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 392389 results
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Decision Reference DRN-5873390
5 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5873390 THE COMPLAINT Mr B complains that American Express Services Europe Limited (“Amex”) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by Refundee in this matter. However, where appropriate, I will refer to Mr B solely in this d... (4 pages)View decision -
Decision Reference DRN-5863584
5 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5863584 The complaint Miss R complains how Admiral Insurance (Gibraltar) Limited (Admiral) handled a refund after she cancelled a motor insurance policy. What happened The details of Miss R’s complaint are well known to both parties, so I’ll briefly summarise what happened: • Miss R... (2 pages)View decision -
Decision Reference DRN-5755156
5 Nov 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5755156 The complaint Miss S complains that a loan from Oakbrook Finance Limited was unaffordable for her and was irresponsibly granted. What happened Miss S applied to Oakbrook Finance for a loan in April 2025 and she entered into a fixed sum loan agreement for a loan of £3,550, re... (3 pages)View decision -
Decision Reference DRN-5618729
5 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5618729 The complaint Mr O complains that Nationwide Building Society (“Nationwide”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr O has explain... (2 pages)View decision -
Decision Reference DRN-5858156
5 Nov 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5858156 The complaint Mr R complains that the premium for a motorcycle insurance policy quoted by Adrian Flux Insurance Services Group trading as Bikesure Insurance Services (Bikesure) increased significantly from the original premium quoted by a price comparison website. What happe... (2 pages)View decision -
Decision Reference DRN-5914715
5 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5914715 The complaint Mr K complains that a car that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Mr K under a hire purchase agree... (3 pages)View decision -
Decision Reference DRN-5921745
5 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5921745 The complaint Mr S complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr S under a hire purchase agreement with MotoNovo Finance that he electron... (4 pages)View decision -
Decision Reference DRN-5599497
5 Nov 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5599497 The complaint Mrs J complains that Fortegra Europe Insurance Company Ltd (FEI) declined a claim on her Guaranteed Asset Protection (GAP) policy. What happened Mrs J took out a GAP policy with FEI in January 2023. In November 2024 she was involved in an accident and logged a ... (3 pages)View decision -
Decision Reference DRN-5911127
5 Nov 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5911127 The complaint Mr P complains about the financial losses he suffered when ReAssure Limited (ReAssure) both delayed his pension transfer to a new self-invested personal pension (SIPP) and used the wrong transfer value in the first place. He says that the redress methodology th... (6 pages)View decision -
Decision Reference DRN-5855809
5 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5855809 The complaint Mr P is unhappy that MotoNovo Finance Limited (“MFL”) continues to seek payment from him after he sent a cheque payment to settle his car finance agreement in full. When I refer to what Mr P has said and what MFL has said, it should also be taken to include th... (3 pages)View decision