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 DRN4411574
7 Jun 2017 Express Finance (Bromley) Limited UpheldBanking and creditMr H complains that Express Finance (Bromley) Limited (trading as Payday Express) gave him loans that he couldn’t afford.backgroundMr H took five loans from Payday Express. The first was in December 2012, for £300 this was rolled over twice. The second loan, in Ma... (3 pages)View decision -
Decision Reference DRN3542474
15 Jan 2021 Davies Financial Limited UpheldInvestment and pensionsComplaint Mr and Mrs S were both members and Trustees of “the SSAS” (a small self administered scheme - a pension). Their complaint is that in November 2007 Davies Financial Limited (Davies Financial) advised them to invest in the Stirling Mortimer Cape Verde No 4 Fund which they believe w... (48 pages)View decision -
Decision Reference DRN-5932617
6 Nov 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5932617 The complaint Mr A has complained about Capital One (Europe) plc’s offer to settle his claim under Section 56 of the Consumer Credit Act 1974 (‘Section 56’). What happened In 2022, Mr A bought a motorhome from a company I’ll refer to as ‘X’ for £53,290. Mr A paid X a £2,000 ... (6 pages)View decision -
Decision Reference DRN-3840698
6 Jan 2023 Indigo Michael Limited UpheldConsumer CreditDRN-3840698 The complaint Mr E (through a representative) has complained that Indigo Michael Limited (trading as SafetyNet Credit (SNC)) didn’t complete enough affordability checks before providing him with the facility. Mr E says by granting the facility it pushed him further into debt. W... (3 pages)View decision -
Decision Reference DRN4269185
22 Jan 2019 Sussex Independent Financial Advisers Limited UpheldInvestment and pensionsMrs L has complained about the advice she was given by Sussex Independent Financial Advisers Limited (“Sussex”) to transfer her existing pension into a new plan, in order to invest in Harlequin Property (“Harlequin”).backgroundIn 2009, Mrs L transferred her existing... (7 pages)View decision -
Decision Reference DRN-3879248
3 Aug 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-3879248 The complaint Mr P complains that Revolut Ltd won’t refund payments he made as part of a scam. What happened Mr P fell victim to an investment scam. As part of the scam he was persuaded to open an account with Revolut. He moved money from an account he held with another financi... (3 pages)View decision -
Decision Reference DRN5795553
5 Aug 2016 Hyundai Capital UK Limited UpheldBanking and creditMrs Q complains that the car she got from Hyundai Capital UK Limited (trading as Kia Motors Finance) on a conditional sale agreement was not of satisfactory quality.backgroundMrs Q got the new car in April 2015. In October 2015 she wrote to Kia Motors Finance asking f... (5 pages)View decision -
Decision Reference DRN5036699
24 Jul 2019 National Westminster Bank Plc Not upheldBanking and creditComplaintMr H complains a locked box that was left with National Westminster Bank Plc (NatWest) for safe keeping has been lost or stolen. He brings this complaint in has capacity as the executor of his late-father’s estate. BackgroundMr H has a receipt which shows the box was left with Nat... (3 pages)View decision -
Decision Reference DRN-4491919
3 Dec 2023 247 Money Group Limited UpheldConsumer CreditDRN-4491919 The complaint Mrs B complains 247 Money Group Limited trading as 247Money (247 Money) supplied her with a car that she believes wasn’t of satisfactory quality. What happened The details of this case are well known to both parties so I won’t repeat them again. In November 2023... (5 pages)View decision -
Decision Reference DRN-5703989
27 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5703989 The complaint Mr C complains about Aviva Insurance Limited (“Aviva”) about the decision to decline cover for his watch, when it was stolen. He wants Aviva to cover the loss. What happened Mr C holds high net worth insurance, on the basis of covering ‘all risks’. He had a num... (3 pages)View decision