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 393318 results
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Decision Reference DRN-5842691
26 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5842691 Complaint Miss P has complained about high-cost short-term credit (“HCSTC”) instalment loan she took out with Evergreen Finance London Limited (trading as “Moneyboat”.co.uk). She says Moneyboat should not have provided her with this loan as it was unaffordable. Background M... (3 pages)View decision -
Decision Reference DRN-5842688
26 Sep 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5842688 Complaint Miss A complains that Blue Motor Finance Ltd (“BMF”) unfairly entered into a hire-purchase agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In March 2019, BMF provide... (4 pages)View decision -
Decision Reference DRN-5842659
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5842659 THE COMPLAINT Mr M complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr M is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr M solely in this decision for ease ... (4 pages)View decision -
Decision Reference DRN-5773259
25 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5773259 The complaint Mrs G has complained that U K Insurance Limited (“UKI”) provided a poor service when she made a claim following an escape of water. Any reference to UKI in this decision includes its appointed agents and representatives. Mrs G has been represented by others dur... (3 pages)View decision -
Decision Reference DRN-5826570
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5826570 The complaint Miss R complains that National Westminster Bank PLC declined her chargeback claim. What happened Miss R booked a holiday with Loveholidays on 27 March 2024 and paid using her NatWest card. The amount paid was £606.95. Subsequently the flights included in the ho... (3 pages)View decision -
Decision Reference DRN-5794190
25 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5794190 The complaint Mr C complains that esure Insurance Limited’s approved repairer damaged his car when he made a claim on his motor insurance. esure used a third-party company to handle Mr C’s claim and most of his correspondence has been with this company rather than directly w... (3 pages)View decision -
Decision Reference DRN-5798226
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5798226 The complaint Mrs A and Mr M complain about Santander UK Plc (“Santander”) for applying charges to international payments, and for not proactively advising them that a different account may not incur those charges. They want Santander to reimburse the charges. What happened ... (3 pages)View decision -
Decision Reference DRN-5662983
25 Sep 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5662983 The complaint Mr C complains that a car that was supplied to him under a hire agreement with Volvo Car UK Limited wasn’t of satisfactory quality. What happened A new car was supplied to Mr C under a hire agreement with Volvo Car in March 2022. Mr C had signed the hire agreem... (2 pages)View decision -
Decision Reference DRN-5822446
25 Sep 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5822446 The complaint Mr A complains that Home Retail Group Card Services Limited trading as Argos Card charged him interest after his Buy Now Pay Later (BNPL) plan ended. What happened Mr A made a purchase for £799 on 7 May 2024 which was applied to his account under the terms of a... (2 pages)View decision -
Decision Reference DRN-5592317
25 Sep 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5592317 The complaint Mr B complains Alwyn Insurance Company Limited has unfairly avoided two pet insurance policies he had and declined to pay a claim he made. What happened Mr B took out a pet insurance policy online for his dogs, B and H, which started on 13 May 2024. In February... (2 pages)View decision