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 380824 results
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Decision Reference DRN-5683649
30 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5683649 The complaint Mrs H complains that the car she acquired financed through a hire purchase agreement with Creation Consumer Finance Ltd (“Creation”) wasn’t of satisfactory quality. What happened In May 2022 Mrs H acquired a car financed through a hire purchase agreement with C... (3 pages)View decision -
Decision Reference DRN-5803283
30 Sep 2025 ITC Compliance Limited Not upheldInsuranceDRN-5803283 The complaint Mr B complains that Itc Compliance Limited (“Itc”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says he was pressured into buying the policy and he wasn’t informed Itc would be earning commission. What happened Itc sol... (4 pages)View decision -
Decision Reference DRN-5762431
30 Sep 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5762431 The complaint Miss S has complained Metro Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. She believes compensation should be payable. What happened In April 2020 Metro received a fraud report from another bank about two payments ma... (2 pages)View decision -
Decision Reference DRN-5559257
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5559257 The complaint Mr D complains that Monzo Bank Ltd (‘Monzo’) blocked his account. Mr D adds that Monzo’s actions caused him and his family severe distress, inconvenience, and financial difficulty. What happened Mr D had an account with Monzo. At the beginning of January 2025... (3 pages)View decision -
Decision Reference DRN-5581432
30 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5581432 The complaint Mr T is unhappy that Lloyds Bank Plc won’t reimburse him money he lost after he says he was the victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around August 2024,... (3 pages)View decision -
Decision Reference DRN-5448945
30 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5448945 The complaint Mr O complains about the interest he had to pay when settling his hire purchase agreement early with Toyota Financial Services (UK) PLC trading as Lexus Financial Services (“Lexus”). What happened Mr O entered into an agreement with Lexus in September 2024 for ... (3 pages)View decision -
Decision Reference DRN-5846605
30 Sep 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5846605 The complaint Mr I complains that Everyday Lending Limited trading as Everyday Loans irresponsibly gave him a fixed sum loan agreement he couldn’t afford. What happened In June 2024, Mr I applied for a loan with Everyday Loans. He was given a loan of £1,000. Mr I was require... (2 pages)View decision -
Decision Reference DRN-5692624
30 Sep 2025 Equifax Limited Not upheldConsumer CreditDRN-5692624 The complaint X complains that Equifax Limited (Equifax) are displaying data incorrectly on his credit file and they haven’t dealt with his Data Subject Access Request (DSAR). What happened X made a DSAR request to Equifax and raised concerns about two accounts that were bei... (3 pages)View decision -
Decision Reference DRN-5822634
30 Sep 2025 Trinity Lane Insurance Company Limited Not upheldInsuranceDRN-5822634 The complaint Mr C complains about how his insurer, Trinity Lane Insurance Company Limited (Trinity) valued his vehicle as a total loss following its theft. Any reference to Trinity in this decision includes their agents. What happened In November 2022 Mr C’s vehicle was s... (4 pages)View decision -
Decision Reference DRN-5849987
30 Sep 2025 Pensionhelp Limited Not upheldPensions and AnnuitiesDRN-5849987 The complaint Mr R complains that he received negligent advice from Pensionhelp Limited (‘Pensionhelp’) to transfer monies from his Defined Benefit (‘DB’) scheme to a Self-Invested Personal Pension (‘SIPP’) with a provider who I’ll refer to as ‘Provider J’. Mr R says the adv... (14 pages)View decision
