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 122404 results
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Decision Reference DRN-5615497
16 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5615497 The complaint Miss R complains that NewDay Limited trading as Aqua (NewDay) lent to her irresponsibly. She says NewDay didn’t do enough to check she could afford to repay the lending sustainably. Miss R says that the initial limit and all subsequent limit increases were unaf... (4 pages)View decision -
Decision Reference DRN-5626949
16 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5626949 The complaint Miss W is unhappy that PayPal UK Ltd closed her PayPal Credit account and with the service she received surrounding this. What happened Miss W opened a standard PayPal account in June 2019 and later opened PayPal Credit account, which was linked to her standard... (5 pages)View decision -
Decision Reference DRN-5611998
16 Jun 2025 Alan Boswell Insurance Brokers Limited UpheldPensions and AnnuitiesDRN-5611998 The complaint Mr D complains about advice given by Alan Boswell Insurance Brokers Limited (ABIBL) to transfer benefits from a defined benefits (DB) occupational pension scheme to a section 32 policy. Mr D says the advice was unsuitable and has caused him a financial loss. W... (9 pages)View decision -
Decision Reference DRN-5626721
16 Jun 2025 Culligan Water Limited UpheldConsumer CreditDRN-5626721 The complaint Mr B complains Culligan Water Limited (Culligan) treated him unfairly because they delayed telling him he hadn’t passed their credit checks. What happened In early June 2024, Mr B wanted to get a water system for his home. But after signing the hire agreement a... (2 pages)View decision -
Decision Reference DRN-5621222
16 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5621222 The complaint Mr W complains about a car supplied to him using a conditional sale agreement taken out with Moneybarn No. 1 Limited (“Moneybarn”). What happened In July 2022, Mr W acquired a used car using a conditional sale agreement with Moneybarn. The car was over ten yea... (5 pages)View decision -
Decision Reference DRN-5626605
16 Jun 2025 One Insurance Limited UpheldInsuranceDRN-5626605 The complaint Mr and Mrs S have complained that One Insurance Limited unfairly declined a claim under Mrs S’s home emergency insurance policy. What happened Mrs S bought a home emergency policy underwritten by One Insurance. The policy covered emergency repairs costing up t... (4 pages)View decision -
Decision Reference DRN-5544912
16 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5544912 The complaint Mrs O complains that Royal & Sun Alliance Insurance Limited have delayed in dealing with her claim and provided poor service following an escape of water. What happened Mrs O held buildings and contents insurance with RSA. In October 2023 she made a claim... (4 pages)View decision -
Decision Reference DRN-5619374
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5619374 The complaint Mr H complains that Revolut Ltd will not refund money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. In summary, Mr H said he made the following card payments to three merchant... (7 pages)View decision -
Decision Reference DRN-5611426
16 Jun 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5611426 The complaint A company, which I’ll refer to as T, complains that Starling Bank Limited should pay more compensation than offered so far in respect of delay processing an international payment. T’s director, Mr A, brings the complaint on T’s behalf. What happened On 5 July... (3 pages)View decision -
Decision Reference DRN-5590785
16 Jun 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5590785 The complaint Mr M complained that Tesco Underwriting Limited (“Tesco”) unfairly declined his claim for storm damage when heavy rainfall overwhelmed the guttering and caused significant internal damage to the property. Tesco was providing a home insurance policy. Mr M was re... (3 pages)View decision
