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-5909012
28 Oct 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5909012 The complaint Mr D has complained about the quality of a motorbike provided on finance by First Response Finance Limited (“FRFL”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. FRFL supplied Mr D with a used motorbike on a hir... (7 pages)View decision -
Decision Reference DRN-5722480
28 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5722480 The complaint Mr and Mrs T have complained as U K Insurance Limited (“UKI”) hasn’t accepted and paid a settlement based upon quotes they’ve provided from two separate reputable contractors. UKI were providing a home insurance policy. What happened Mr and Mrs T have had a pre... (3 pages)View decision -
Decision Reference DRN-5745103
28 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5745103 The complaint Mr T complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Mr T has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr T himself where I also mean his representative. What happened... (3 pages)View decision -
Decision Reference DRN-5771700
28 Oct 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5771700 Complaint Miss B has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to her. She says the credit card was irresponsibly provided as the credit she already had meant that any further credit was unaffordable for her. Background Jaja provided Miss B with a cr... (3 pages)View decision -
Decision Reference DRN-5717180
28 Oct 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5717180 Complaint Miss B complains that N.I.I.B Group Limited (trading as “Northridge Finance”) unfairly entered into a hire-purchase agreement with her. She’s said the payments to her agreement were unaffordable. Background In March 2019, Northridge Finance provided Miss B with fi... (3 pages)View decision -
Decision Reference DRN-5493664
27 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5493664 The complaint Miss P complains that Revolut Ltd won’t refund the full amount of money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (3 pages)View decision -
Decision Reference DRN-5493690
27 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5493690 The complaint Miss P complains that Lloyds Bank Plc won’t refund the full amount of money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissio... (3 pages)View decision -
Decision Reference DRN-5850217
27 Oct 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5850217 The complaint Mr K complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, wasn’t of satisfactory quality. Mr K is being represented in his complaint by a legal adviser. Wh... (4 pages)View decision -
Decision Reference DRN-5717906
27 Oct 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5717906 The complaint Mr M complains that when he wanted to draw the benefits from his pension plan with Aviva Life & Pensions UK Limited (Aviva), the final value was significantly lower than the value he’d been given by his adviser in a client report around 10 days before. He b... (4 pages)View decision -
Decision Reference DRN-5871219
27 Oct 2025 Hutchison 3G UK Limited UpheldConsumer CreditDRN-5871219 The complaint Mr M has complained about the way Hutchison 3G UK Limited trading as Three (“Three”) is treating him in relation to credit agreements that were taken out to buy devices. What happened The circumstances of the complaint are well known to the parties so I won’t ... (4 pages)View decision
