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 121115 results
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Decision Reference DRN-5204787
3 Jun 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5204787 The complaint Mr T complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited (OFS) is of unsatisfactory quality. What happened In April 2024 Mr T entered into a hire purchase agreement with OFS to purchase a used car. The car... (4 pages)View decision -
Decision Reference DRN-5599934
3 Jun 2025 Quotemetoday.co.uk Ltd UpheldInsuranceDRN-5599934 The complaint Mr G has complained that Quotemetoday.co.uk Ltd (QMT) mis-sold his motor trade insurance policy. And that this led to his claim for damage to his motorhome being turned down by his insurer. What happened Mr G took out a motor trade policy through QMT in Januar... (6 pages)View decision -
Decision Reference DRN-5591827
3 Jun 2025 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-5591827 The complaint Mrs M complains about the service received from Al Rayan Bank PLC (“Al Rayan”) when it mistakenly sent the balance of her entire account to a work colleague causing her significant distress and inconvenience. What happened Mrs M was abroad on holiday when she d... (3 pages)View decision -
Decision Reference DRN-5600120
3 Jun 2025 TICORP Ltd UpheldInsuranceDRN-5600120 The complaint Mrs M’s complaint is about the premium charged at renewal for her pet insurance policy sold to her by TICORP Ltd trading as Petsure. What happened Mrs M took out a lifetime pet insurance policy online to start in July 2023 to provide cover for her dog. The pol... (4 pages)View decision -
Decision Reference DRN-5587017
3 Jun 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5587017 The complaint Mr S complains that The Royal Bank of Scotland Plc (RBS) hasn’t given him information about his mortgage in an appropriate format, and hasn’t provided good service when he tried to raise the issue. What happened Mr S took out his mortgage with RBS in around 200... (3 pages)View decision -
Decision Reference DRN-5598797
3 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5598797 The complaint W has complained about what Aviva offered in settlement of its claim under its Mini Fleet Insurance policy. W is represented by a director, who I’ll refer to as Mr J. What happened One of W’s vehicles, which it bought new in September 2023, was damaged in an ac... (4 pages)View decision -
Decision Reference DRN-4997479
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4997479 The complaint Mr V complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr V is being represented by a third party. To keep things simple, I will refer to Mr V throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5417509
3 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5417509 The complaint Miss D complains about the decline of a commercial property insurance claim by AXA Insurance UK Plc (‘AXA’). Some of Miss D’s dissatisfaction is about the actions of AXA’s appointed agents. As AXA have accepted responsibility for the actions of those agents, in... (5 pages)View decision -
Decision Reference DRN-5598985
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5598985 The complaint Ms T complains Revolut Ltd won’t refund payments she lost when she was the victim of a cryptocurrency investment scam. Ms T is professionally represented, however, to keep things simple, I’ll refer to Ms T throughout my provisional decision. What happened The b... (11 pages)View decision -
Decision Reference DRN-5599387
3 Jun 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5599387 The complaint Mr O complains that JAJA FINANCE LTD trading as Jaja Credit Card (Jaja) lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: M... (4 pages)View decision
