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 381082 results
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Decision Reference DRN-5835315
28 Oct 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5835315 The complaint Mr R complains eBay Commerce UK Ltd (Commerce) delayed a payout from his marketplace balance. What happened Mr R was asked to verify orders and delivery confirmations along with some other information, but after Mr R had done this marketplace suspended his se... (2 pages)View decision -
Decision Reference DRN-5702526
28 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5702526 Complaint Mrs B has complained about a loan Lendable Ltd (“Lendable”) provided to her. She says that Lendable provided her with an unaffordable loan. Background This complaint is about a personal loan Lendable provided to Mrs B in October 2021. The loan was for £1,500.00, ... (3 pages)View decision -
Decision Reference DRN-5910377
28 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5910377 Complaint Mr C complains that MotoNovo Finance Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with him. He’s said the payments to this agreement were unaffordable and so he shouldn’t have been accepted for it. Background In March 20... (4 pages)View decision -
Decision Reference DRN-5876823
28 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5876823 The complaint Mr and Mrs J are unhappy that Inter Partner Assistance SA (IPA) declined a claim made on their travel insurance policy (‘the policy’) for costs connected with Mr J requiring medical treatment whilst on holiday. All reference to IPA includes its agents. What h... (3 pages)View decision -
Decision Reference DRN-5837933
28 Oct 2025 Black Horse Limited UpheldConsumer CreditDRN-5837933 The complaint Miss W complains that Black Horse Limited, trading as Land Rover Financial Services, wouldn’t allow her to refinance her car when she reached the end of her agreement. She would like it to do so. What happened The details of this complaint are well known to bo... (2 pages)View decision -
Decision Reference DRN-5802794
28 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5802794 The complaint Miss M complains that American Express Services Europe Limited (Amex) irresponsibly lent to her. What happened Miss M was accepted for an Amex credit card in July 2021 with a credit limit of £5,700. Miss M says Amex irresponsibly lent to her, especially as the ... (2 pages)View decision -
Decision Reference DRN-5574571
28 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5574571 The complaint Mr M complains that MONEYBARN NO.1 LIMITED trading as Moneybarn rejected his claim regarding a faulty car. What happened In July 2024 Mr M purchased a car from a merchant at a cost of £5,660. It was some 12 years old and had covered 56,000 miles. It was funded ... (3 pages)View decision -
Decision Reference DRN-5324455
28 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5324455 The complaint Mr R complains Santander UK Plc (“Santander”) closed his accounts without providing a proper explanation. And by doing so, has failed to reasonably consider his circumstances. Mr R is also unhappy about the service Santander provided. He wants Santander to cha... (4 pages)View decision -
Decision Reference DRN-5751297
28 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5751297 The complaint Mr B has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AmEx”) declined his claim under Section 75 of the Consumer Credit Act 1974. What happened In January 2025, Mr B ordered some glasses from a supplier I’ll refer to as H. He paid £696 for the it... (4 pages)View decision -
Decision Reference DRN-5875644
28 Oct 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5875644 The complaint Mr B and Ms N are unhappy that Inter Partner Assistance SA (IPA) declined a cancellation claim made on their single trip travel insurance policy (‘the policy’). They cancelled a holiday booked within the UK because of Mr B’s illness (which resulted in him being... (2 pages)View decision
