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 369228 results
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Decision Reference DRN-5272697
19 Mar 2025 NewDay Ltd Not upheldConsumer CreditDRN-5272697 The complaint Ms N complains that NewDay Ltd irresponsibly gave her a loan she couldn’t afford to repay. What happened In April 2019, Ms N was granted a £5,000 loan with NewDay. She was required to pay 18 monthly repayments of £326.64. Ms N also held a NewDay credit card whi... (4 pages)View decision -
Decision Reference DRN-5340082
19 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5340082 The complaint Mrs S complains about how Inter Partner Assistance SA (IPA) dealt with her claim. My references to IPA include its agents. What happened Mrs S had single trip travel insurance for her holiday abroad, the insurer is IPA. When Mrs S arrived in her destination c... (4 pages)View decision -
Decision Reference DRN-5022408
19 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5022408 The complaint Mr C complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr C came across a c... (3 pages)View decision -
Decision Reference DRN-4937555
19 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4937555 The complaint Miss S complains about a car N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) supplied to her under a hire purchase agreement (“HPA”) wasn’t of satisfactory quality. What happened In November 2023 Northridge supplied a car to Miss S under a H... (4 pages)View decision -
Decision Reference DRN-5368781
19 Mar 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5368781 The complaint Mrs C complains about Marks & Spencer Financial Services Plc trading as M&S Bank (M&S) in relation to a loan account she took out with it. She says it wasn’t clear how they would report the loan value to the credit reference agencies (CRA’s). What ... (3 pages)View decision -
Decision Reference DRN-4952306
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4952306 The complaint Mr I complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr I fell victim to a fake job scam after he was co... (10 pages)View decision -
Decision Reference DRN-5318349
19 Mar 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5318349 The complaint R, a limited company, complains HDI Global Specialty SE voided its business protection insurance policy meaning a claim it made wasn’t paid. What happened In March 2024 R took out business protection insurance with HDI. The following month it made a claim follo... (2 pages)View decision -
Decision Reference DRN-5407439
19 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5407439 The complaint Miss S complains about the decline of a claim she made on her residential property owners policy with Covea Insurance Plc (‘Covea’). Much of Miss S’ dissatisfaction is directed at agents acting on behalf of Covea. As Covea are responsible for the actions of the... (3 pages)View decision -
Decision Reference DRN-5170915
19 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5170915 The complaint Mr B is unhappy with the car supplied to him using a regulated hire purchase agreement with BMW Financial Services(GB) Limited trading as BMW Financial Services. What happened On 26 January 2021 Mr B entered into a regulated hire purchase agreement with BMW for... (3 pages)View decision -
Decision Reference DRN-5410362
19 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5410362 The complaint A company which I’ll call ‘C’ complains that Revolut Ltd didn’t do enough to prevent the loss it suffered when it sent several payments to account’s held with the Electronic Money Institution (‘EMI’) as a result of a scam. The complaint is brought on C’s behal... (7 pages)View decision
