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-5751750
18 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5751750 The complaint Mr A has complained about the way Liverpool Victoria Insurance Company Limited trading as Allianz (LV) has recorded an accident against his car insurance policy. What happened In April 2024 Mr A reported a minor accident between his car and another vehicle. A c... (2 pages)View decision -
Decision Reference DRN-5726894
18 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5726894 The complaint Mr M complains that Lendable Ltd (“Lendable”) lent to him in an irresponsible manner. What happened Mr M was given a single loan by Lendable in September 2018. Including fees, he borrowed a total of £12,490 that he agreed to repay in 60 monthly instalments of ... (4 pages)View decision -
Decision Reference DRN-5367943
18 Aug 2025 eToro (UK) Ltd UpheldInvestmentsDRN-5367943 The complaint Mr A complains eToro (UK) Ltd (‘eToro’) didn’t distribute shares that were made available as part of a corporate action. What happened Mr A had an investment account with eToro. In it he held some shares in a company I’ll call ‘O’. On 10 May 2024 O announced it... (4 pages)View decision -
Decision Reference DRN-5760872
18 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5760872 The complaint Mr E is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Ltd (‘CAF’) was of an unsatisfactory quality. What happened In June 2024, Mr E was supplied with a used car through a hire purchase agreement with CAF. he paid a... (5 pages)View decision -
Decision Reference DRN-5760979
18 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5760979 The complaint Mrs G complains that American Express Services Europe Limited (AmEx) didn’t sufficiently check whether she could sustain the repayments before agreeing to two credit card accounts and subsequent credit limit increases. In bringing her complaint Mrs G is represe... (4 pages)View decision -
Decision Reference DRN-5760824
18 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5760824 The complaint Mr D complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decisi... (4 pages)View decision -
Decision Reference DRN-5483952
18 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5483952 The complaint Mr R complains that Lloyds Bank PLC won’t refund payments he made as a result of an investment scam. What happened Mr R was the victim of an investment scam, involving the following transactions with his Lloyds’ account: Date Description Debit 10 January 202... (4 pages)View decision -
Decision Reference DRN-5756175
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5756175 The complaint Mr R complains that Revolut Ltd won’t refund payments he made as a result of an investment scam. What happened Mr R was the victim of an investment scam, involving the following transactions with his newly opened Revolut account: Date Description Debit 10 Ja... (4 pages)View decision -
Decision Reference DRN-5760047
18 Aug 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5760047 The complaint Miss F complains that the car she acquired financed through a hire purchase agreement with Specialist Motor Finance Limited (“SMFL”) wasn’t of satisfactory quality. What happened In April 2024 Miss F acquired a car financed through a hire purchase agreement wit... (4 pages)View decision -
Decision Reference DRN-5491431
18 Aug 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5491431 The complaint Mr B is unhappy with how Secure Trust Bank Plc trading as Moneyway dealt with communication about a compensation payment relating to a car they’d supplied to him under a hire purchase agreement. What happened In February 2018, Mr B was supplied with a used car... (3 pages)View decision
