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 381194 results
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Decision Reference DRN-5907461
3 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5907461 The complaint Mr H says Vanquis Bank Limited (‘Vanquis’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that if it had made better checks it would have seen he was in financial diffi... (4 pages)View decision -
Decision Reference DRN-5921236
3 Nov 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5921236 The complaint Mrs M complains about the quality of a car she has been financing through an agreement with FIRST RESPONSE FINANCE LIMITED (‘First Response’). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief o... (3 pages)View decision -
Decision Reference DRN-5850519
3 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5850519 The complaint Miss A complains about Santander UK Plc’s handling of her current account, specifically in this case, the interest applied to her overdraft. What happened Miss A has had a current account with Santander since 2016. It was initially a student account which meant... (2 pages)View decision -
Decision Reference DRN-5725163
3 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5725163 The complaint Mr L is unhappy that Accredited Insurance (Europe) Ltd voided his home insurance policy due to misrepresentation. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events.... (4 pages)View decision -
Decision Reference DRN-5805440
3 Nov 2025 Vitality Life Limited Not upheldInsuranceDRN-5805440 The complaint Ms A has complained that Vitality Life Limited unfairly declined her critical illness claim and said it would avoid her policy. What happened In November 2024 Ms A bought a life with serious illness policy underwritten by Vitality Life through a price compariso... (5 pages)View decision -
Decision Reference DRN-5901942
3 Nov 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5901942 The complaint “A” complain that ClearBank Limited (“Tide”) held them responsible for a failed a cash withdrawal. What happened “A” are a Limited Company who are represented here by Mr L who was involved in the incident. So, where it makes sense, I’ll refer to Mr L. Mr L wen... (5 pages)View decision -
Decision Reference DRN-5922244
3 Nov 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5922244 The complaint Mrs B complains that Pinnacle Insurance Limited has unfairly declined a claim under her insurance policy. Where I refer to Pinnacle, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed back... (4 pages)View decision -
Decision Reference DRN-5922032
3 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5922032 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited continues to decline a claim he made on his motor insurance policy. What happened Mr S held a motor insurance policy with Admiral. Mr S made a claim to Admiral for damage he said was caused by an acciden... (3 pages)View decision -
Decision Reference DRN-5810735
3 Nov 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5810735 The complaint Mr S and his wife Mrs Z complain that First Central Underwriting Limited (“First Central”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car with a diesel engine and first re... (4 pages)View decision -
Decision Reference DRN-5682865
3 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5682865 The complaint Miss D complains NewDay Ltd trading as Aqua (“NewDay”) irresponsibly lent to her. What happened In May 2018 Miss D applied for a credit card with NewDay. The application was accepted and she was provided with an initial limit of £900. The credit limit fluctuat... (3 pages)View decision
