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 123440 results
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Decision Reference DRN-5596023
23 Jun 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5596023 The complaint Mr H complains that FirstRand Bank Limited trading as MotoNovo Finance (‘MotoNovo’) irresponsibly entered into a hire purchase agreement with him. He says MotoNovo failed to check he could make repayments under the agreement sustainably. Mr H also raises conce... (4 pages)View decision -
Decision Reference DRN-5634083
23 Jun 2025 Guavapay Limited UpheldBanking and PaymentsDRN-5634083 The complaint Mr W has complained that he was unable to use his Guavapay Limited (“Guavapay”) payment card due to issues with his PIN. Mr W also complained that he referred his son for a Guavapay card but the referral bonus wasn’t paid to him, despite his son setting up a Gu... (3 pages)View decision -
Decision Reference DRN-5624320
23 Jun 2025 Avantia Insurance Limited UpheldInsuranceThe complaint Mr G and Mrs G complain about Avantia Insurance Limited trading as HomeProtect (“HomeProtect”) for giving them unclear information and leaving them concerned about their level of insurance. They want Avantia to compensate them for their distress and inconvenience. What happen... (3 pages)View decision -
Decision Reference DRN-5617598
23 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5617598 The complaint Ms E complains Metro Bank PLC told a retailer she uses incorrect information about her reclaiming a payment she made. What happened Ms E disputed some payments, but Metro made a mistake and disputed a payment Ms E had willingly made. The payment was to a jewe... (3 pages)View decision -
Decision Reference DRN-5640803
23 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5640803 The complaint Mr C complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Although Mr C now brings the complaint himself, he was previously helped by a representative. But, for ease of reading, I’ll mostly just refer to Mr C, where I also mean th... (3 pages)View decision -
Decision Reference DRN-5626019
23 Jun 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5626019 The complaint Mr L has complained about a transfer of his Zurich Assurance Ltd (Zurich) personal pension to a small self-administered scheme (SSAS) in July 2014. Mr L’s SSAS was subsequently used to invest in Dolphin Capital and a resort development in Akbuk, Turkey, offered... (19 pages)View decision -
Decision Reference DRN-5536861
23 Jun 2025 Xbridge Limited UpheldInsuranceDRN-5536861 The complaint Mr S complains Xbridge Limited (trading as Simply Business) failed to cancel his personal accident cover. Mr S brings the complaint on behalf of his company, T. For ease I will refer to all submissions as having been made by Mr S. What happened Mr S held a seri... (3 pages)View decision -
Decision Reference DRN-5521604
23 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5521604 The complaint Miss W complains about the quality of a car she acquired under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA Auto) previously FCA Automotive Services UK Ltd trading as Fiat Financial Services. When I refer to what Miss W and/or CA Auto said or did,... (5 pages)View decision -
Decision Reference DRN-5187101
23 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5187101 The complaint Mrs K complains that a car supplied to her under a hire purchase agreement with Marsh Finance Limited (MFL) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision ... (6 pages)View decision -
Decision Reference DRN-5640432
23 Jun 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5640432 The complaint Mr W has complained about the return of a mobile phone supplied under a fixed sum loan agreement with Telefonica UK Limited trading as O2. What happened Mr W entered into a fixed sum loan agreement for the supply of a phone in March 2024. The total amount paya... (5 pages)View decision
