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 371485 results
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Decision Reference DRN-5598573
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5598573 The complaint Mrs F complains that Revolut Ltd won’t refund payments she didn’t make or otherwise authorise. What happened In November 2023, Mrs F received a call from someone purporting to be from Revolut. The caller told her transactions had been attempted on her e-money ... (4 pages)View decision -
Decision Reference DRN-5447123
9 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5447123 The complaint Mr B complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined his home insurance claim. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As RSA has accepted it is accou... (3 pages)View decision -
Decision Reference DRN-5583988
9 Jun 2025 One Insurance Limited UpheldInsuranceDRN-5583988 The complaint Mr D and Mrs D complain about the quality of repairs carried out by One Insurance Limited (‘One’) following a claim made on Mrs D’s car insurance policy. What happened In February 2024 Mrs D’s car suffered damage after being hit whilst parked. So, she contacte... (5 pages)View decision -
Decision Reference DRN-5589847
9 Jun 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5589847 The complaint Miss K, through a representative, complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) lent to her irresponsibly in October 2020 when she bought a car using its finance. What happened Miss K passed her driving test in October 2020 and a few days later ... (3 pages)View decision -
Decision Reference DRN-5356559
9 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5356559 The complaint Miss S complains about the quality of a car she acquired under a hire purchase agreement with Stellantis Financial Services UK Limited (SFS). When I refer to what Miss S and SFS said or did, it should also be taken to include things said or done on their behal... (4 pages)View decision -
Decision Reference DRN-5167763
9 Jun 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5167763 The complaint Mr S complains about a disputed payment and whether PayPal UK Ltd trading as PayPal refunded him as expected. What happened Mr S made a payment of £147.64 towards goods purchased using his PayPal credit account. On 28 January 2024, he raised a payment dispute t... (3 pages)View decision -
Decision Reference DRN-5212811
9 Jun 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5212811 The complaint Mr L complains about the balance of a fixed sum loan agreement he has with Telefonica UK Limited trading as O2. What happened In July 2023, Mr L took out a fixed sum loan agreement with Telefonica to pay for a brand new mobile telephone device. The cash price o... (3 pages)View decision -
Decision Reference DRN-5441137
9 Jun 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5441137 The complaint Mr M complains that Specialist Motor Finance Limited (SMF) were irresponsible in approving a hire purchase agreement for him because it was unaffordable. When I refer to what Mr M and SMF said or did, it should also be taken to include things said or done on t... (6 pages)View decision -
Decision Reference DRN-5442304
9 Jun 2025 H & H Insurance Brokers Limited Not upheldInsuranceDRN-5442304 The complaint Mr C has complained on behalf of D, a limited company, about the way H & H Insurance Brokers, trading as Smallholder Protect (“H”), sold it an insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: D took ... (3 pages)View decision -
Decision Reference DRN-5565185
9 Jun 2025 Propensio Finance Limited Not upheldConsumer CreditDRN-5565185 The complaint Mr J has complained about the way Propensio Finance Limited administered a fixed sum loan agreement. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over them again in detail. But, to summarise, in January ... (2 pages)View decision
