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-5633441
25 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5633441 The complaint Ms C complains about AXA Insurance UK Plc’s handling of her Buildings Insurance claim. All references to AXA also include its appointed agents. What happened Our service has previously considered a complaint about the handling of the claim, so I will not be com... (2 pages)View decision -
Decision Reference DRN-5740363
25 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5740363 The complaint Miss N complains about how U K Insurance Limited (UKI) dealt with her motor insurance claim. She’s unhappy that it wouldn’t agree to cover all of the costs necessary to get her vehicle back to its pre-loss condition. She also complains about poor customer servi... (4 pages)View decision -
Decision Reference DRN-5841904
25 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5841904 The complaint Miss C says Loans 2 Go Limited irresponsibly lent to her. What happened Miss C took out a loan for £400 over 18 months from Loans 2 Go on 19 September 2020. The monthly repayments were £91.42 and the total repayable was £1,645.56. She says Loans 2 Go did not d... (3 pages)View decision -
Decision Reference DRN-5806698
25 Sep 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5806698 The complaint Mr D complains that the car he acquired financed through a hire purchase agreement with Marsh Finance & Commercial Limited (“Marsh Finance”) wasn’t of satisfactory quality. What happened On 2 August 2024 Mr D acquired a car financed through a hire purchase ... (4 pages)View decision -
Decision Reference DRN-5408264
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5408264 The complaint Ms V complains that Revolut Ltd hasn’t protected her 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, Ms V has explained that in 2024 she made numero... (3 pages)View decision -
Decision Reference DRN-5704663
25 Sep 2025 Wakam UpheldInsuranceDRN-5704663 The complaint Miss S complains that Wakam declined a claim on her pet insurance policy. What happened Miss S took out a pet insurance policy for her dog. The policy is underwritten by Wakam and her cover started on 31 May 2024. In November 2024 Miss S made a claim on the pol... (3 pages)View decision -
Decision Reference DRN-5718103
25 Sep 2025 Vodafone Limited Not upheldConsumer CreditDRN-5718103 The complaint Mr S complained about the way Vodafone Limited administered a fixed sum loan agreement he’d taken out to buy a phone. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened briefly here. Mr S bo... (3 pages)View decision -
Decision Reference DRN-5597973
25 Sep 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5597973 The complaint Mr H, who is represented by a third party, complains that First Response Finance Limited (‘First Response’) irresponsibly gave him credit by way of a hire purchase sale agreement he says he couldn’t afford to repay. What happened In May 2020, Mr H acquired a u... (2 pages)View decision -
Decision Reference DRN-5601202
25 Sep 2025 Propensio Finance Limited Not upheldConsumer CreditDRN-5601202 The complaint Miss S complains that Propensio Finance Limited (“Propensio”) didn’t make her aware that a purchase she was making wasn’t on Buy Now Pay Later terms. What happened In 2024, Miss S agreed to purchase a front door from a supplier I’ll call “V”. She says she appli... (2 pages)View decision -
Decision Reference DRN-5768027
25 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5768027 The complaint Mr T complains that the car he acquired financed through a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (“BMWFS”), was mis-sold to him. What happened In July 2024 Mr T acquired a car financed through a ... (3 pages)View decision