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-5408660
25 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5408660 The complaint Miss H is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. She’s also concerned about the way her complaint was handled and the service she received from Revolut while it was being considered. What happened Sadly,... (4 pages)View decision -
Decision Reference DRN-5633441
25 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5633441 The complaint Ms C complains about AXA Insurance UK Plc’s handling of her Buildings Insurance claim. All references to AXA also include its appointed agents. What happened Our service has previously considered a complaint about the handling of the claim, so I will not be com... (2 pages)View decision -
Decision Reference DRN-5740363
25 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5740363 The complaint Miss N complains about how U K Insurance Limited (UKI) dealt with her motor insurance claim. She’s unhappy that it wouldn’t agree to cover all of the costs necessary to get her vehicle back to its pre-loss condition. She also complains about poor customer servi... (4 pages)View decision -
Decision Reference DRN-5841904
25 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5841904 The complaint Miss C says Loans 2 Go Limited irresponsibly lent to her. What happened Miss C took out a loan for £400 over 18 months from Loans 2 Go on 19 September 2020. The monthly repayments were £91.42 and the total repayable was £1,645.56. She says Loans 2 Go did not d... (3 pages)View decision -
Decision Reference DRN-5806698
25 Sep 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5806698 The complaint Mr D complains that the car he acquired financed through a hire purchase agreement with Marsh Finance & Commercial Limited (“Marsh Finance”) wasn’t of satisfactory quality. What happened On 2 August 2024 Mr D acquired a car financed through a hire purchase ... (4 pages)View decision -
Decision Reference DRN-5408264
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5408264 The complaint Ms V complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms V has explained that in 2024 she made numero... (3 pages)View decision -
Decision Reference DRN-5704663
25 Sep 2025 Wakam UpheldInsuranceDRN-5704663 The complaint Miss S complains that Wakam declined a claim on her pet insurance policy. What happened Miss S took out a pet insurance policy for her dog. The policy is underwritten by Wakam and her cover started on 31 May 2024. In November 2024 Miss S made a claim on the pol... (3 pages)View decision -
Decision Reference DRN-5718103
25 Sep 2025 Vodafone Limited Not upheldConsumer CreditDRN-5718103 The complaint Mr S complained about the way Vodafone Limited administered a fixed sum loan agreement he’d taken out to buy a phone. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened briefly here. Mr S bo... (3 pages)View decision -
Decision Reference DRN-5597973
25 Sep 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5597973 The complaint Mr H, who is represented by a third party, complains that First Response Finance Limited (‘First Response’) irresponsibly gave him credit by way of a hire purchase sale agreement he says he couldn’t afford to repay. What happened In May 2020, Mr H acquired a u... (2 pages)View decision -
Decision Reference DRN-5601202
25 Sep 2025 Propensio Finance Limited Not upheldConsumer CreditDRN-5601202 The complaint Miss S complains that Propensio Finance Limited (“Propensio”) didn’t make her aware that a purchase she was making wasn’t on Buy Now Pay Later terms. What happened In 2024, Miss S agreed to purchase a front door from a supplier I’ll call “V”. She says she appli... (2 pages)View decision
