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-5652051
18 Sep 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5652051 The complaint Mr P has complained that First Central Underwriting Limited won’t pay him its total loss value of his car following an accident under his motor policy. What happened Mr P’s car was damaged whilst parked by a hit and run driver on 7 September 2024 and he report... (8 pages)View decision -
Decision Reference DRN-5752698
18 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5752698 The complaint Mr D has complained about the way American Express Service Europe Limited (“AmEx”) dealt with a claim for money back in relation to a hotel he paid for with credit it provided. What happened In January 2025, Mr D used his AmEx credit card to pay for a hotel th... (5 pages)View decision -
Decision Reference DRN-5339960
18 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5339960 The complaint Ms W complains that Lloyds Bank Plc won’t refund the money she lost after falling victim to an impersonation scam. Ms W is professionally represented, however, to keep things simple, I’ll refer to Ms W throughout my decision. What happened The detailed backgr... (4 pages)View decision -
Decision Reference DRN-5816412
18 Sep 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5816412 The complaint Mr C complains about the way in which Go Car Credit Limited has handled his account after he fell into financial difficulties and suffered a series of mental health crises. What happened In November 2022 Mr C entered into a five-year hire purchase agreement wit... (4 pages)View decision -
Decision Reference DRN-5774170
18 Sep 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5774170 The complaint Mr A complains Marshmallow Financial Services Limited required him to pay outstanding premiums when he cancelled his motor insurance policy. What happened Marshmallow arranged motor insurance for Mr A. He paid for it monthly. The policy was provided by a separ... (2 pages)View decision -
Decision Reference DRN-5599244
18 Sep 2025 Topaz Finance Limited UpheldMortgagesDRN-5599244 The complaint Mrs M complains about how Topaz Finance Limited trading as Hessonite Mortgages dealt with her account when she encountered financial difficulties. What happened Mrs M originally had a buy to let interest-only mortgage with Northern Rock and the account was swit... (3 pages)View decision -
Decision Reference DRN-5674591
18 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5674591 The complaint Mr L has complained about how Revolut Ltd (Revolut) handled a refund claim he made to them. What happened • In December 2024, Mr L purchased two items from an online marketplace (which I’ll refer to as ‘F’) using his debit card– a game console to the sum of £1... (4 pages)View decision -
Decision Reference DRN-5824486
18 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5824486 The complaint Ms U complains about the way Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with an escape of water claim she made on her home insurance policy. What happened The following is intended as a summary of key events only. Ms U reported an escape of water ... (4 pages)View decision -
Decision Reference DRN-5820270
18 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5820270 The complaint Miss L’s complaint arises from a claim under her appliance insurance policy with Domestic & General Insurance Plc (“D & G”). What happened On 22 February 2022, Miss L contacted D & G as her washing machine was not draining properly. D & G arran... (6 pages)View decision -
Decision Reference DRN-5824445
18 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5824445 Complaint Ms C complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into hire-purchase agreements with her. Ms C complaint has been made by a representative who I’ll refer to as the representative in this decision. The representative said the paym... (5 pages)View decision