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 364862 results
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Decision Reference DRN-5159167
17 Jan 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5159167 The complaint Mr B complaints through a representative that Fairscore Ltd trading as Updraft (“Updraft”) failed to carry out a proportionate affordability assessment before it lent to him. What happened Mr B took out a personal loan from Updraft for £4,000 to be repaid over ... (3 pages)View decision -
Decision Reference DRN-4778080
17 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4778080 The complaint Miss P complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss P is being represented by a third party. To keep things simple, I will refer to Miss P throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5222153
17 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5222153 The complaint Miss F complains that Moneybarn No. 1 Limited trading as Moneybarn lent to her irresponsibly. What happened On 8 November 2016, Miss F entered into a finance agreement with Moneybarn as shown below, to acquire a used car. She repaid the agreement on 1 May 2019 ... (4 pages)View decision -
Decision Reference DRN-5224554
17 Jan 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5224554 The complaint Ms T complains that STARTLINE MOTOR FINANCE LIMITED (SMFL) was irresponsible in its lending to her. She wants all interest and charges she paid under the agreement refunded along with 8% interest. Ms T is represented by a third party but for ease of reference I... (3 pages)View decision -
Decision Reference DRN-5226802
17 Jan 2025 Vitality Life Limited Not upheldInsuranceDRN-5226802 The complaint Mrs S complains that Vitality Life Limited turned down an incapacity claim she made on a personal income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out what I think are the key e... (5 pages)View decision -
Decision Reference DRN-5240086
17 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5240086 The complaint Mr and Mrs H complain that Lloyds Bank plc has treated them unfairly by threatening to take their property into possession when they’ve been trying to sell the property themselves. What happened Mr and Mrs H took out their mortgage with Cheltenham & Glouces... (2 pages)View decision -
Decision Reference DRN-5224200
17 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5224200 The complaint Miss D complains about how Tesco Underwriting Limited (Tesco) handled a claim under her motor insurance policy for damage to her vehicle in an accident. Any reference to Tesco in this decision includes their agents. What happened In November 2023 Miss D’s veh... (7 pages)View decision -
Decision Reference DRN-5209138
17 Jan 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5209138 The complaint Mr C complains that HSBC UK Bank Plc (HSBC) took too long to send him loan closure statements. What happened Mr C requested loan closure statements on 27 September 2024. He complained to HSBC as he said it had taken them too long to send them and the delay had ... (2 pages)View decision -
Decision Reference DRN-4899652
17 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4899652 The complaint Ms P complains about the way Royal & Sun Alliance Insurance Limited trading as RSA [“RSA”] has handled a claim she’s made on her buildings insurance policy following subsidence damage to her property. What happened Ms P is represented by a third party in br... (3 pages)View decision -
Decision Reference DRN-5219490
17 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5219490 The complaint Mr L complains U K Insurance Limited (UKI) gave a poor level of service when he contacted it for a motor insurance policy quote and that it didn’t offer a clear explanation in the price differences from a previous quote. UKI are the underwriters of this policy... (3 pages)View decision
