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 367300 results
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Decision Reference DRN-5578914
23 May 2025 Close Brothers Limited UpheldConsumer CreditDRN-5578914 The complaint Miss D is unhappy with the quality of a car supplied by Close Brothers Limited using a conditional sale agreement What happened In November 2023, Miss D entered into a conditional sale agreement with Close Brothers for a used car. The car was around eight years... (4 pages)View decision -
Decision Reference DRN-5581144
23 May 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5581144 The complaint Mrs and Mr B complained about Accredited Insurance (Europe) Ltd. They are not happy about the way it dealt with a claim under their motorhome insurance policy. For ease of reading any reference to Accredited includes its agents. What happened I looked at this... (3 pages)View decision -
Decision Reference DRN-5552518
23 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5552518 The complaint Mr S complains about how Tradex Insurance Company PLC settled a claim he made on his motor trade policy. What happened Mr S holds a motor trade policy with Tradex. That policy insurers him for a number of vehicles, including his personal ones. Two of Mr S’s per... (3 pages)View decision -
Decision Reference DRN-5559974
23 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5559974 The complaint Mr K has complained that Aviva Life & Pensions UK Limited hasn’t allowed him to take income drawdown with his policy and that it misled him into believing that he could. Mr K has further complained about the time it took for Aviva to send him a retirement q... (12 pages)View decision -
Decision Reference DRN-5047764
23 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5047764 The complaint Miss R is complaining that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t do enough to prevent her making payments to what she says was a scam. The complaint is brought on her behalf by a professional representative. What happened On 4 July ... (3 pages)View decision -
Decision Reference DRN-5331906
23 May 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5331906 The complaint Mrs F has complained that MotoNovo Finance Limited won’t accept she didn’t take out the credit agreement for the purchase of a car. What happened In June 2024 Mrs F realised the car her husband drove had been clamped and there were outstanding enforcement notic... (4 pages)View decision -
Decision Reference DRN-5574629
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5574629 Complaint Ms M is unhappy that Revolut Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background The background to this case is well known to the parties, so I don't intend to set it out in full here. In short, Ms M had been looking for work w... (6 pages)View decision -
Decision Reference DRN-5361620
23 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5361620 The complaint Mrs M complains Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties,... (3 pages)View decision -
Decision Reference DRN-5494745
23 May 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5494745 The complaint Miss R has complained that Madison CF UK Limited trading as 118 118 Money, acted irresponsibly when it provided her with a £2,000 personal loan in September 2024. Background Miss R applied for a £2,000 personal loan from 118 118 Money in September 2024. The loa... (3 pages)View decision -
Decision Reference DRN-5581477
23 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5581477 The complaint Miss J complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved a credit card application she made. What happened Miss J applied for a Fluid credit card in January 2019. In her application, Miss J said she had an annual income of £30,636 ... (3 pages)View decision
