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 381196 results
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Decision Reference DRN-5619620
22 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5619620 The complaint Mr B complains that Madison CF UK Limited trading as 118 118 Money (Madison) lent to him irresponsibly. What happened Mr B opened a credit card account with Madison on 7 March 2019 with a credit limit of £250. No further limit increases were provided on this a... (3 pages)View decision -
Decision Reference DRN-5695804
22 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5695804 The complaint The estate of Ms H complains U K Insurance Limited (UKI) trading as Prudential Home Insurance hasn’t refunded it in full for gas used at the property whilst repairs were carried out following an insurance claim. The estate is being represented in bringing the ... (3 pages)View decision -
Decision Reference DRN-5659117
22 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5659117 The complaint Miss W complains that the credit agreement she took out with MotoNovo Finance Limited (“MotoNovo”) was misrepresented to her. It didn’t make her aware that there was a second loan with payments required. And had she known this, she wouldn’t have taken out the a... (3 pages)View decision -
Decision Reference DRN-5827431
22 Sep 2025 SCOR UK Company Ltd Not upheldInsuranceDRN-5827431 The complaint Mrs D and Mr F complain that SCOR UK Company Ltd incorrectly accepted a claim under their legal expenses insurance (LEI) policy, misleading them into believing they had cover. Where I refer to SCOR, this includes the actions of its agents and claims handlers f... (3 pages)View decision -
Decision Reference DRN-5456870
22 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5456870 The complaint Mr F is unhappy that The Co-operative Bank Plc (“The Co-op”), has decided not to refund him, after he says he was the victim of a scam. Mr F is bringing his complaint using a professional representative. I’ll refer to them as D. What happened Mr F has said th... (4 pages)View decision -
Decision Reference DRN-5139494
22 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5139494 The complaint A, a limited company, has complained The Royal Bank of Scotland plc did nothing to protect them when they were the victim of a scam. What happened Mr A is a director of A. For ease, I will refer to both throughout this decision. In April 2024 an order was recei... (2 pages)View decision -
Decision Reference DRN-5693568
22 Sep 2025 Lexham Insurance Consultants Limited Not upheldInsuranceDRN-5693568 The complaint Mr A complains that Lexham Insurance Consultants Limited didn’t give him sufficient warning before cancelling his motor insurance policy. He wants the cancellation marker removed. What happened Mr A took out a policy through Lexham and he applied for finance t... (3 pages)View decision -
Decision Reference DRN-5598925
22 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5598925 The complaint Mr B complains Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn) failed to undertake a reasonable assessment of his creditworthiness prior to approving him for credit. Mr B is represented in this complaint by a claims management company but, for ease, I’... (4 pages)View decision -
Decision Reference DRN-5608428
22 Sep 2025 Motability Operations Limited UpheldConsumer CreditDRN-5608428 The complaint Mr J complains about an electric car supplied under a hire agreement, provided by Motability Operations Limited. He also complains about the installation of a charger and a card issued in relation to charging the car. And he is unhappy with the customer service... (6 pages)View decision -
Decision Reference DRN-5720378
22 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5720378 The complaint Mr P complains that Liverpool Victoria Insurance Company Limited (“LV”) mishandled his motor insurance policy. What happened The subject matter of the insurance was a car, made by a premium-brand car-maker and first registered in 2017. Mr P acquired the car i... (5 pages)View decision
