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 125400 results
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Decision Reference DRN-4796800
23 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4796800 The complaint Mrs D is unhappy that Revolut Ltd won’t refund payments she didn’t make. What happened Mrs D received a message on her Depop app that she’d sold an item she’d listed. To receive the money, she was asked to follow a link to receive the payment. The link sent her ... (2 pages)View decision -
Decision Reference DRN-4623957
23 May 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4623957 The complaint Mr B complains that Frasers Group Financial Services Limited trading as Studio, didn’t tell him that his application for credit was declined. What happened Mr B applied for a credit account with Studio on 3 September 2023. Mr B says he requested an update from Stu... (3 pages)View decision -
Decision Reference DRN-4810080
23 May 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4810080 Complaint Mrs D is unhappy that Wise Payments Limited (Wise) didn’t do more to protect her when she was targeted by a scammer. Background The background to this case is well known to the parties, so I don’t intend to set out in full here. What follows is a brief summary of what... (4 pages)View decision -
Decision Reference DRN-4729763
23 May 2024 esure Insurance Limited UpheldInsuranceDRN-4729763 The complaint Ms V complains about the way esure Insurance Limited (“esure”) handled a motor insurance claim. Any reference to esure includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised what hap... (2 pages)View decision -
Decision Reference DRN-4783041
23 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4783041 The complaint Mr H complains that Specialist Motor Finance Limited trading as Specialist Motor Finance (Specialist Motor Finance) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay What happened In March 2018 Mr H acquired a vehicle financed by... (4 pages)View decision -
Decision Reference DRN-4798262
23 May 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4798262 The complaint Mr D has complained that Loans 2 Go Limited (“L2G”) gave him a loan he couldn’t afford to repay. What happened Mr D was advanced one loan of £450 on 19 September 2023, and he was due to make 18 monthly repayments of £92.50. If Mr D repaid the loan in line with the... (4 pages)View decision -
Decision Reference DRN-4779546
23 May 2024 PDL Finance Limited UpheldConsumer CreditDRN-4779546 The complaint Mr A complains that PDL Finance Limited, trading as Mr Lender (“Mr Lender”), lent to him irresponsibly because at the time he had a number of missed payments and defaults on his credit file. Mr A is also unhappy about the help and support he received from Mr Lende... (7 pages)View decision -
Decision Reference DRN-4798056
23 May 2024 Advantage Financial Solutions Ltd UpheldMortgagesDRN-4798056 The complaint Mr and Mrs H complain about the service they received from Advantage Financial Solutions Ltd when arranging a new mortgage product. What happened Mr and Mrs H contacted Advantage in February 2023 as the existing product on their residential mortgage was due to end... (3 pages)View decision -
Decision Reference DRN-4516775
23 May 2024 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-4516775 The complaint M complains about China Taiping Insurance (UK) Co Ltd’s decision to decline a claim under its commercial property insurance policy. Any reference to China Taiping includes the comments and actions of its agents. What happened The circumstances of this complaint ar... (6 pages)View decision -
Decision Reference DRN-4650133
23 May 2024 Covea Insurance plc UpheldInsuranceDRN-4650133 The complaint Mr and Mrs J complain Covea Insurance Plc unfairly declined their home insurance claim. Covea’s been represented by an agent for the claim and complaint. For simplicity I’ve generally referred to the agents’ actions as being Covea’s own. What happened In January 2... (4 pages)View decision
