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 366763 results
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Decision Reference DRN-5553665
12 May 2025 Black Horse Limited Not upheldConsumer CreditDRN-5553665 The complaint Mrs C complains that a car acquired under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality when it was supplied to her. What happened The parties are familiar with the background of this complaint so I will only summarise what ... (4 pages)View decision -
Decision Reference DRN-5464211
12 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5464211 The complaint Mr N has complained that a car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend wasn’t of satisfactory quality. What happened In June 2024, Mr N entered into a finance agreement for a used car. It was around nine years old, an... (2 pages)View decision -
Decision Reference DRN-5238490
12 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5238490 The complaint Mr H says American Express Services Europe Limited (“AMEX”) refuses to refund him for transactions on his account which were made by the supplementary cardholder. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them i... (2 pages)View decision -
Decision Reference DRN-5524776
12 May 2025 esure Insurance Limited Not upheldInsuranceDRN-5524776 The complaint Mrs B has complained about esure Insurance Limited (esure)’s decision to decline a claim she made under her home insurance policy. Mrs B is being represented by her son Mr B in her complaint. What happened Mrs B made a claim for damage to her home caused by wat... (2 pages)View decision -
Decision Reference DRN-5548209
12 May 2025 Loans Warehouse Ltd Not upheldMortgagesDRN-5548209 The complaint Mr S has complained about what happened when he applied for a second charge mortgage through Loans Warehouse Ltd. He’s said he’s out of pocket due to legal costs he incurred for an application that could never have been successful. What happened Mr S inherited ... (6 pages)View decision -
Decision Reference DRN-5551600
12 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5551600 The complaint Mrs A complained that Bank of Scotland plc trading as Halifax (’Halifax’) should pay her more compensation than offered in connection with admitted poor service after it restricted her account . What happened In September 2024, Halifax blocked payments Mrs A w... (4 pages)View decision -
Decision Reference DRN-5553704
12 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5553704 The complaint Mr V and Mr S complain about the service they received from Admiral Insurance (Gibraltar) Limited (Admiral) after receiving their home insurance policy renewal. The home insurance policy was in joint names of Mr V and Mr S, but I’ll refer to Mr V throughout as... (4 pages)View decision -
Decision Reference DRN-5511782
12 May 2025 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-5511782 The complaint Mrs F complains that Bank of Ireland (UK) Plc (BOI) was irresponsible in its lending to her. What happened Mrs F was provided with a £22,000 loan by BOI in July 2022. The loan term was 72 months and Mrs F was required to make monthly repayments of around £484. ... (3 pages)View decision -
Decision Reference DRN-5417802
12 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5417802 The complaint Mrs W complains Lloyds Bank PLC (‘Lloyds”) won’t refund payments she made as part of a scam. What happened In May 2020, Mrs W began corresponding with a third party (further referred to as Mr A) via an online dating website. The relationship developed, resulti... (4 pages)View decision -
Decision Reference DRN-5512341
12 May 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5512341 The complaint Mr B complains that Monzo Bank Ltd was irresponsible in its lending to him. What happened Monzo provided Mr B with a £6,000 loan in July 2023. The loan term was 24 months and Mr B was required to make monthly repayments of £283. Mr B said that adequate checks w... (3 pages)View decision
