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 381196 results
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Decision Reference DRN-5175697
20 Jan 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5175697 The complaint Mrs X has complained about her mortgage she holds with Pepper (UK) Limited trading as Engage Credit. Her interest only mortgage term is coming to an end and she wanted to extend the term, on either an interest only or repayment basis, but Engage didn’t agree to... (2 pages)View decision -
Decision Reference DRN-5272135
20 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5272135 The complaint Mrs F complains about various aspects of esure Insurance Limited’s (“esure”) handling of a claim she made on her car insurance policy, in addition to it pressuring her into accepting a renewal. What happened In February 2023 Mrs F was involved in a road traffi... (6 pages)View decision -
Decision Reference DRN-5272062
20 Jan 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5272062 The complaint Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (19 pages)View decision -
Decision Reference DRN-5251999
20 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5251999 The complaint Mr L complains about Liverpool Victoria Insurance Company Limited’s (LV) decision to avoid his car insurance policy following a claim he made. What happened Mr L held a motor insurance policy underwritten by LV. He made a claim in March 2024 after he was invol... (4 pages)View decision -
Decision Reference DRN-5232681
20 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5232681 The complaint Mr A complains that Barclays Bank UK PLC (Barclays) didn’t explain why they wouldn’t increase his credit limit. What happened Mr A asked Barclays to increase his credit limit but when they refused, he was unhappy with the explanation he was given. He referred h... (2 pages)View decision -
Decision Reference DRN-5271798
20 Jan 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5271798 The complaint Ms S complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In February 2023 Ms S entered into a 25-... (4 pages)View decision -
Decision Reference DRN-5252651
20 Jan 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5252651 The complaint Miss A says Barclays Bank UK PLC (‘Barclays’), irresponsibly lent to her. She says that due to her personal situation, she hasn’t been able to benefit from the loan proceeds. She would like Barclays to refund the amounts she has paid towards the loan, rather th... (4 pages)View decision -
Decision Reference DRN-4572702
20 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4572702 The complaint Mr K is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr K fell victim to cruel romance and investment scam. Somebody he’d met online and formed what he... (4 pages)View decision -
Decision Reference DRN-5264553
20 Jan 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5264553 Complaint Mr T complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time. Background In August 2018, SMF provi... (3 pages)View decision -
Decision Reference DRN-5262063
20 Jan 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5262063 Complaint Mr A has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In November 2023, Jaja provided Mr A with a credit card which ha... (3 pages)View decision
