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 4096 results
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Decision Reference DRN-4383573
2 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4383573 The complaint Mr C complains about Creation Consumer Finance Ltd’s decision to decline his claim for compensation, under section 75 of the Consumer Credit Act 1974, about a pair of fitted bookcases. What happened In April 2022 Mr C ordered two bespoke fitted bookcases from a th... (3 pages)View decision -
Decision Reference DRN-4833527
19 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4833527 The complaint Mr P has complained that Lloyds Bank PLC won’t refund the money he lost after falling victim to a scam. What happened Mr P fell victim to a task-based job scam. He was messaged out of the blue with a job offer, the scammer saying they got his details from a job we... (3 pages)View decision -
Decision Reference DRN-5324198
12 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5324198 The complaint Mrs and Mr W complain about AXA Insurance UK Plc (AXA) declining their claim for damage to their property under their Commercial and Residential Landlords Insurance policy. Any reference to AXA includes its agents. What happened Mrs and Mr W made a claim on t... (5 pages)View decision -
Decision Reference DRN-5809227
28 Nov 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5809227 The complaint Mrs R, who is represented by a third party, complains that First Response Finance Limited (‘First Response’) irresponsibly gave her credit by way of a hire purchase sale agreement she says she couldn’t afford to repay. What happened In February 2022, Mrs R acq... (2 pages)View decision -
Decision Reference DRN-5902871
27 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5902871 The complaint Mr J is unhappy that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In March 2024, Mr J was supplied with a used car through a hire purchase agreement with MotoNovo. He paid a... (8 pages)View decision -
Decision Reference DRN-4230079
11 Oct 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4230079 The complaint Miss S complains that a car acquired with finance from Startline Motor Finance Limited wasn’t of satisfactory quality. What happened In November 2022 Miss S was supplied with a car and entered into a finance agreement with Startline. At the point of supply the car... (3 pages)View decision -
Decision Reference DRN-3621525
1 Dec 2022 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-3621525 The complaint Mr W complains that The Royal Bank of Scotland Plc (“RBS”) closed all his accounts with no warning, which impacted his finances. What happened Mr W had an existing loan with RBS. Mr W had missed one payment in January 2020. In March 2020, COVID-19 affected Mr W’s ... (3 pages)View decision -
Decision Reference DRN0688208
31 Jul 2019 TenetLime Ltd UpheldBanking and creditMr A and Ms S complain that they were mis-sold a mortgage by an appointed representative (“AR”) of TenetLime Ltd (“TenetLime”), and advised to invest some of the proceeds into an unregulated investment.backgroundI issued a provisional decision on this complaint in July 2019 (copy attached)... (14 pages)View decision -
Decision Reference DRN-1713342
3 Apr 2020 One Insurance Limited UpheldInsuranceDRN-1713342 The complaintMr T complains that One Insurance Limited rejected a claim he made under his motor insurance policy. What happenedMr T advertised his car for sale and met with a potential buyer. Unfortunately the “buyer” stole Mr T’s car during a test drive. Mr T has provided us w... (4 pages)View decision -
Decision Reference DRN5683992
12 Jun 2019 Pro-Synergy Wealth & Tax Management Ltd UpheldInvestment and pensionsMr A complains Pro-Synergy Wealth & Tax Management Ltd gave him unsuitable advice to invest in a Business Premises Renovation Allowance (BPRA) scheme in 2012. backgroundIn March 2012 Mr A received a circular email from Pro-Synergy with the subject ‘BPRA opportunity –... (8 pages)View decision