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-5318290
30 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5318290 The complaint Miss I complains NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by failing to conduct proportionate checks prior to approving her for lending. She says had they done they would have seen she wasn’t in a position to handle additional credit. What hap... (6 pages)View decision -
Decision Reference DRN-5656516
30 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5656516 The complaint Mr C and Mrs C complain about Admiral Insurance (Gibraltar) Limited (“Admiral’s”) handing of a claim they made on their buildings insurance policy following an escape of water. The policy is in joint names, but I’ll refer to Mr C throughout my decision since h... (7 pages)View decision -
Decision Reference DRN-5642557
30 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5642557 The complaint Mr P, Mr P1 and Mrs P complain that Barclays Bank UK PLC misled them about the end date of the tracker interest rate deal on their mortgage, and put in place a fixed rate that they don’t want. They wanted this rate removed from their mortgage. What happened Whi... (3 pages)View decision -
Decision Reference DRN-5469571
30 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5469571 The complaint Mr B complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a car finance agreement because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr B entered into a conditional s... (5 pages)View decision -
Decision Reference DRN-5412095
30 Jun 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5412095 The complaint Mr L complains that Specialist Motor Finance Limited (SMF) lent to him irresponsibly. What happened On 28 December 2021, Mr L entered into a hire purchase agreement with SMF as shown below, to buy a used car. Mr L voluntarily terminated the agreement in Januar... (3 pages)View decision -
Decision Reference DRN-5515702
30 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5515702 The complaint Ms P complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) has not refunded her for a payment she made to an investment scam. Ms P brings this complaint with the benefit of professional representation. In what follows, for clarity, I will refer ... (5 pages)View decision -
Decision Reference DRN-5657544
30 Jun 2025 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-5657544 The complaint Ms C and Mr S complain that an appointed representative of Mortgage Advice Bureau Limited failed to give them correct and timely information about interest rate products for their mortgage. Mr S has dealt with the complaint. He asks for compensation for additio... (4 pages)View decision -
Decision Reference DRN-5656419
30 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5656419 The complaint Mr M has complained that AXA Insurance UK Plc voided his buildings insurance policy and declined a claim he’d made on it. Reference to AXA includes its representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the... (3 pages)View decision -
Decision Reference DRN-5581813
30 Jun 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5581813 The complaint Mr W has complained about the redress he’s received from Mercedes-Benz Financial Services UK Limited (‘MBFS’), following the rejection of his car. What happened In August 2024, Mr W took out a finance agreement with MBFS. Unfortunately, the car wasn’t fit for p... (2 pages)View decision -
Decision Reference DRN-5099884
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5099884 The complaint Mr D is unhappy that Revolut Ltd didn’t reimburse him after he fell victim to a scam. What happened In April 2024, Mr D fell victim to a job scam. He had been applying for work through recruitment agencies and was eventually contacted on a messaging app by som... (4 pages)View decision
