement. Background In October 2021, Close Brothers ... (4 pages)View decision -
Decision Reference DRN-5146685
10 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5146685 The complaint Mr B complains Admiral Insurance (Gibraltar) Limited hasn’t settled a claim against his motor insurance policy fairly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons... (2 pages)View decision -
Decision Reference DRN-5113161
10 Jan 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5113161 The complaint L complains that Zurich Insurance PLC caused delays in settling its commercial property insurance claim. Reference to Zurich includes its agents. What happened L holds a commercial property insurance policy with Zurich. When its property suffered a leak, it mad... (2 pages)View decision
