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 367296 results
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Decision Reference DRN-5207092
6 Feb 2025 KGM Underwriting Services Limited Not upheldInsuranceDRN-5207092 The complaint Mr S complains KGM Underwriting Services Limited trading as KGM Motor didn’t handle a claim against his commercial motor insurance policy fairly. What happened Mr S was involved in a motor incident. KGM Motor accepted the claim. Mr S complains KGM Motor didn’t... (2 pages)View decision -
Decision Reference DRN-5228543
6 Feb 2025 Lendable Ltd UpheldConsumer CreditDRN-5228543 The complaint Mrs W complains that Lendable Ltd gave her two loans without properly checking if they were affordable. What happened In October 2019, Mrs W took out a loan with Lendable (loan 1). The loan was for a total of £4,000 with a loan fee of £280 added to the balance.... (3 pages)View decision -
Decision Reference DRN-5256446
6 Feb 2025 Nationwide Building Society UpheldInsuranceDRN-5256446 The complaint Mr and Mrs P are unhappy that Nationwide Building Society mis-sold them a number of personal protection insurance policies. What happened I issued my provisional decision in December 2024 explaining why I was intending to partially uphold this complaint, an extra... (6 pages)View decision -
Decision Reference DRN-5194536
6 Feb 2025 Credit Style Limited UpheldConsumer CreditDRN-5194536 The complaint Mr M complains Credit Style Limited (CSL) made errors when collecting an outstanding debt for his car finance which led to him losing his right to voluntarily terminate (VT) the agreement. Mr M’s also unhappy with CSL’s customer service. What happened Mr M has... (2 pages)View decision -
Decision Reference DRN-5308111
6 Feb 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5308111 The complaint W has complained that Watford Insurance Company Europe Limited has declined a claim following an accident involving a car under a commercial vehicle insurance policy taken out to cover vehicles belonging to it. W is represented by Mr H, who is a director and M... (4 pages)View decision -
Decision Reference DRN-5153526
6 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5153526 The complaint Ms A complains that Santander UK Plc won’t refund the money she lost when she was the victim of a scam. What happened In 2019, Ms A found out about an opportunity to invest in a company which leased cars. She was told her investment would be used to fund a veh... (6 pages)View decision -
Decision Reference DRN-5301960
5 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5301960 The complaint Ms R’s complaint is about Revolut Ltd’s refusal to reimburse her money she says she lost due to a scam. Ms R is represented by Refundee in this matter. However, I will refer to Ms R solely in this decision for ease of reading. What happened The circumstances o... (3 pages)View decision -
Decision Reference DRN-5311362
5 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5311362 The complaint Mrs D complains that Wise Payments Limited trading as Wise (“Wise”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs D has e... (3 pages)View decision -
Decision Reference DRN-5232953
5 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5232953 The complaint Mr H complains that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against paying a ... (25 pages)View decision -
Decision Reference DRN-4795947
5 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4795947 The complaint Mrs M complains that the car she acquired through MotoNovo Finance Limited, t/a MotoNovo Finance (“MotoNovo”) wasn’t of satisfactory quality. Mrs M also complains that MotoNovo didn’t make her aware of the ballon payment payable at the end of credit agreement. ... (3 pages)View decision
