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 380824 results
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Decision Reference DRN-5553580
10 Sep 2025 Unum Ltd Not upheldInsuranceDRN-5553580 The complaint Mr J is unhappy that Unum Ltd declined a claim he made on his employer’s group income protection scheme. What happened Mr J was a member of his former employer’s group income protection scheme. He’s since retired on medical grounds. He’s unhappy that Unum decli... (2 pages)View decision -
Decision Reference DRN-5512460
10 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5512460 The complaint Mrs B complains that Oodle Financial Services Limited trading as Oodle Car Finance irresponsibly gave her a hire purchase agreement she couldn’t afford to repay. What happened In July 2023, Mrs B acquired a used car financed by a hire purchase agreement from Oo... (3 pages)View decision -
Decision Reference DRN-5640187
10 Sep 2025 Klarna Bank AB (publ) Not upheldConsumer CreditDRN-5640187 The complaint Mr Q is unhappy with how Klarna Bank AB (publ) “Klarna” handled a dispute he raised with it, following purchases made using his Klarna card account. What happened In February 2023, Mr Q made two purchases to a merchant I’ll call ‘L’. One was for £480 and the ot... (4 pages)View decision -
Decision Reference DRN-5588655
10 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5588655 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened In March 2024, Mr M was supplied with a used car through a hire purchase agreement with Startline. T... (3 pages)View decision -
Decision Reference DRN-5806216
10 Sep 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5806216 The complaint Ms T is unhappy with the way ARAG Legal Expenses Insurance Company Limited dealt with a claim on her legal expenses insurance policy. What happened Ms T has a boundary dispute with her neighbour which has a number of different elements. She sought assistance fr... (3 pages)View decision -
Decision Reference DRN-5718025
10 Sep 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5718025 The complaint Mr F complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) irresponsibly provided him with a loan whilst he was struggling financially and had a gambling addiction. What happened Lending Stream provided Mr F with three short term lending ... (5 pages)View decision -
Decision Reference DRN-5759074
10 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5759074 The complaint Mr K is complaining that Starling Bank Limited didn’t agree to reimburse him in full for payments he made to a scam. What happened Mr K fell victim to a safe account scam after receiving a call from a scammer pretending to be from his bank. Mr K was instructed ... (4 pages)View decision -
Decision Reference DRN-5742894
10 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5742894 The complaint Mrs J complains about the advice she received from HSBC UK Bank Plc trading as HSBC UK (“HSBC”) when she asked it to remove her ex-husband from their joint bank account. What happened Mrs J and her ex-husband had a joint current account with HSBC. In 2023 Mrs J... (3 pages)View decision -
Decision Reference DRN-5807495
10 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5807495 Complaint Miss R complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional-sale agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In Dece... (4 pages)View decision -
Decision Reference DRN-5203695
10 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5203695 The complaint Mr L is complaining that Wise Payments Limited trading as Wise haven’t agreed to reimburse him for payments which he now believes to have been made to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr L... (3 pages)View decision
