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 363925 results
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Decision Reference DRN-5391802
12 Mar 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5391802 The complaint Mr A complains Link Financial Outsourcing Limited are unfairly continuing to report a default for a credit card debt. A representative has supported Mr A in bringing this complaint, but for simplicity I’ll just refer to him in this decision. What happened I iss... (3 pages)View decision -
Decision Reference DRN-5096930
12 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5096930 The complaint Mrs B complains about a car supplied to her using a conditional sale agreement taken out with Santander Consumer (UK) Plc (“Santander”). What happened Mrs B referred a complaint to us along with her representative. As the complainant is Mrs B, for ease, I have... (6 pages)View decision -
Decision Reference DRN-5387340
12 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5387340 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’) was of an unsatisfactory quality. What happened In October 2023, Mr H was supplied with a used car through a hir... (5 pages)View decision -
Decision Reference DRN-5313721
12 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5313721 The complaint Mrs B has complained about the repair of her car under the Motability scheme following an accident which was undertaken by U K Insurance Limited trading as Direct Line (UKI) being her motor insurers under the scheme. What happened Mrs B was involved in an acci... (4 pages)View decision -
Decision Reference DRN-5338143
12 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5338143 The complaint Miss C’s complaint relates to a credit card she had with Vanquis Bank Limited. She has said that she considers Vanquis was irresponsible when it accepted her application, and later increased her credit limit, as neither were affordable for her. Miss C is repres... (3 pages)View decision -
Decision Reference DRN-5389692
12 Mar 2025 RPM (Pawnbrokers) Limited Not upheldConsumer CreditDRN-5389692 The complaint Mr M is unhappy that RPM (Pawnbrokers) Limited provided loans to him when he was struggling financially and with how RPM administered those loans. What happened Mr M took a series of pawnbroker loans from RPM over a 26-month period. However, in July 2024, Mr M ... (3 pages)View decision -
Decision Reference DRN-5275143
12 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5275143 The complaint Ms C complains that Revolut Ltd won’t reimburse the money she’s lost to a scam. What happened Ms C has fallen victim to an investment scam. She saw a celebrity-endorsed advertisement on social media for an investment opportunity that interested her, so she subm... (4 pages)View decision -
Decision Reference DRN-5359877
12 Mar 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5359877 The complaint Mr T, represented by his wife Mrs T, has complained about his property insurer Tesco Underwriting Limited. There was a fire at Mr and Mrs T’s home but Tesco said Mr T should have told it about building work that he’d been having done. It said, because he had no... (8 pages)View decision -
Decision Reference DRN-5241412
12 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241412 The complaint Ms C complains that Monzo Bank Ltd won’t reimburse the money she’s lost to a scam. What happened Ms C has fallen victim to an investment scam. She saw a celebrity-endorsed advertisement on social media for an investment opportunity that interested her, so she s... (4 pages)View decision -
Decision Reference DRN-5243256
12 Mar 2025 Best Risk Management & Financial Service Limited Not upheldInsuranceDRN-5243256 The complaint Ms T has complained that Best Risk Management & Financial Service Limited (‘Best’) mis- sold a policy to her. What happened Ms T had a policy with Best. She wanted to amend her cover as her policy only covered part of her mortgage payments so she called to ... (2 pages)View decision
