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 370149 results
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Decision Reference DRN-5356621
13 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5356621 The complaint Mr H complains that the car he acquired through MotoNovo Finance Limited (“MFL”), wasn’t of satisfactory quality. He wants to reject the car and cancel the credit agreement. What happened Mr H entered into a hire purchase agreement in March 2024 to acquire a us... (3 pages)View decision -
Decision Reference DRN-5289515
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289515 The complaint Mr B complains about how Monzo Bank Ltd handed refunds for transactions paid for with his Monzo Flex credit card account. What happened Mr B bought two items that cost £17.99 and £21.99 from an online retailer on 12 June 2024 using his Monzo Flex account. Mr B ... (2 pages)View decision -
Decision Reference DRN-5274140
13 Mar 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5274140 The complaint Mr S is unhappy that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, won’t stop sending him account arrears letters on accounts that Novuna have accepted were provided to Mr S irresponsibly. What happened Mr S obtained several loans from Novun... (2 pages)View decision -
Decision Reference DRN-5334288
13 Mar 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5334288 The complaint Miss S complains through a representative that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out the appropriate affordability checks. What happened Miss S was granted a running credit facility on 13 April 2021. This h... (5 pages)View decision -
Decision Reference DRN-5137290
13 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5137290 The complaint Mr P 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 July 2023, Mr P entered into a 25 month fixed sum loan agreement ... (4 pages)View decision -
Decision Reference DRN-4985293
13 Mar 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-4985293 The complaint Mr V complains eToro (UK) Ltd (‘eToro’) unfairly closed his trading positions and closed his account. What happened In November 2021 Mr V opened a trading account with eToro. As part of that he completed eToro’s appropriateness questionnaire. eToro decided its ... (7 pages)View decision -
Decision Reference DRN-4878960
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4878960 The complaint Miss A complains Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam. In bringing this complaint Miss A is supported by a professional representative I’ll refer to as “C”. What happened Miss A said she was tricked into sendi... (5 pages)View decision -
Decision Reference DRN-5394125
13 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5394125 The complaint Mr B complains that Bank of Scotland (BOS) won’t refund the money he lost as a result of a scam. The complaint is brought on Mr B’s behalf by a professional representative. What happened The detailed background to this complaint is well known to both parties.... (4 pages)View decision -
Decision Reference DRN-5392751
13 Mar 2025 TICORP Limited Not upheldInsuranceDRN-5392751 The complaint Mrs W complains that TICORP Limited trading as Staysure mis-sold her travel insurance policy. What happened On 31 August 2023, Mrs W took out a single trip basic travel insurance policy to cover an April 2024 cruise. Her holiday cost approximately £2,000. Unfor... (3 pages)View decision -
Decision Reference DRN-5285844
13 Mar 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5285844 The complaint Mr and Mrs A complain about the service received following a claim they made on their home insurance policy with Accredited Insurance (Europe) Ltd. Reference to Accredited includes its agents. For ease of reading, I’ll refer to Mrs A only in the decision, becau... (3 pages)View decision
