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 370904 results
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Decision Reference DRN-5493657
17 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5493657 The complaint Mr O complains that Revolut Ltd hasn’t refunded the money he lost when he fell victim to a scam. What happened Mr O was contacted on a mobile messaging service by someone saying they had a job offer for him. Mr O was told this job was to do with providing onli... (4 pages)View decision -
Decision Reference DRN-5454550
17 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5454550 The complaint Mr G has complained about the way AXA Insurance UK Plc dealt with a claim he made under his car insurance policy. He is unhappy with the valuation AXA paid for his stolen car. Mr G believes AXA racially discriminated against him. What happened In February 2024... (3 pages)View decision -
Decision Reference DRN-5483895
17 Apr 2025 TICORP Limited Not upheldInsuranceDRN-5483895 The complaint Mr G is unhappy with the information provided by TICORP Limited, trading as Avanti Travel Insurance, when getting a quotation for a travel insurance policy. What happened In October 2024, Mr G went online to obtain a quote for an annual multi trip travel insur... (2 pages)View decision -
Decision Reference DRN-5493620
17 Apr 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5493620 Complaint Mr S has complained about a car that CA Auto Finance UK Ltd (“CA Auto”) supplied to him through a hire-purchase agreement. Background In August 2023, CA Auto provided Mr S with finance for a used car. The car was just over seven years old and the sales invoice sta... (6 pages)View decision -
Decision Reference DRN-5493367
17 Apr 2025 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-5493367 The complaint Mr M complains, with the help of a representative, that James Hay Administration Company Ltd (‘James Hay’) accepted the in-specie contribution of Elysian Fuels shares into his self- invested personal pension (‘SIPP’) without undertaking appropriate due diligenc... (5 pages)View decision -
Decision Reference DRN-5478391
17 Apr 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5478391 The complaint Miss U complains Wise Payments Limited (“Wise”) declined to refund payments she says she didn’t make. What happened On 31 December 2023, Miss U received a call from someone claiming to be from one of her banking providers. In the days prior to the call, she’d r... (5 pages)View decision -
Decision Reference DRN-5453479
17 Apr 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5453479 The complaint Mr U complains that Madison CF UK Limited trading as 118 118 Money (118) unfairly defaulted his account. What happened Mr U entered into a loan agreement with 118 in November 2023. After falling into arrears and agreeing a reduced repayment plan, 118 defaulted ... (2 pages)View decision -
Decision Reference DRN-5323898
17 Apr 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5323898 The complaint Mr H complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) declined to offer him a loan. What happened My provisional decision of 31 March 2025 set out the background to this complaint: “In January 2024, Mr H applied for a loan... (2 pages)View decision -
Decision Reference DRN-5488886
17 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5488886 The complaint Mr S complains that American Express Services Europe Limited (AESEL) closed his account. What happened In November 2024 AESEL wrote to Mr S telling him they’d decided to close his credit card account in two months’ time. They suspended the account with immediat... (2 pages)View decision -
Decision Reference DRN-5462710
17 Apr 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5462710 The complaint Ms A complains about Hyundai Capital UK Limited trading as Kia Finance’s (“HC”) decision to lend her. Ms A has been represented. For clarity, I’ve only referred to Ms A throughout this decision. What happened Ms A entered into a 60-month conditional sale agreem... (4 pages)View decision
