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
-
Decision Reference DRN-5609843
9 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5609843 The complaint Mr P complains that a used van he acquired through a conditional sale agreement financed by Moneybarn No. 1 Limited trading as Moneybarn (‘Moneybarn’) is of unsatisfactory quality. What happened In August 2023 Mr P took out a conditional sale agreement to cove... (5 pages)View decision -
Decision Reference DRN-5599152
9 Jun 2025 etika Finance UK Limited UpheldConsumer CreditDRN-5599152 The complaint Mr M complains that ETIKA FINANCE UK LIMITED trading as Etika, failed to mark his finance agreement as settled with credit reference agencies (CRAs). He said this has caused him an inconvenience and impacted the price he’s been paying on his mortgage. What hap... (2 pages)View decision -
Decision Reference DRN-5310898
9 Jun 2025 Society of Lloyd's Not upheldInsuranceDRN-5310898 The complaint Mr and Mrs F have complained that Society of Lloyd’s (“SoL”) declined a claim they made on their buildings insurance policy. Reference to SoL includes its agents and representatives. As Mr F has primarily dealt with the matter, for simplicity, I’ll refer to hi... (3 pages)View decision -
Decision Reference DRN-5172898
9 Jun 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5172898 The complaint Mr W complains Zopa Bank Limited (Zopa) provided him with a car under a hire purchase agreement which wasn’t of satisfactory quality. What happened Mr W entered into a hire purchase agreement with Zopa in January 2024 to acquire a used car. The car was first r... (5 pages)View decision -
Decision Reference DRN-5609954
9 Jun 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5609954 The complaint Mr T complains about the way Accredited Insurance (Europe) Ltd recorded a claim on his home buildings insurance policy. Where I refer to Accredited, this includes its agents and claims handlers acting on its behalf. What happened Mr T contacted Accredited sayin... (3 pages)View decision -
Decision Reference DRN-5210790
9 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5210790 The complaint Mr M has complained about Barclays Bank PLC not refunding several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr M fell victim to a ... (4 pages)View decision -
Decision Reference DRN-5420024
9 Jun 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5420024 The complaint Miss S has complained about the length of time Lenvi Servicing Limited took to deal with a Transfer of Equity in relation to her Help to Buy loan. Miss S has asked Lenvi to compensate her for the upset it caused her. What happened I don’t need to set out the ... (2 pages)View decision -
Decision Reference DRN-5604247
9 Jun 2025 OneSavings Bank Plc UpheldMortgagesDRN-5604247 The complaint Mrs F and Mr F complain that OneSavings Bank Plc trading as Kent Reliance agreed to put their mortgage onto an interest-only basis for six months, then change it permanently from repayment to interest-only. But it didn’t, causing distress and credit file impact... (6 pages)View decision -
Decision Reference DRN-5139931
9 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5139931 The complaint Mr G complains that a personal contract purchase he entered into with MotoNovo Finance Limited (MotoNovo) has been mis-sold to him. When I refer to what Mr G and MotoNovo have said, it should also be taken to include things said on their behalf. What happened... (3 pages)View decision -
Decision Reference DRN-5291088
9 Jun 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5291088 The complaint Mr D complains that EGR WEALTH LIMITED (‘EGR’) mis-sold him an investment in a bond, which caused him financial loss when it failed to mature and provide all the expected returns. What happened Mr D was contacted by a third party around September 2019 which pe... (12 pages)View decision
