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-5606207
5 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5606207 The complaint Ms E has complained about a payment U K Insurance Limited (UKI) made as part of a claim under a home insurance policy. References to UKI include companies acting on its behalf. What happened Ms E made a claim under a home insurance policy. As a number of item... (2 pages)View decision -
Decision Reference DRN-5671878
5 Sep 2025 J D Williams & Company Limited UpheldConsumer CreditDRN-5671878 The complaint Mr C complains about the outstanding balance of a catalogue account opened in his name with J D Williams & Company Limited. What happened In October 2022, a catalogue account with JD Williams was opened in Mr C’s name. Over the next few months various items... (4 pages)View decision -
Decision Reference DRN-5604747
5 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5604747 The complaint Miss M complains about how Domestic & General Insurance Plc (DGI) handled and settled a claim she made under an appliance insurance policy following a fault with her heater. What happened Miss M held appliance insurance with DGI for an electric storage hea... (4 pages)View decision -
Decision Reference DRN-5481832
5 Sep 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5481832 The complaint Mr S has complained that Ascot Lloyd Limited hasn’t provided him with the ongoing advice service for his self-invested personal pension (‘SIPP’) which he had paid for. What happened Mr S has a SIPP and he had an arrangement with Ascot Lloyd to provide him with... (5 pages)View decision -
Decision Reference DRN-5637696
5 Sep 2025 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-5637696 The complaint Mr N is unhappy with the outcome of claims he made to Omni Capital Retail Finance Limited (“Omni”) regarding the installation of windows in his property. What happened Mr N entered a contract with a company I’ll call ‘S’ in 2022 for windows to be installed in h... (4 pages)View decision -
Decision Reference DRN-5787485
5 Sep 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5787485 The complaint Miss F complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) misadvised her about the Buy Now Pay Later (“BNPL”) aspect of a loan agreement she took out with them. What happened On 19 November 2022, Miss F took out a f... (3 pages)View decision -
Decision Reference DRN-5698397
5 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5698397 The complaint Ms E is unhappy Monzo Bank Ltd will not refund £17,082.39 that she lost as the result of a scam. Ms E brought her complaint to this service through a representative. For ease of reading, I will refer solely to Ms E in this decision. What happened As both partie... (5 pages)View decision -
Decision Reference DRN-5488121
5 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5488121 The complaint Mrs B is unhappy that Evergreen Finance London Limited trading as Moneyboat.co.uk (“Moneyboat”) didn’t warn her that taking out payday loans with them would affect her ability to get a mortgage. What happened Mrs B took out some payday loans with Moneyboat in 2... (2 pages)View decision -
Decision Reference DRN-5313705
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5313705 The complaint Mr S complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr S met a woman on a dating website; I will refer to her as ‘X’ for the purposes of this decision. Mr S formed a relationship with X and they discussed meeting up and ... (3 pages)View decision -
Decision Reference DRN-5698275
5 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5698275 The complaint Mrs W complains that American Express Services Europe Limited (“Amex”) irresponsibly gave her a credit card she couldn’t afford to repay. What happened In August 2018, Mrs W applied for a credit card with Amex. She was given an initial credit limit of £6,500. T... (3 pages)View decision
