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 123872 results
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Decision Reference DRN-5375794
30 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5375794 The complaint Mr C, through his representative, complained that Moneybarn No. 1 Limited trading as Moneybarn lent to him by agreeing to extend finance to purchase a car in April 2019 when he could not afford it. What happened Mr C applied to Moneybarn for car finance in late... (4 pages)View decision -
Decision Reference DRN-5723968
30 Jul 2025 Tesco Mobile Limited UpheldConsumer CreditDRN-5723968 The complaint Mrs M complains Tesco Mobile Limited have treated her unfairly when she ended a fixed sum loan agreement early. What happened Mrs M has been a longstanding customer of Tesco Mobile and had an existing account with them which included agreements for herself, her... (8 pages)View decision -
Decision Reference DRN-5722132
30 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5722132 The complaint Miss B complains about the way Bank of Scotland plc trading as Halifax (‘Halifax’) handled her refund request. What happened The parties are familiar with the background of this complaint so I will just summarise it here. On 8 July 2024, Miss B asked Halifax f... (3 pages)View decision -
Decision Reference DRN-5296869
29 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5296869 The complaint Mrs S complains that the car she acquired through Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”) wasn’t of satisfactory quality. She says although she’s rejected the car, she’s unhappy with how much MBFS has refunded to he... (4 pages)View decision -
Decision Reference DRN-5723257
29 Jul 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5723257 The complaint Mr F says Advantage Insurance Company Limited didn’t pay him enough for his written-of car after he made a claim on his motor insurance policy. What happened Mr F’s car was damaged in a non-fault accident. Advantage checked the valuations shown in three of the... (2 pages)View decision -
Decision Reference DRN-5692143
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5692143 The complaint X complains that NewDay Ltd were unreasonable to default and terminate his agreement when they knew he was medically incapacitated. He says they failed to follow the correct complaints procedure. What happened The detailed background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5710429
29 Jul 2025 Lumin Wealth Management Limited UpheldPensions and AnnuitiesDRN-5710429 The complaint Mr Y complains that Lumin Wealth Management Limited (“Lumin”) failed to facilitate the transfer of his pension investments to a new provider in a reasonable period of time. What happened I issued a provisional decision on this complaint earlier this month. In t... (7 pages)View decision -
Decision Reference DRN-5604233
29 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5604233 The complaint Mr W and Mrs B complain that Nationwide Building Society won’t reimburse them after they send money to an investment, that they now consider to have been a scam. What happened The circumstances of this complaint are well known to both parties so I won’t repeat ... (5 pages)View decision -
Decision Reference DRN-5306765
29 Jul 2025 Profile Financial Solutions Limited UpheldPensions and AnnuitiesDRN-5306765 The complaint Mr W complains that Profile Financial Solutions Limited (Profile) misadvised him to transfer his employer sponsored company pension scheme (OPS), causing losses. He wants compensation for the losses. Mr W is assisted in bringing his complaint by a Claims Manag... (7 pages)View decision -
Decision Reference DRN-4867011
29 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4867011 The complaint Miss O complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to a ‘safe account’ scam. What happened In summary, Miss O says that, in July 2023, she was contacted by an individual claiming to be from a well-known merchant (I’ll call ‘A’). She w... (2 pages)View decision
