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 121262 results
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Decision Reference DRN-5585619
28 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5585619 The complaint Miss J is unhappy with the quality of a car supplied by Stellantis Financial Services UK Limited using a hire purchase agreement. What happened In March 2022, Miss J entered into a hire purchase agreement with Stellantis for a new car. The cash price was £36,58... (3 pages)View decision -
Decision Reference DRN-5577708
28 May 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5577708 The complaint Mr and Mrs M complain about the repudiation of their commercial property insurance claim by AmTrust Specialty Limited (‘AmTrust’). Although Mr and Mrs M are professionally represented, in my decision I’ll only refer to them, and not their representative. What h... (3 pages)View decision -
Decision Reference DRN-5267099
28 May 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5267099 The complaint Mr O complains that Kroo Bank Ltd (‘Kroo’) won’t reimburse the money he lost when he fell victim to a scam. What happened Mr O says that he and his partner were in the process of buying and selling a property and had appointed a firm of solicitors. He communic... (4 pages)View decision -
Decision Reference DRN-5391043
28 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5391043 The complaint Ms C complains about AXA Insurance UK Plc’s handling of claims information under her car insurance policy, and the impact of this on her car insurance premiums. What happened Ms C had a car insurance policy with AXA. In early 2023, a third-party insurer, who I’... (4 pages)View decision -
Decision Reference DRN-5588058
28 May 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5588058 The complaint Mrs M complains that Fortegra Europe Insurance Company Ltd (Fortegra) declined claims she made under her furniture warranty. Where I’ve referred to Fortegra, this also includes reference to agents acting on their behalf. What happened Mrs M purchased furnitur... (4 pages)View decision -
Decision Reference DRN-5568168
28 May 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5568168 The complaint Mrs P has complained about the service received after she attempted to purchase goods using her Frasers Group Financial Services Limited (“FGFS”) credit agreement. What happened The circumstances of the complaint are well known so I’m not going to repeat every... (2 pages)View decision -
Decision Reference DRN-5275759
28 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5275759 The complaint Mr O complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the money he lost when he fell victim to a scam. What happened Mr O says that he and his partner were in the process of buying and selling a property and had appointed a firm of solicitors. He commun... (3 pages)View decision -
Decision Reference DRN-5325500
28 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5325500 The complaint Mr E complains that a car acquired under a hire purchase agreement with Lendable Ltd trading as Autolend (“Autolend”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I ... (4 pages)View decision -
Decision Reference DRN-5553770
28 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5553770 The complaint Mr M complains about how HSBC UK Bank Plc dealt with a claim he made to it. What happened Mr M used his HSBC credit card on 18 July 2023 to make a payment of £1,214.47 to an accommodation booking service I’ll refer to as ‘T’. His stay was for 31 October to 1 De... (4 pages)View decision -
Decision Reference DRN-5583565
28 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5583565 The complaint Mr S complains about how Barclays Bank UK PLC (‘Barclays’) handled his chargeback request. Mr S is being represented. Any references to Mr S will include information provided by his representative. What happened On 27 November 2023, Mr S made a payment via PayP... (3 pages)View decision
