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-5750714
29 Sep 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5750714 The complaint Mr G complains that the car he acquired financed through a hire purchase agreement with Advantage Finance Ltd (“AFL”) wasn’t of satisfactory quality. What happened In October 2024 Mr G acquired a car financed through a hire purchase agreement with AFL. Shortly ... (4 pages)View decision -
Decision Reference DRN-5291003
29 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5291003 The complaint Mr H complains that Barclays Bank UK PLC has declined to reimburse all the payments he made in relation to an investment scam. What happened In July 2024, Mr H made several payments totalling over £10,000 to another of his accounts with a cryptocurrency provide... (3 pages)View decision -
Decision Reference DRN-5102058
29 Sep 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5102058 The complaint Mr and Mrs H complain that the Co-operative Bank Plc (“Co-op”) hasn’t refunded them the money they lost to an investment scam. What happened The detailed background to this complaint has previously been set out and is well known to both parties. So, I’ll only p... (12 pages)View decision -
Decision Reference DRN-5650445
29 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5650445 The complaint Mr S complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) irresponsibly lent because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for him. What happened Mr S took out a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5682967
29 Sep 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5682967 The complaint Mr S complains about how Assurant General Insurance Limited handled a repair claim under a mobile phone insurance policy. What happened Mr S holds a mobile phone insurance policy though his bank account. The insurer is Assurant. Mr S sent his phone to Assuran... (3 pages)View decision -
Decision Reference DRN-5798743
29 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5798743 The complaint The estate of Mr P complains Santander UK PLC (“Santander”) refuses to refund it for a cash deposit that it says never credited the account. This complaint was initially brought by Mr P himself; however, he has since sadly passed away. The late Mr P’s daughter ... (2 pages)View decision -
Decision Reference DRN-5737940
29 Sep 2025 Marsh FM LLP UpheldConsumer CreditDRN-5737940 The complaint Miss D complains that the car she acquired financed through a hire purchase agreement with Marsh FM LLP (“Marsh”) wasn't of satisfactory quality. What happened On 7 October 2024 Miss D acquired a used car financed through a hire purchase agreement with Mar... (2 pages)View decision -
Decision Reference DRN-5720111
29 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5720111 The complaint Miss W complains that Lendable Ltd was irresponsible in its lending to her. She wants all interest and charges refunded along with 8% statutory interest and any remaining interest removed from her loan. Miss W is represented by a third party but for ease of ref... (3 pages)View decision -
Decision Reference DRN-5599122
29 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5599122 The complaint Miss M complains about esure Insurance Limited’s decision to settle an insurance claim and the basis they did so. What happened Miss M has a motor insurance policy, underwritten by esure. Unfortunately, in March 2025, her car was involved in a road traffic acci... (3 pages)View decision -
Decision Reference DRN-5749535
29 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5749535 The complaint X is unhappy Legal and General Assurance Society Limited (L&G) stopped paying her claim. What happened X has a group income protection policy with her employer that is underwritten by L&G. It pays a benefit if she is unable to work due to an illness thr... (4 pages)View decision
