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 367300 results
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Decision Reference DRN-5539326
7 May 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5539326 The complaint Mr H, through a representative, says Loans 2 Go irresponsibly lent to him. What happened Mr H took out an 18-month loan for £290 from Loans 2 Go on 11 November 2019. The monthly repayments were £66.28 and the total repayable was £1,193.04. Mr H says adequate ch... (3 pages)View decision -
Decision Reference DRN-5539084
7 May 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-5539084 The complaint Mr C complains eBay Commerce UK Ltd (Commerce) put a hold on money he received for selling some things on the marketplace. What happened Mr C sold some items on the marketplace and Commerce placed a hold on Mr C accessing the money he received. It seems this ... (4 pages)View decision -
Decision Reference DRN-5530396
7 May 2025 esure Insurance Limited Not upheldInsuranceDRN-5530396 The complaint Mr B complains about esure Insurance Limited (“EIL”) and their decision to cancel his motor insurance policy following a missed payment. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronolo... (4 pages)View decision -
Decision Reference DRN-5098953
7 May 2025 Liverpool Victoria Financial Services Limited Not upheldPensions and AnnuitiesDRN-5098953 The complaint Mrs and Mr B complained about the advice Mrs B was given in relation to the transfer of the benefits from her three defined-benefit (DB) pension schemes. The crux of the complaint is that Mrs B went to Liverpool Victoria Financial Services Limited (“LV”) seekin... (6 pages)View decision -
Decision Reference DRN-5501607
7 May 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5501607 The complaint Miss R, Mr R1, and their father the late Mr R complained that Metro Bank PLC unfairly issued a final demand on their portfolio buy to let mortgage, and unfairly appointed receivers to manage the properties. What happened Miss R, Mr R1, and the late Mr R ran a p... (21 pages)View decision -
Decision Reference DRN-5536888
7 May 2025 Valu-Trac Investment Management Ltd UpheldInvestmentsDRN-5536888 The complaint The estate of Mr H’s complaint against Valu-Trac Investment Management Ltd (“Valu-Trac”) is that Mr H was unable to sell his investment sooner and therefore incurred a financial loss. What happened The late Mr H had a holding in a City Financial fund. By April ... (3 pages)View decision -
Decision Reference DRN-5427866
7 May 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5427866 The complaint Miss H says after she made a claim on her motor insurance policy Marshmallow Insurance Limited provided poor service and didn’t repair her car properly. What happened Miss H’s car was damaged in an accident in November 2023. On 24 April 2024, in its final resp... (3 pages)View decision -
Decision Reference DRN-4908128
7 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4908128 The complaint Mr C complains about the quality of a car that was supplied through a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (Vauxhall). What happened The circumstances surrounding this complaint and my initial find... (5 pages)View decision -
Decision Reference DRN-5055038
7 May 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5055038 The complaint Mr O complains about the quality of a car he acquired under a conditional sale agreement with Volvo Car Financial Services UK Limited (VCFS). When I refer to what Mr O and VCFS said or did, it should also be taken to include things said or done on their behalf... (4 pages)View decision -
Decision Reference DRN-4821370
7 May 2025 Fair for You Enterprise CIC Not upheldConsumer CreditDRN-4821370 The complaint Miss D complains about the quality of goods financed by Fair for You Enterprise CIC (‘FFY’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes wit... (4 pages)View decision
