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
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Decision Reference DRN-5598703
15 Sep 2025 FREEMANS PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5598703 The complaint Ms F complains that FREEMANS PUBLIC LIMITED COMPANY (Freemans) lent to her irresponsibly when they provided her with a Credit Account in 2019 and later increased her credit limit. What happened In October 2019, Ms F was provided a Credit Account by Freemans wh... (4 pages)View decision -
Decision Reference DRN-5816801
15 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5816801 The complaint Mr M complains Monzo Bank Ltd won’t reimburse money he lost when he fell victim to a scam. What happened I issued my provisional decision to both parties on 1 September 2025 so they first had an opportunity to comment on my findings. I have included a copy of ... (4 pages)View decision -
Decision Reference DRN-5748443
15 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5748443 The complaint A complains that Starling Bank Limited (‘Starling’) didn’t do enough to protect it when it fell victim to an investment scam. Mr K, director of A has chosen to appoint professional representatives in bringing this complaint. But for ease I will refer to A thro... (3 pages)View decision -
Decision Reference DRN-5619231
15 Sep 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5619231 The complaint Mr and Mrs S complain that Ageas Insurance Limited (“Ageas”) unfairly declined their claim for an escape of water, under their home buildings insurance policy. I’ll refer to Mrs S for ease. What happened Mrs S said her shower tray developed a crack resulting in... (2 pages)View decision -
Decision Reference DRN-5570956
15 Sep 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5570956 The complaint Mr S complains that a car he acquired through a hire purchase agreement financed by Blue Motor Finance Ltd (‘BMF’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise t... (4 pages)View decision -
Decision Reference DRN-5802667
15 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5802667 The complaint Mr Cis unhappy with the compensation offered by Oodle Financial Services Limited trading as Oodle Car Finance after they allowed him to reject a van they’d supplied to him under a hire purchase agreement. What happened In December 2024, Mr C was supplied with a us... (4 pages)View decision -
Decision Reference DRN-5811954
15 Sep 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5811954 The complaint Mr N and Mrs S complain about Great Lakes Insurance UK Limited’s decision to turn down their travel insurance claim. Any reference to Great Lakes includes the actions of its agents. What happened Mr N and Mrs S held annual travel insurance cover with Great La... (3 pages)View decision -
Decision Reference DRN-5810522
15 Sep 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5810522 The complaint Miss H complains about Lowell Portfolio I Ltd’s actions when trying to recover debts in her name. What happened Lowell acquired six debts in Miss H’s name that were closed at default. The debts related to five mobile phone accounts and a utilities account. In... (4 pages)View decision -
Decision Reference DRN-5804985
15 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5804985 The complaint Ms O complains about the way American Express Services Europe Limited (‘Amex’) treated her at a vulnerable time. Ms O is unhappy that instead of supporting her, Amex reported a missed payment to the Credit Reference Agencies (‘CRAs’) and reduced her credit limi... (3 pages)View decision -
Decision Reference DRN-5815067
15 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5815067 The complaint Mr S is unhappy with Aviva Insurance Limited’s decision to decline his claim. What happened Mr S had an accident in October 2023 and lost his front teeth. He claimed on his group medical insurance policy, provided by his previous employer, for restorative treat... (3 pages)View decision