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 360264 results
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Decision Reference DRN-4948238
4 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-4948238 The complaint Mr P complains about the time it took U K Insurance Limited trading as Direct Line to deal with his claim for damage caused by a leak, and the distress and inconvenience it caused by its mishandling of the claim. What happened In August 2023, Mr P’s tenant disc... (5 pages)View decision -
Decision Reference DRN-5288469
4 Mar 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5288469 The complaint Mrs R complains that Volvo Car UK Limited has sent her information that should have been sent to another customer and that it has sent her information to that customer. What happened Mrs R signed a hire agreement in May 2024 for a car to be supplied to her but ... (2 pages)View decision -
Decision Reference DRN-5257987
4 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5257987 The complaint Miss M is unhappy with Clydesdale Bank Plc trading as Virgin Money. Miss M said she’s having constant issues when she tries to log in or use the Virgin Money banking app. Miss M said the customer service received when she has contacted Virgin about this was poo... (3 pages)View decision -
Decision Reference DRN-4557937
4 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4557937 The complaint Mr A and Mrs O’s complaint is, in essence, that First Holiday Finance Ltd acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (“CCA”) and (2) deciding against paying a ... (6 pages)View decision -
Decision Reference DRN-5335631
4 Mar 2025 Arval UK Limited UpheldConsumer CreditDRN-5335631 The complaint Mr P has brought a complaint on behalf of E, a partnership of him and his mother. For the sake of ease I’ll refer to Mr P throughout. Mr P complains about a car acquired through a Hire agreement with Arval UK Limited (‘Arval’). Mr P has had problems with the c... (8 pages)View decision -
Decision Reference DRN-5322233
4 Mar 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5322233 The complaint Mr M complains that Madison CF UK Limited trading as 118118 Money was irresponsible in its lending to him. He wants all interest and charges he has paid under the agreement refunded along with statutory interest. He also wants £750 for the loss of his credit ra... (3 pages)View decision -
Decision Reference DRN-5368062
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5368062 The complaint Mrs L has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In June 2023 Mrs L entered into a two-year fixed sum loan agreement... (6 pages)View decision -
Decision Reference DRN-4430163
4 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4430163 The complaint Mrs S complains that Wise Payments Limited trading as Wise (“Wise”) won’t refund her the money she lost after she fell victim to an investment scam. Mrs S has used a representative to bring her complaint to this service. For ease, I will refer solely to Mrs S ... (5 pages)View decision -
Decision Reference DRN-5346962
4 Mar 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5346962 The complaint Mrs K complains about Gresham Insurance Company Limited (“Gresham”) after she made an accidental damage claim on her home insurance policy. She also complains that Gresham settled the claim proportionately. What happened Mrs K has hom... (4 pages)View decision -
Decision Reference DRN-5371350
4 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5371350 The complaint Mr O has complained, via his representatives, about a transfer of his Royal London Mutual Insurance Society Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in October 2014. Mr O’s QROPS was partially used to invest in an over... (16 pages)View decision
