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 401363 results
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Decision Reference DRN-5758438
9 Oct 2025 Propensio Finance Limited Not upheldConsumer CreditDRN-5758438 The complaint Mrs R complains about the outcome of a claim she made to Propensio Finance Limited (“Propensio”) under section 75 of the Consumer Credit Act 1974 in respect of spray foam insulation. What happened In October 2023, Mrs R agreed to enter a contract with a company... (4 pages)View decision -
Decision Reference DRN-5667884
9 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5667884 The complaint Miss D is unhappy that Lloyds Bank PLC (“Lloyds”) declined a claim made under section 75 of the Consumer Credit Act 1974, in respect of spray foam insulation that was applied to her property. Miss D is represented in this complaint by a claims management compan... (4 pages)View decision -
Decision Reference DRN-5865215
9 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5865215 The complaint Mr J complains about the outcome of a claim he made to Santander UK Plc (“Santander”) under section 75 of the Consumer Credit Act 1974 (“Section 75”). What happened Mr J employed the services of a solicitor’s firm that I’ll call “P”. As I understand it, Mr J pa... (3 pages)View decision -
Decision Reference DRN-5642939
9 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5642939 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr B says that in June 2024 he joined a trading academy that used a trading platform I’ll refer to as Q in this decision. He says that the... (4 pages)View decision -
Decision Reference DRN-5855280
9 Oct 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5855280 The complaint Mr K complains that he’s been unable to change the tyres on his vehicle financed by Motability Operations Limited (Motability). What happened In November 2023 Mr K entered a hire agreement to acquire a new car, financed by Motability. In October 2024 Mr K ask... (3 pages)View decision -
Decision Reference DRN-5742697
9 Oct 2025 Rowan Dartington & Co. Limited UpheldInvestmentsDRN-5742697 The complaint Mr K has complained about how Rowan Dartington & Co Limited (‘RD’) has managed his investments and the lack of advice and service provided since he terminated his relationship with his financial adviser. What happened In 2017 Mr K approached St. James Plac... (5 pages)View decision -
Decision Reference DRN-5811104
9 Oct 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5811104 The complaint Mr and Mrs B complain that The Royal London Mutual Insurance Society Limited declined to pay a claim Mr B made under their life and critical illness policy. What happened The history to this complaint is well known to the parties, so I won’t repeat all the det... (3 pages)View decision -
Decision Reference DRN-5775447
9 Oct 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5775447 The complaint Miss D complains about the way Toyota Financial Services (UK) PLC (‘TFS’) treated her when she fell into difficulties paying a hire purchase agreement. What happened The parties are familiar with the background details of this complaint – so I will briefly summ... (3 pages)View decision -
Decision Reference DRN-5831184
9 Oct 2025 Evolution Lending Limited UpheldMortgagesDRN-5831184 The complaint Miss W complains that Evolution Lending Limited gave her a second charge loan without properly checking it was affordable for her and did not provide appropriate support when she experienced financial difficulty. What happened In 2019, Miss W received mortgage ... (5 pages)View decision -
Decision Reference DRN-5582743
9 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5582743 The complaint Miss L complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of two scams. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2021 Miss L saw an advert online... (5 pages)View decision