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 122405 results
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Decision Reference DRN-5470451
13 Jun 2025 Tranzfar Ltd UpheldBanking and PaymentsDRN-5470451 The complaint Mrs I complains that Tranzfar Ltd trading as Tranzfar did not complete an international transfer she made. What happened On 1 July 2024 Mrs I asked Tranzfar to complete two international transfers for her, to an account in Nigeria. Both transactions were for £1... (2 pages)View decision -
Decision Reference DRN-5619559
13 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5619559 The complaint Mr B complains with the amount Ageas Insurance Limited (Ageas) have paid to settle the claim he made under his home insurance policy following a storm. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised e... (6 pages)View decision -
Decision Reference DRN-5606966
13 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5606966 The complaint Mr B complains through a representative that Black Horse Limited (“Black Horse”) gave him finance without carrying out adequate affordability checks. Had it done better checks it would’ve seen that the finance wasn’t affordable. For ease of reading, I’ve refer... (6 pages)View decision -
Decision Reference DRN-5605969
13 Jun 2025 West Bay Insurance Plc UpheldInsuranceDRN-5605969 The complaint Ms M complains that West Bay Insurance Plc (“West Bay”) disposed of her vehicle when she didn’t collect it after it made some repairs following a claim under her motor insurance policy. What happened Ms M had a motor insurance policy with West Bay covering her ... (3 pages)View decision -
Decision Reference DRN-4995375
13 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4995375 The complaint Mr K complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr K throughout this decision. What happened The background to this complain... (8 pages)View decision -
Decision Reference DRN-5241819
13 Jun 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5241819 The complaint Miss W complains EGR WEALTH LIMITED (EGR) is responsible for mis-selling her an investment into a bond. She says there were failings in the way the investment was sold, and she has suffered a loss as a result. What happened In January 2020, Miss W invested aro... (10 pages)View decision -
Decision Reference DRN-5589293
12 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5589293 The complaint Mr G complains that he’s been trying to set up a payment plan with NewDay Ltd trading as Pulse but has been unable to do so. What happened Mr G complains that he’s been trying to set up a payment plan with NewDay but has been unable to do so. He says he’s been ... (3 pages)View decision -
Decision Reference DRN-5621849
12 Jun 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5621849 The complaint Miss O complains about a car supplied under a hire purchase agreement, provided by Advantage Finance Ltd (‘AFL’). What happened Around May 2024 Miss O acquired a used car under a hire purchase agreement with AFL. The car is listed with a cash price of £6,995 on... (8 pages)View decision -
Decision Reference DRN-5415515
12 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5415515 The complaint Mr F is unhappy that a car supplied to him under a Personal Contract Purchase agreement with CA Auto Finance UK Ltd (“CA Auto”) was of an unsatisfactory quality. When I refer to what Mr F has said and what CA Auto has said, it should also be taken to include t... (4 pages)View decision -
Decision Reference DRN-5601853
12 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5601853 The complaint Mr M and Mrs M complain that Admiral Insurance (Gibraltar) Limited declined their travel insurance policy claim, mis-sold the policy to them and failed to respond to their complaint. My references to Admiral include its agents. What happened Mr M and Mrs M boug... (7 pages)View decision
