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 367928 results
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Decision Reference DRN-5578616
23 May 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5578616 The complaint Mr and Mrs G complain about the way AmTrust Specialty Limited has handled a claim under their legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happen... (5 pages)View decision -
Decision Reference DRN-5003860
23 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5003860 The complaint Mr L complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-5472916
23 May 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5472916 The complaint Mr W complains that Red Sands Insurance Company (Europe) Limited (RSI) unfairly declined cover for stolen items when he made a claim on a home insurance policy. What happened Mr W’s home was burgled and a number of his personal items were stolen. These included... (2 pages)View decision -
Decision Reference DRN-5513773
23 May 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5513773 The complaint Mr S complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) hasn’t correctly updated his credit file after he withdrew from a credit agreement within the 14-day cooling off period. Mr S says the loan shouldn’t be on his credit... (4 pages)View decision -
Decision Reference DRN-5526422
23 May 2025 Carmoola Limited Not upheldConsumer CreditDRN-5526422 Complaint Mr G complains that Carmoola Limited (trading as “Carmoola”) unfairly entered into an unaffordable hire-purchase agreement with him. Background In September 2023, Carmoola provided Mr G with finance for a used car. The purchase price of the car was £13,995.00. Mr ... (3 pages)View decision -
Decision Reference DRN-5325927
22 May 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5325927 The complaint Miss S complains that a car that was supplied to her under a hire purchase agreement with Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss S under a hire purchase agreement with Stellantis F... (2 pages)View decision -
Decision Reference DRN-5316833
22 May 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5316833 The complaint Mr H complains about breaches of contract and administrative errors by LeasePlan UK Limited, trading as Leaseplan, relating to a hire agreement under which a car was supplied to him. What happened A used car was supplied to Mr H under a hire agreement with Leas... (3 pages)View decision -
Decision Reference DRN-5569000
22 May 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5569000 The complaint Mr A complains about the way that Zopa Bank Limited has dealt with the voluntary surrender of a car that was supplied to him under a hire purchase agreement. What happened A used car was supplied to Mr A under a hire purchase agreement with Zopa that he signed ... (3 pages)View decision -
Decision Reference DRN-5565943
22 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5565943 The complaint Mrs M complains that Barclays Bank UK PLC won’t refund to her a payment that she made from her bank account. What happened Mrs M made a payment of £131.50 from her bank account with Barclays Bank for some plumbing services for her caravan in August 2024. There ... (3 pages)View decision -
Decision Reference DRN-5540246
22 May 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5540246 The complaint Mr P complains that Motability Operations Limited (“Mol”) have unfairly terminated his hire agreement. What happened Mr P entered into a hire agreement with Mol in June 2023 for the supply of a new car. The agreement was for three years. In January 2025, the ve... (3 pages)View decision
