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-5366998
4 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5366998 The complaint Mr D and Miss M have complained that U K Insurance Limited trading as Privilege Insurance (UKI) unfairly declined a claim under their home insurance policy. What happened Mr D and Miss M were having their guttering cleaned when the contractor found loose roof ... (4 pages)View decision -
Decision Reference DRN-5333245
4 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5333245 The complaint Mr R has complained that Advantage Insurance Company Limited unfairly cancelled his car insurance policy. What happened Mr R bought a car insurance policy with the insurer Advantage. Advantage asked Mr R for validation documents, which Mr R provided some of. Ho... (2 pages)View decision -
Decision Reference DRN-5369969
4 Mar 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5369969 The complaint Mrs E has complained that Sainsbury's Bank Plc cancelled her car insurance policy in error and left her uninsured. What happened Mrs E decided to renew her car insurance policy which was arranged by Sainsbury’s Bank and pay by direct debit. There was a pr... (3 pages)View decision -
Decision Reference DRN-5287811
4 Mar 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5287811 The complaint Mr J complains that Frasers Group Financial Services Limited trading as Studio was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and the adverse information removed from his credit file. Mr J is re... (3 pages)View decision -
Decision Reference DRN-5137814
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5137814 The complaint Miss W 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 July 2023, Miss W entered into a fixed sum loan agreement with... (5 pages)View decision -
Decision Reference DRN-4732576
4 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4732576 The complaint Mrs S complains that Barclays Bank UK PLC did not reimburse all of the funds she lost as part of a scam. What happened Mrs S was introduced to an investment opportunity through an online friend she had known since 2016. The investment was with a company I’ll ca... (4 pages)View decision -
Decision Reference DRN-5291149
4 Mar 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5291149 The complaint Mr G is unhappy with the service provided by Fortegra Europe Insurance Company Ltd (“Fortegra”) following a claim under his sofa protection insurance policy. When I refer to what Mr G has said and what Fortegra has said, it includes anything said on their behal... (3 pages)View decision -
Decision Reference DRN-5015879
4 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5015879 The complaint Mrs A complains U K Insurance Limited (trading as Churchill) unfairly declined her landlord insurance claim. UKI’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being UKI’s own. What happen... (5 pages)View decision -
Decision Reference DRN-4922489
4 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-4922489 The complaint Mrs C complains about Tesco Underwriting Limited’s (Tesco) handling of a subsidence claim made in relation to damage sustained in her conservatory. Any references to Tesco include its agents. What happened Mrs C’s conservatory has been damaged by subsidence a... (2 pages)View decision -
Decision Reference DRN-5064922
4 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5064922 The complaint A limited company, which I’ll refer to as ‘S’, is unhappy that National Westminster Bank Plc (“NatWest”) has moved to default its Bounce Back Loan (“BBL”). S’s complaint is brought to this service by its director, whom I’ll refer to as ‘Ms F’. What happened In ... (3 pages)View decision
