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 381082 results
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Decision Reference DRN-5697644
28 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5697644 The complaint Mr B’s complaint is about the handling of a claim he made on his Aviva Insurance Limited (‘Aviva’) legal expenses insurance policy. Mr B says Aviva treated him unfairly. What happened The details of this complaint are well known to both parties, so I won’t repe... (3 pages)View decision -
Decision Reference DRN-5740494
28 Oct 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5740494 The complaint Mr N says Loans 2 Go Limited irresponsibly lent to him. What happened Mr N took out two loans from Loans 2 Go. The first, in January 2024, was for £1,500 over 18 months. The monthly repayments were £308.33. The second, in April 2024, was for £1,750 over 24 mont... (4 pages)View decision -
Decision Reference DRN-5910943
28 Oct 2025 Society of Lloyd's UpheldInsuranceDRN-5910943 The complaint Mr C’s complaint is about a claim made under his landlord’s legal expenses insurance cover with certain underwriters at Society of Lloyd's. What happened In 2019, Mr C made a claim under the policy for possession of his property and to recover rent arrears... (5 pages)View decision -
Decision Reference DRN-5907716
28 Oct 2025 Consumer Credit Compliance Limited UpheldConsumer CreditDRN-5907716 The complaint Mr B complains about a complaint he made to Consumer Credit Compliance Limited (CCCL) in respect of the hire of an electric bicycle. What happened In November 2024, Mr B received a £4999 voucher from his employer to make payment towards a bicycle under a compa... (3 pages)View decision -
Decision Reference DRN-5824888
28 Oct 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5824888 The complaint Mr C complains that the car he acquired through FIRST RESPONSE FINANCE LIMITED (“FRF”) wasn’t of satisfactory quality. He wants to cancel the finance agreement and have his payments refunded. What happened Mr C entered a hire purchase agreement in August 2024 t... (4 pages)View decision -
Decision Reference DRN-5397726
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5397726 The complaint Mr D complains that Monzo Bank Ltd (‘Monzo’) allowed gambling transactions to be made on his account and won’t refund them. What happened In February 2024, Mr D opened a Monzo account. Between 14 April and 22 May 2024 he made multiple payments through a paymen... (3 pages)View decision -
Decision Reference DRN-5909470
28 Oct 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5909470 The complaint A company I’ll call S complains that PrePay Technologies Limited (trading as Countingup) has declined to reimburse payments that were made as part of a scam. Mr P is the director of S, and a professional representative has brought this complaint on behalf of S.... (4 pages)View decision -
Decision Reference DRN-5707625
28 Oct 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5707625 The complaint Mr T complains that OAKBROOK FINANCE LIMITED was irresponsible in its lending to him. He wants a refund of all interest and charges applied to his loan and any adverse information regarding the loan removed from his credit file. Mr T also wants an apology from ... (3 pages)View decision -
Decision Reference DRN-5743470
28 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5743470 The complaint Mr S complains Liverpool Victoria Insurance Company Limited trading as Allianz (LV) unfairly declined to settle his claim on his motor insurance policy. LV are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the... (3 pages)View decision -
Decision Reference DRN-5714001
28 Oct 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5714001 The complaint Miss F complains that Zopa Bank Limited lent irresponsibly when it approved her credit card application. What happened Miss F applied for a Zopa credit card in November 2022. In her application, Miss F said she was employed with an annual income of £33,000 tha... (3 pages)View decision
