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 369228 results
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Decision Reference DRN-5400359
11 Apr 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5400359 Complaint Mr T has complained about a loan Oakbrook Finance Limited (trading as “Likely Loans”) provided to him. He says he shouldn’t have been lent to as the loan was unaffordable and proportionate checks would have shown this to be the case. Background Likely Loans provid... (3 pages)View decision -
Decision Reference DRN-5427137
10 Apr 2025 Investengine (UK) Limited Not upheldInvestmentsDRN-5427137 The complaint Mr U complains about Investengine (UK) Limited. He said Investengine made it difficult for him to withdraw his money, once he had sold his investment to cash. He would like Investengine to compensate him for the distress and inconvenience it has caused. What h... (4 pages)View decision -
Decision Reference DRN-4476588
10 Apr 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-4476588 The complaint Mr C has complained that Lloyds Bank PLC (‘Lloyds’), unfairly turned down his claims made under provisions of the Consumer Credit Act 1974 (‘the CCA’). What happened In November 2015, Mr C purchased a holiday club membership from a business I will call ‘Busin... (3 pages)View decision -
Decision Reference DRN-5475724
10 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5475724 The complaint Mr E has complained about the quality of a car provided on finance by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). What happened VWFS supplied Mr E with a used car on a hire purchase agreement in June 2024. The cash pri... (4 pages)View decision -
Decision Reference DRN-5448428
10 Apr 2025 Chubb European Group SE UpheldInsuranceDRN-5448428 The complaint Mr V has complained that Chubb European Group SE unreasonably refused to pay his claim under his mobile phone insurance after his phone was stolen. What happened Mr V went to a playground with his son. His mobile phone was in his bag which was closed. He left ... (2 pages)View decision -
Decision Reference DRN-5146386
10 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5146386 The complaint Mrs G’s attorney, who I’ll refer to as L, complains that Lloyds Bank PLC won’t allow her to access Mrs G’s accounts through a mobile banking app. L says Lloyds are treating her unfairly by not allowing her to access the full range of online services that are of... (3 pages)View decision -
Decision Reference DRN-5272084
10 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5272084 The complaint Mrs H complains about the outcome of a claim she made to Tesco Personal Finance Limited (“Tesco”) in respect of a cruise. Mrs H is being represented in this complaint, but for ease of reference I’ll refer to Mrs H throughout. What happened The background to thi... (4 pages)View decision -
Decision Reference DRN-5456388
10 Apr 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5456388 The complaint Miss A and Mr M have complained because The National Farmers' Union Mutual Insurance Society Limited (“NFU”) placed a fraud marker on the Credit Industry Fraud Avoidance System (“CIFAS”) and the Insurance Fraud Register without telling them. What happened... (3 pages)View decision -
Decision Reference DRN-5446542
10 Apr 2025 Jeffrey Mortonson UpheldInsuranceDRN-5446542 The complaint Mr L and Miss W have complained about the way Jeffrey Mortonson administered a home insurance policy. What happened Mr L and Miss W own a property jointly. The property was insured under a policy arranged by Jeffrey Mortonson. The property was occupied just by... (3 pages)View decision -
Decision Reference DRN-4675291
10 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4675291 The complaint Mrs E complains Revolut Ltd didn’t do enough to protect her when she fell victim to a recovery scam. What happened Mrs E has an account with Revolut which she opened in 2020 and says she didn’t use again – apart from one payment in April 2023 – until she got sc... (3 pages)View decision
