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 124111 results
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Decision Reference DRN-5539289
18 Aug 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5539289 The complaint Ms S complains that a car supplied to her under a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (Moneyway) was of an unsatisfactory quality. When I refer to what Ms S or Moneyway have said or done, it should also be taken to include th... (3 pages)View decision -
Decision Reference DRN-5754261
18 Aug 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5754261 The complaint Mr L complains that First Holiday Finance Ltd acted unfairly and unreasonably by declining to meet his claim in misrepresentation under section 75 of the Consumer Credit Act 1974 (“CCA”), and by being party to an unfair credit relationship with him under sectio... (13 pages)View decision -
Decision Reference DRN-5736405
18 Aug 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5736405 The complaint Miss N complains about a hire purchase agreement she took out with Go Car Credit Limited to fund the cost of a used car. Miss N believes that Go Car Credit Limited should not have lent to her, as the repayments towards the agreement each month were unaffordable... (5 pages)View decision -
Decision Reference DRN-5746225
18 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5746225 The complaint Miss O complains that Inter Partner Assistance SA (IPA) didn’t complete a satisfactory repair to her laptop following a claim. What happened Miss P raised a claim with IPA after her laptop stopped working following water damage. IPA arranged for Miss O’s laptop... (2 pages)View decision -
Decision Reference DRN-5641251
18 Aug 2025 AXA France IARD UpheldInsuranceDRN-5641251 The complaint Mr P has complained after he made a claim under his Guaranteed Asset Protection (“GAP”) insurance policy with AXA France IARD (AXA). AXA have delegated the claim and complaint management for Mr P’s case, but for ease I will refer to all actions and comments as ... (2 pages)View decision -
Decision Reference DRN-5168556
18 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5168556 The complaint Ms A is unhappy that HSBC UK Bank PLC haven’t refunded the full amount of money she lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key eve... (3 pages)View decision -
Decision Reference DRN-5744604
18 Aug 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5744604 The complaint Mr W complains about a fixed sum loan agreement he took out with Telefonica UK Limited trading as O2. What happened In April 2024, Mr W says he saw an advertisement for a deal with Telefonica, where they offered to provide a set of wireless headphones for £20, ... (5 pages)View decision -
Decision Reference DRN-5760291
18 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5760291 The complaint Ms D is complaining that Wise Payments Limited didn’t do enough to prevent her from making payments as part of a scam, or to attempt to recover her payments once the scam had been reported. She is also complaining about Wise Payments Limited’s lack of response ... (3 pages)View decision -
Decision Reference DRN-5726894
18 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5726894 The complaint Mr M complains that Lendable Ltd (“Lendable”) lent to him in an irresponsible manner. What happened Mr M was given a single loan by Lendable in September 2018. Including fees, he borrowed a total of £12,490 that he agreed to repay in 60 monthly instalments of ... (4 pages)View decision -
Decision Reference DRN-5367943
18 Aug 2025 eToro (UK) Ltd UpheldInvestmentsDRN-5367943 The complaint Mr A complains eToro (UK) Ltd (‘eToro’) didn’t distribute shares that were made available as part of a corporate action. What happened Mr A had an investment account with eToro. In it he held some shares in a company I’ll call ‘O’. On 10 May 2024 O announced it... (4 pages)View decision
