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-5631632
14 Sep 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5631632 The complaint Ms J says Loans 2 Go Limited irresponsibly lent to her. What happened Ms J took out an 18-month instalment loan for £250 from Loans 2 Go on 8 August 2024. The monthly repayments were £48.89 and the total repayable was £880.02. Ms J says she had taken out four o... (3 pages)View decision -
Decision Reference DRN-5595668
14 Sep 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5595668 The complaint Miss W complained that Marshmallow Insurance Limited (“Marshmallow”) unfairly declined her claim and cancelled her motor insurance policy, following an accident claim. What happened Miss W had an additional named driver on her policy I’ll refer to as Mr R. Mr R... (3 pages)View decision -
Decision Reference DRN-5816154
14 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5816154 The complaint Mrs D complains that HSBC UK Bank Plc didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well kno... (6 pages)View decision -
Decision Reference DRN-5816091
13 Sep 2025 Wesleyan Assurance Society Not upheldInvestmentsDRN-5816091 The complaint Mrs D and the late Mr C complain that Wesleyan Assurance Society failed to conduct appropriate checks when they received written instructions to withdraw funds from their Capital Investment Bond and Flexible Savings Plan. What happened When Wesleyan received a ... (4 pages)View decision -
Decision Reference DRN-5653944
12 Sep 2025 Society of Lloyd's Not upheldInsuranceDRN-5653944 The complaint A director of “W”, a limited company, has complained that Society of Lloyd’s (“Lloyds”) did not make W aware of a Schedule of Endorsements, which it added to W’s policy without W’s agreement, in breach of contract. Any reference to Lloyds in this decision inclu... (3 pages)View decision -
Decision Reference DRN-5334102
12 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5334102 THE COMPLAINT Miss H complains Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to a scam. Miss H is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Miss H solely in this decision ... (4 pages)View decision -
Decision Reference DRN-5790272
12 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5790272 The complaint Miss N complains about a car supplied under a hire purchase agreement, provided by MotoNovo Finance Limited. What happened Around August 2023 Miss N acquired a used car under a hire purchase agreement with MotoNovo. The car is listed with a cash price of £8,85... (3 pages)View decision -
Decision Reference DRN-5786219
12 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5786219 The complaint A limited company, which I will refer to as D, complains about the handling of its commercial motor insurance claim by Accredited Insurance (Europe) Ltd. D is currently in liquidation. But the liquidator has consented to this complaint. What happened The follow... (4 pages)View decision -
Decision Reference DRN-5595942
12 Sep 2025 Black Horse Limited UpheldConsumer CreditDRN-5595942 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. Mr M’s sister is helping him with his complaint. What happened A used car was supplied to Mr M under a hire purchase agre... (4 pages)View decision -
Decision Reference DRN-5719672
12 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5719672 The complaint A sports club, which I will refer to as E, complains about the decline of its commercial property damage claim by Aviva Insurance Limited. What happened The following is intended only as a brief summary of the events leading to this point. Additionally, althoug... (2 pages)View decision