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 375868 results
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Decision Reference DRN-5306459
5 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5306459 The complaint Mr P complains about a credit agreement he took out with Creation Consumer Finance Ltd in relation to some home energy improvements. More specifically, that Creation did not accept his claims under s.75 and s.140A of the Consumer Credit Act. What happened The b... (8 pages)View decision -
Decision Reference DRN-5309859
5 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5309859 The complaint Mr S complains that AXA Insurance UK Plc (AXA) declined a claim made under his home insurance policy. What happened Mr S has a home insurance policy underwritten by AXA. In December 2023 Mr S made a claim for the theft of his watch and glasses whilst away from... (4 pages)View decision -
Decision Reference DRN-5281047
5 Feb 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5281047 The complaint This complaint is about historic borrowing arrangements Mr A took out with The Royal Bank of Scotland Plc (RBS). The essence of the complaint is that Mr A believes RBS wrongly lent him money on an overdraft basis rather than as a mortgage in 2008, to help fund ... (3 pages)View decision -
Decision Reference DRN-4917215
5 Feb 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4917215 The complaint Mrs A complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) wrongfully terminated a conditional sale agreement held with them. Mrs A also believes misrepresentations were made when the car was acquired under the agreemen... (4 pages)View decision -
Decision Reference DRN-5160268
5 Feb 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5160268 The complaint Mr S is unhappy with Fairmead Insurance Limited’s (Fairmead) decision to decline part of a claim made under his landlord insurance policy. Any references to Fairmead include their agents. What happened Mr S owns a property which he rented out. The property su... (3 pages)View decision -
Decision Reference DRN-5273204
5 Feb 2025 TSB Bank plc Not upheldMortgagesDRN-5273204 The complaint Miss L brings this complaint as executor of the estate of her late mother, Mrs L. The complaint is about a mortgage Mrs L (and her late husband, Mr L, died in 2001) took out in 1992, originally with Cheltenham & Gloucester, which later became part of TSB Ba... (4 pages)View decision -
Decision Reference DRN-5028665
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5028665 The complaint Mr M complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr M said he saw an advert for a cryptocurrency investment opportunity online which was seemingly endorsed by a TV show. He enquired and Mr M sa... (11 pages)View decision -
Decision Reference DRN-4876026
5 Feb 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-4876026 The complaint Mr V complains that a car acquired under a hire purchase (HP) agreement with Advantage Finance Ltd (‘Advantage’) wasn’t of satisfactory quality. What happened In July 2023 Mr V was supplied with a used car through a HP agreement with Advantage. The car was abou... (3 pages)View decision -
Decision Reference DRN-5270895
5 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5270895 The complaint Mr W complains that Covea Insurance plc (“Covea”) has unfairly settled a claim under his home insurance policy following a burglary. Any reference to Mr W or Covea includes respective agents or representatives. What happened The background of this complaint is ... (5 pages)View decision -
Decision Reference DRN-5309525
5 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5309525 The complaint Miss R complains about AXA Insurance UK Plc’s (“AXA”) handling of a claim made on her car insurance policy and the position it reached on liability. What happened Miss R was involved in a road traffic accident in July 2023, so she made a claim on her policy. M... (3 pages)View decision
