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 360264 results
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Decision Reference DRN-5356132
3 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5356132 Complaint Ms J has complained about a loan Lendable Ltd (“Lendable”) provided to her. She says that Lendable didn’t do enough background investigations to ensure that the loan was affordable for her. Background Lendable provided Ms J with a loan for £7,000.00 in January 201... (3 pages)View decision -
Decision Reference DRN-5359456
3 Mar 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5359456 Complaint Mr M complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said he shouldn’t have been lent to given his previous credit history. Background In September 2017, SMF provided Mr M with finance for a us... (3 pages)View decision -
Decision Reference DRN-5360725
3 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5360725 Complaint Mrs B has complained about the overdraft charges National Westminster Bank Plc (“NatWest”) applied to her current account. She’s said the charges were applied unfairly as she was allowed to use her overdraft for a prolonged period and even when it was clear that sh... (3 pages)View decision -
Decision Reference DRN-5119383
3 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-5119383 Complaint Mr V complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the finance was unaffordable which resulted in him getting behind on his priority bills and he was never able to recover financially. ... (4 pages)View decision -
Decision Reference DRN-5317324
2 Mar 2025 Avantia Insurance Limited Not upheldInsuranceDRN-5317324 The complaint Mr W complains that Avantia Insurance Limited (“Avantia”) took a renewal payment without his permission, for a policy he didn’t wish to renew. What happened In March 2022 Mr W took out a Homeprotect policy online with Avantia. On 21 March 2023 he renewed the po... (3 pages)View decision -
Decision Reference DRN-5330668
2 Mar 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5330668 The complaint Miss W complains about Tesco Underwriting Limited’s (“Tesco”) handling of her claim including the standard of repairs to repair a damaged fence, under her home buildings insurance policy. What happened A third-party drove into a fence that forms the boundary at... (3 pages)View decision -
Decision Reference DRN-5330675
2 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5330675 The complaint Mr and Mrs N complain that AXA Insurance UK Plc (“AXA”) unfairly declined their claim for storm damage, under their home buildings insurance policy. I’ll refer to Mrs N in my decision. What happened A bedroom ceiling in Mrs N’s home collapsed on 9 January 2024.... (3 pages)View decision -
Decision Reference DRN-5330812
2 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5330812 The complaint Miss D complains that Lloyds Bank General Insurance Limited (“Lloyds”) declined to recover an escape of water claim that originated in her neighbour’s property, under her home buildings insurance policy. What happened A bedroom in Miss D’s property was damaged ... (2 pages)View decision -
Decision Reference DRN-5248577
2 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5248577 The complaint Mr H complains that Starling Bank Limited (“Starling”) failed to refund a transaction he didn’t recognise. What happened Mr H explained he was abroad and sat outside a restaurant when he noticed his phone was gone from beside him. One of his friends saw the per... (4 pages)View decision -
Decision Reference DRN-5052496
2 Mar 2025 PSI-Pay Ltd UpheldBanking and PaymentsDRN-5052496 The complaint Mrs R complains that PSI-Pay Ltd (“Pockit”) failed to refund transactions she didn’t recognise. What happened Mrs R explained that she received three payment notifications from Pockit that she didn’t recognise. These payments were for increasingly large amounts... (3 pages)View decision
