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 381194 results
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Decision Reference DRN-5925204
4 Nov 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5925204 Complaint Mr K has complained about high-cost short-term credit (“HCSTC”) instalment loans he took out with Gain Credit LLC (trading as “Lending Stream”). He says that these loans were unaffordable and so shouldn’t have been provided to him. Background This complaint centre... (4 pages)View decision -
Decision Reference DRN-5505562
4 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5505562 The complaint Mr M complains about the quality of a car he acquired under a conditional sale agreement with Close Brothers Limited (CBL). When I refer to what Mr M and/or CBL said or did, it should also be taken to include things said or done on their behalf. What happened... (4 pages)View decision -
Decision Reference DRN-5870737
4 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5870737 The complaint Mr B complains that UK Insurance Limited (‘UKI’) – trading as Churchill Insurance – unfairly cancelled his motor insurance. What happened Mr B had a motor insurance policy, underwritten by UKI and originally taken out in August 2022. In October 2024, he was sto... (6 pages)View decision -
Decision Reference DRN-5907160
4 Nov 2025 Motability Operations Limited UpheldConsumer CreditDRN-5907160 The complaint Mr R is unhappy that a vehicle supplied to him under a hire agreement with Motability Operations Limited (Motability) was of unsatisfactory quality. What happened The circumstances of this case are well known to both parties, so I won’t repeat everything here.... (4 pages)View decision -
Decision Reference DRN-5890402
4 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5890402 The complaint Mr P complains that National Westminster Bank Public Limited Company (NatWest) irresponsibly lent to him. What happened Mr P was approved for a NatWest credit card in August 2021, with a £3,350 credit limit. Mr P says this was irresponsibly lent to him. Mr P ma... (2 pages)View decision -
Decision Reference DRN-5863925
4 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5863925 The complaint Ms R complains that Revolut Ltd did not reimburse the €370,000 she lost to a scam. What happened Ms R had employed the services of a financial management group I will refer to as ‘X’ to help her invest some funds following the sale of a property she owned. They ... (4 pages)View decision -
Decision Reference DRN-5489006
4 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5489006 The complaint A company, which I will refer to as S, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (trading as Tyl by NatWest) has not acted fairly in dealing with a chargeback. What happened S’s director told us: • In November 2022, S took a card payment... (2 pages)View decision -
Decision Reference DRN-5848498
4 Nov 2025 AWP P&C S.A. UpheldInsuranceDRN-5848498 The complaint Miss Y has complained that her travel insurer, AWP P&C S.A. (‘AWP’), unfairly turned down a claim she made on her policy. What happened Miss Y has travel insurance with AWP through her bank account. In May 2025 she was due to travel abroad but, unfortunate... (4 pages)View decision -
Decision Reference DRN-5857336
4 Nov 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5857336 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with Advantage Finance Limited was of an unsatisfactory quality. What happened In May 2024, Mr S was supplied with a used car through a hire purchase agreement with Advantage. The agree... (3 pages)View decision -
Decision Reference DRN-5793890
4 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5793890 The complaint Mr M complains that Shawbrook Bank Limited was irresponsible in its lending to him. What happened Mr M was provided with a £9,500 loan by Shawbrook Bank. The loan term was 60 months, and Mr M was required to make monthly repayments of £218.30. Mr M said the loa... (3 pages)View decision
