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 400694 results
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Decision Reference DRN-6162251
8 Apr 2026 PDL Finance Limited Not upheldConsumer CreditDRN-6162251 The complaint Mr L complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr L’s borrowing can be found below. loan number loan amount loan date repayment date number ... (5 pages)View decision -
Decision Reference DRN-6248154
8 Apr 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-6248154 Complaint Mr M complains that Toyota Financial Services (UK) PLC (“Toyota FS”) failed to act fairly and reasonably towards him when entering into a hire purchase agreement with him. He complained that Toyota FS didn’t disclose the commission it paid to the motor dealer that... (3 pages)View decision -
Decision Reference DRN-6255429
8 Apr 2026 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-6255429 The complaint Mr O is unhappy that Aviva Life & Pensions UK Limited (Aviva) wrongly applied tax relief to his employer contributions. Aviva have deducted from Mr O’s pension fund the tax relief (£50,000) that was wrongly applied and investment growth on this amount which... (5 pages)View decision -
Decision Reference DRN-6262286
8 Apr 2026 Western Circle Ltd Not upheldConsumer CreditDRN-6262286 The complaint Mr D has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr D’s borrowing can be found below. loan number loan amount agreement date repaymen... (3 pages)View decision -
Decision Reference DRN-6195504
8 Apr 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-6195504 The complaint Mr T complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (Quidmarket) gave him a loan without carrying out sufficient affordability checks. What happened Mr T was granted one instalment loan in August 2025 for £300. He was due to make six monthly... (4 pages)View decision -
Decision Reference DRN-6253733
7 Apr 2026 AXIS Specialty Europe SE UpheldInsuranceDRN-6253733 The complaint A complaint has been made on behalf of Ms S, that AXIS Specialty Europe SE (“AXIS”) unfairly reduced the settlement amount for a claim made under her building insurance policy. Ms S has been represented in this complaint by a third party. For ease I’ll refer on... (3 pages)View decision -
Decision Reference DRN-6201351
7 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6201351 The complaint Mr R complains that MONZO BANK LIMITED (“Monzo”) won’t refund the money he lost to an investment scam. He is represented by a firm of solicitors. For simplicity I’ll refer to Mr R in this decision. What happened The background is known to both parties, so I wil... (3 pages)View decision -
Decision Reference DRN-6226222
7 Apr 2026 Lex Autolease Limited UpheldConsumer CreditDRN-6226222 The complaint Mr T complains that LEX AUTOLEASE LIMITED (‘Lex’) asked him to pay a road fund charge and that they didn’t give him sufficient notice of the amount or date of collection. What happened The detailed background to this complaint is well known to both parties. So,... (2 pages)View decision -
Decision Reference DRN-6201295
7 Apr 2026 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-6201295 The complaint Mr R complains that Kroo Bank Ltd (“Kroo Bank”) has refused to refund the money he lost as a result of a scam. He is represented by a firm of solicitors, but for simplicity I’ll refer to Mr R in this decision. What happened The background is known to both par... (2 pages)View decision -
Decision Reference DRN-6090137
7 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6090137 The complaint P, a limited company complains that HSBC UK Bank Plc, blocked its account without providing a proper explanation. P also complains about the amount of time HSBC took to release money held in the account, causing P financial loss and inconvenience. P’s complain... (5 pages)View decision