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 392389 results
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Decision Reference DRN-5925605
17 Feb 2026 Advantage Finance Ltd UpheldConsumer CreditDRN-5925605 The complaint Miss C complains that sufficient checks weren’t completed by Advantage Finance Limited before it supplied a car to her under a hire purchase agreement. What happened A used car was supplied to Miss C under a hire purchase agreement with Advantage Finance that s... (3 pages)View decision -
Decision Reference DRN-6091114
17 Feb 2026 ONMO Limited Not upheldBanking and PaymentsDRN-6091114 The complaint Mr N complains that ONMO Limited (ONMO) acted irresponsibly when they agreed to lend to him. What happened In October 2024, Mr N successfully applied for a credit card with ONMO with an initial credit limit of £2,000 and an APR of 28.5%. In March 2025, the cre... (4 pages)View decision -
Decision Reference DRN-6158164
17 Feb 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6158164 The complaint Miss C complains that a car that was supplied to her under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint earlier this month in which I described wha... (5 pages)View decision -
Decision Reference DRN-6024284
17 Feb 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6024284 The complaint Mr and Mrs S are unhappy that Accredited Insurance (Europe) Ltd (“AIL”) declined their claim for dry rot and delayed confirming the outcome. Mr and Mrs S jointly held buildings and contents insurance, underwritten by AIL, but, for ease of reading, I’ll refer m... (3 pages)View decision -
Decision Reference DRN-5806868
17 Feb 2026 Inter Partner Assistance SA UpheldInsuranceDRN-5806868 The complaint Mr H complains that Inter Partner Assistance SA (‘IPA’)’s contractors damaged his home when he made a claim on his home emergency insurance. Mr H’s cover was part of a bank account and administered by an intermediary. Mr H’s correspondence has mostly been with ... (2 pages)View decision -
Decision Reference DRN-6064434
17 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6064434 The complaint Mr D complains that NewDay Ltd, trading as BIP, lent to him irresponsibly, and then increased the credit limit on the account, without carrying out proper affordability checks. He would like all the interest and charges associated with the credit card account r... (3 pages)View decision -
Decision Reference DRN-5828908
17 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5828908 The complaint Ms A is unhappy with the way U K Insurance Limited trading as Direct Line (“UKI”) handled her claim for a leaking drain. Ms L brought the complaint on behalf of Ms A. For ease of reading, and because she’s the policy holder, I’ll refer only to Ms A throughout m... (3 pages)View decision -
Decision Reference DRN-5778712
17 Feb 2026 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5778712 The complaint Mr C complains that Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (‘HLAM’) provided deficient services in relation to his investments in gilts, particularly in relation to the information it displayed on its online platform. What h... (7 pages)View decision -
Decision Reference DRN-5889224
17 Feb 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5889224 The complaint Mr K has complained about how Domestic & General Insurance Plc (D&G) said it would settle a claim under his appliance warranty. What happened Mr K made a claim for a fault with his TV. D&G sent an engineer to assess the TV. Shortly afterwards, D&am... (2 pages)View decision -
Decision Reference DRN-6161196
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6161196 The complaint Mr A and the estate of Mrs A’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (th... (16 pages)View decision
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