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 365917 results
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Decision Reference DRN-5213600
17 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5213600 The complaint Miss M complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss M her... (5 pages)View decision -
Decision Reference DRN-5210188
17 Jan 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5210188 The complaint Miss G is unhappy with the service she received from Accredited Insurance (Europe) Limited (AIL) when she claimed under her home emergency policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are ... (4 pages)View decision -
Decision Reference DRN-5232560
17 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5232560 The complaint Mr and Mrs D have complained about Lloyds Bank General Insurance (Lloyds)’s decision to reject a claim they made for storm damage under their home buildings insurance policy. What happened In March 2024 Mr and Mrs D made a claim to Lloyds for water damage from ... (3 pages)View decision -
Decision Reference DRN-5169591
17 Jan 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5169591 The complaint Miss P complains that Specialist Motor Finance Limited (SMFL) was irresponsible in its lending to her. She wants all interest and charges she has paid under her hire purchase agreement refunded along with 8% simple interest and any adverse information removed f... (3 pages)View decision -
Decision Reference DRN-4896608
17 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4896608 The complaint Mr L complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background of this... (3 pages)View decision -
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
