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 380824 results
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Decision Reference DRN-5887751
16 Oct 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5887751 The complaint Mr C complains Sainsbury’s Bank Plc hasn’t provided a refund for a transaction paid on his credit card, having made a Section 75 claim. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. As a brie... (4 pages)View decision -
Decision Reference DRN-5763669
16 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5763669 The complaint Mr S complains NewDay Ltd trading as Fluid (“NewDay”) hasn’t done enough to help get a refund for a transaction made on his credit card. What happened In February 2025, Mr S paid a merchant which I’ll call “F” for access to its demo trading platform, via his N... (4 pages)View decision -
Decision Reference DRN-5714348
16 Oct 2025 Motorpoint Limited Not upheldInsuranceDRN-5714348 The complaint Mr B complains that he was mis-sold a motor warranty by Motorpoint Limited. What happened Mr B purchased a vehicle from Motorpoint. Alongside that purchase, he bought some additional insurance policies. One of them was a motor warranty which amongst other thing... (3 pages)View decision -
Decision Reference DRN-5771427
16 Oct 2025 Carmoola Limited Not upheldConsumer CreditDRN-5771427 The complaint Mr L complains that Carmoola Limited trading as Carmoola reported his car, that was acquired under a hire purchase agreement, as stolen to the Police. What happened Around September 2023 Mr L acquired a used car under a hire purchase agreement with Carmoola. T... (5 pages)View decision -
Decision Reference DRN-5823895
16 Oct 2025 Lemonade Insurance N.V. Not upheldInsuranceDRN-5823895 The complaint Mr S has complained that Lemonade Insurance N.V. (“Lemonade”) declined a claim he made under his home contents insurance policy. What happened The background to this complaint is well known to both parties so I won’t repeat it again in detail here. In summary M... (2 pages)View decision -
Decision Reference DRN-5877496
16 Oct 2025 FIL Investments International UpheldPensions and AnnuitiesDRN-5877496 The complaint Mrs D complains that FIL Investments International (FIL) caused delays in her annuity purchase which meant she missed out on a guaranteed annuity quote. She says this will cause significant losses across her lifetime. What happened I set out the background to t... (5 pages)View decision -
Decision Reference DRN-5852316
16 Oct 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5852316 The complaint Mr C complains on behalf of Mrs C about Motability Operations Limited. He’s unhappy because Motability has advised Mrs C that she can’t purchase the vehicle at the end of the agreement. What happened In March 2021 Mrs C entered into a three-year contract hire a... (2 pages)View decision -
Decision Reference DRN-5881713
16 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5881713 The complaint Mr W is unhappy that a bike supplied to him under a hire purchase agreement with CA Auto Finance UK Ltd (‘CAF’) was of an unsatisfactory quality. What happened On 4 August 2024, Mr W was supplied with a used bike through a hire purchase agreement with CAF. The... (4 pages)View decision -
Decision Reference DRN-5738359
16 Oct 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5738359 The complaint Mr M has complained about the service provided by Fairmead Insurance Limited (‘Fairmead’) under his home insurance policy following an escape of water at his property. For the avoidance to doubt, the term ‘Fairmead’ includes reference to its agents, representat... (4 pages)View decision -
Decision Reference DRN-5699134
16 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5699134 The complaint Mr K complains that Lloyds Bank PLC won’t refund the money he says he lost to a scam. What happened In 2022 Mr K engaged the services of a photographer (who I will call F) to provide photography and videography services for a wedding and another event. Mr K met... (3 pages)View decision
