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-5275985
9 Mar 2025 Wakam UpheldInsuranceDRN-5275985 The complaint Mr S complains about the decline of his motor insurance claim by Wakam. As Wakam have accepted responsibility for any agent acting on their behalf, in my decision any reference to Wakam should also be interpreted as covering the actions of their appointed agent... (4 pages)View decision -
Decision Reference DRN-5382133
8 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5382133 The complaint Mr E is a customer of Wise Payments Limited (“Wise”). Mr E’s complaint is about Wise’s refusal to reimburse him money he says he lost due to a scam. What happened The circumstances of this complaint are well known to all parties concerned, so I will not repeat... (5 pages)View decision -
Decision Reference DRN-5328505
8 Mar 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5328505 The complaint Mr R complains about the amount that he’s been charged by Amplifi Capital (U.K.) Limited, trading as My Community Finance, to settle a loan agreement. What happened My Community Finance lent £15,000 to Mr R under a fixed sum loan agreement that he entered into ... (3 pages)View decision -
Decision Reference DRN-5274058
8 Mar 2025 The Co-operative Bank Plc UpheldConsumer CreditDRN-5274058 The complaint Mr H complains about a search of his credit file that was made by The Co-operative Bank plc. What happened Mr H has a bank account with Co-op Bank. He received a notification from a credit reference agency that a new “identification generic check search” by Co-... (3 pages)View decision -
Decision Reference DRN-5382071
8 Mar 2025 Specialist Lending Limited UpheldConsumer CreditDRN-5382071 The complaint and what happened Mrs B complains that Specialist Lending Limited, trading as Duologi, (“Duologi”), lent to her irresponsibly and without carrying out proper affordability checks. She also complains about its response to a claim she made under Section 75 (‘s.75... (4 pages)View decision -
Decision Reference DRN-4910815
7 Mar 2025 Borderway Finance Limited Not upheldConsumer CreditDRN-4910815 The complaint Mr T complains Borderway Finance Limited (Borderway) supplied a vehicle under a hire purchase agreement which wasn’t of satisfactory quality. What happened Mr T entered into a hire purchase agreement with Borderway in October 2022 in order to acquire a used ve... (5 pages)View decision -
Decision Reference DRN-5304149
7 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5304149 The complaint Mr A complains that Aviva Insurance Limited (“Aviva”) has unfairly declined a claim he made under his motor insurance policy, following a collision. What happened Mr A reported a road traffic collision, which occurred on 1 December 2023, to his car insurer, Avi... (3 pages)View decision -
Decision Reference DRN-5112676
7 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5112676 The complaint Mr K has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In June 2023 Mr K entered into a two-year fixed sum loan agreement wi... (5 pages)View decision -
Decision Reference DRN-5337528
7 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5337528 The complaint Mr S complains Santander UK Plc (“Santander”) unfairly applied an adverse fraud marker against him in 2022. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting o... (3 pages)View decision -
Decision Reference DRN-5197714
7 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5197714 The complaint Mr C complains that the car he acquired financed through a hire purchase agreement with Specialist Motor Finance Limited (“SMFL”) wasn’t of satisfactory quality. What happened Mr C acquired a used car financed through a hire purchase agreement with SMFL which h... (5 pages)View decision
