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 360982 results
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Decision Reference DRN-5177118
5 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5177118 The complaint Mr and Mrs M have complained that Admiral Insurance (Gibraltar) Limited hasn’t fully settled a claim they made on an annual travel insurance policy. As it is Mr M leading on the complaint, I will mostly just be referring to him in this decision. What happened... (4 pages)View decision -
Decision Reference DRN-5190871
5 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5190871 The complaint Mrs R complains that Revolut Ltd hasn’t protected her from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs R has explained that in April ... (7 pages)View decision -
Decision Reference DRN-5114792
5 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5114792 The complaint Mr B complains that Royal & Sun Alliance Insurance Limited (RSA) has cancelled his insurance policy without good reason and is unfairly accusing him of making a fraudulent claim. What happened Mr B was having insulation installed in his home. The contractor... (3 pages)View decision -
Decision Reference DRN-5043037
5 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5043037 The complaint Mr S complains Barclays Bank UK PLC trading as Barclaycard gave him misleading information and refused to take a payment he offered to bring his account up to date. Because of this, he says they’re unfairly reporting late payments to credit referencing agencies... (2 pages)View decision -
Decision Reference DRN-4976290
5 Dec 2024 Honda Finance Europe Plc UpheldConsumer CreditDRN-4976290 The complaint Ms P complains that the car she acquired from Honda Finance Europe Plc trading as Honda Financial Services (“HFS”) wasn’t fit for purpose. She also says she’s been inconvenienced by the circumstances that occurred due to the faulty car. What happened Ms P acqu... (4 pages)View decision -
Decision Reference DRN-5180040
5 Dec 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-5180040 The complaint Mr C complains through a representative that First Response Finance Ltd (“First Response”) failed to conduct adequate affordability checks before it provided a hire purchase agreement. What happened In March 2021, First Response provided Mr C with a hire purch... (3 pages)View decision -
Decision Reference DRN-5156387
5 Dec 2024 Capital One (Europe) plc UpheldConsumer CreditDRN-5156387 The complaint Miss I is complaining that Capital One (Europe) plc shouldn’t have reported a default on her credit card. What happened Miss I took out a credit card with Capital One in April 2022. In January 2024 she was struggling to make the payments required and called Cap... (3 pages)View decision -
Decision Reference DRN-5151226
5 Dec 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-5151226 The complaint Mr R complains that FirstRand Bank Limited trading as Motonovo Finance was irresponsible in its lending to him. He wants a refund. What happened Mr R entered into a hire purchase agreement with Motonovo in 2014 to finance the acquisition of a car. He says that ... (3 pages)View decision -
Decision Reference DRN-5116621
5 Dec 2024 Gain Credit LLC Not upheldConsumer CreditDRN-5116621 The complaint Mr L complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) lent to him without carrying out sufficient checks. What happened Mr L was advanced one loan of £250 on 8 December 2023. Mr L was due to make five monthly repayments of £83.86 foll... (4 pages)View decision -
Decision Reference DRN-5116583
5 Dec 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5116583 The complaint Mr M complains that North Edinburgh and Castle Credit Union Limited (“Castle”) made an entry about him on the CIFAS database in connection with a loan. What happened In early 2024 Mr M got a loan with Castle. Around two weeks later Castle was notified that Mr M... (3 pages)View decision
