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 124111 results
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Decision Reference DRN-5804524
8 Sep 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5804524 The complaint Mr E complains about a car supplied under a hire purchase agreement, provided by MotoNovo Finance Limited. What happened Around October 2023 Mr E acquired a used car under a hire purchase agreement with Motonovo. The car is listed with a cash price of £16,345 ... (7 pages)View decision -
Decision Reference DRN-5804799
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5804799 The complaint X complains that Revolut Ltd hasn’t protected them from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, X has explained that between April an... (4 pages)View decision -
Decision Reference DRN-5752645
8 Sep 2025 Fairstone Financial Management Limited UpheldMortgagesDRN-5752645 The complaint Mr B and Miss A complain that Fairstone Financial Management Limited (Fairstone) gave them the incorrect information about the cooling-off period for a product switch on their mortgage, which meant they had to pay an early repayment charge (ERC). What happened ... (5 pages)View decision -
Decision Reference DRN-5804662
8 Sep 2025 Zenauto Limited UpheldConsumer CreditDRN-5804662 The complaint Mr G complains that Zenauto Limited asked him to MOT a car before handing it back at the end of a hire agreement. What happened In August 2021 Mr G entered into a hire agreement with Zenauto. The car was first registered and delivered on 7 September 2021. The ... (6 pages)View decision -
Decision Reference DRN-5509605
8 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5509605 The complaint Mr H complains about the way AXA Insurance UK Plc (‘AXA’) handled his home insurance claim. What happened The following is intended as a summary of key events only. Mr H submitted a claim for an escape of water to AXA in 2023. AXA appointed loss adjusters who... (3 pages)View decision -
Decision Reference DRN-5465145
8 Sep 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5465145 The complaint Mr W complains about a car supplied under a hire purchase agreement, provided by Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (‘VWFS’). What happened Mr W has been represented on this complaint. But to keep things simple, I ... (6 pages)View decision -
Decision Reference DRN-5741552
8 Sep 2025 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-5741552 The complaint N complains that ERGO Versicherung Aktiengesellschaft has unfairly declined a subsidence claim made for damage to its property. What happened N is a limited company and owns a property purchased in 2014, which had works completed on it in 2016. A policy was tak... (5 pages)View decision -
Decision Reference DRN-5804369
8 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5804369 The complaint Mr M complains about the way Aviva Insurance Limited (‘Aviva’) handled his claim for water damage under his home insurance policy. What happened The following is intended as a summary of key events only. Mr M held a home insurance policy with Aviva. He raised... (4 pages)View decision -
Decision Reference DRN-5804202
8 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5804202 The complaint Mrs P complains that Domestic & General Insurance Plc cancelled her gadget insurance policy when there was no valid reason for them to do so. And she feels that the cancellation was due to discrimination. What happened Mrs P is represented in this case by h... (5 pages)View decision -
Decision Reference DRN-5230271
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5230271 The complaint Ms V is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms V fell victim to a cruel impersonation scam. After disclosing her card details in response to a phishing message, she was contacted ... (4 pages)View decision
