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 392389 results
-
Decision Reference DRN-5491369
18 Sep 2025 Guavapay Limited UpheldBanking and PaymentsDRN-5491369 The complaint Miss R complains that Guavapay trading as MyGuava (‘MyGuava’) declined to refund her money which she says she lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties so I will not go into every detail of what... (3 pages)View decision -
Decision Reference DRN-5823055
18 Sep 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5823055 The complaint Miss W says Admiral Financial Services Limited, trading as Admiral Money, irresponsibly lent to her. What happened Miss W took out a loan for £5,000 over 48 months on 4 December 2023 from Admiral Money. The monthly repayments were £196.90 and the total repayabl... (3 pages)View decision -
Decision Reference DRN-5809688
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5809688 The complaint Mr U complains as a director of T, a company, that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY in error paid duplicate credits into T's account and then removed them without notice causing the account to go overdrawn. What happened On 30 June 2025, in... (2 pages)View decision -
Decision Reference DRN-5730600
18 Sep 2025 The Claims Consultancy (London) Limited Not upheldInsuranceDRN-5730600 The complaint Mr U and Ms S complain about how much they’ve been charged by The Claims Consultancy (London) Limited (TCC). What happened The events are well known to both parties and so I won’t go into them in detail here. In summary, Mr U and Ms S suffered an escape of wate... (3 pages)View decision -
Decision Reference DRN-5825620
18 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5825620 The complaint Miss D complains that Loans 2 Go Limited irresponsibly provided her with a loan. Miss D is supported in bringing this complaint by a representative. But, for ease, I’ll refer to actions and submissions as being those of Miss D herself. What happened Loans 2 G... (4 pages)View decision -
Decision Reference DRN-5652051
18 Sep 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5652051 The complaint Mr P has complained that First Central Underwriting Limited won’t pay him its total loss value of his car following an accident under his motor policy. What happened Mr P’s car was damaged whilst parked by a hit and run driver on 7 September 2024 and he report... (8 pages)View decision -
Decision Reference DRN-5752698
18 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5752698 The complaint Mr D has complained about the way American Express Service Europe Limited (“AmEx”) dealt with a claim for money back in relation to a hotel he paid for with credit it provided. What happened In January 2025, Mr D used his AmEx credit card to pay for a hotel th... (5 pages)View decision -
Decision Reference DRN-5339960
18 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5339960 The complaint Ms W complains that Lloyds Bank Plc won’t refund the money she lost after falling victim to an impersonation scam. Ms W is professionally represented, however, to keep things simple, I’ll refer to Ms W throughout my decision. What happened The detailed backgr... (4 pages)View decision -
Decision Reference DRN-5816412
18 Sep 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5816412 The complaint Mr C complains about the way in which Go Car Credit Limited has handled his account after he fell into financial difficulties and suffered a series of mental health crises. What happened In November 2022 Mr C entered into a five-year hire purchase agreement wit... (4 pages)View decision -
Decision Reference DRN-5774170
18 Sep 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5774170 The complaint Mr A complains Marshmallow Financial Services Limited required him to pay outstanding premiums when he cancelled his motor insurance policy. What happened Marshmallow arranged motor insurance for Mr A. He paid for it monthly. The policy was provided by a separ... (2 pages)View decision