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 382298 results
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Decision Reference DRN-5844913
11 Nov 2025 Vida Bank Limited Not upheldMortgagesDRN-5844913 The complaint Mr L and Mrs L complain that Vida Bank Limited trading as Vida Homeloans offered them a mortgage despite a problem with the property title. What happened Mr L and Mrs L took out a mortgage with Vida in 2021. The mortgage fell into arrears from late 2023. Vida s... (2 pages)View decision -
Decision Reference DRN-5825410
11 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5825410 The complaint Mr G and Mrs M have complained that Aviva Insurance Limited (Aviva) unfairly declined part of a claim under their home insurance policy. References to Aviva include companies acting on its behalf. What happened Mr G and Mrs M made a claim for storm damage. Av... (3 pages)View decision -
Decision Reference DRN-5941756
11 Nov 2025 Iwoca Ltd Not upheldBanking and PaymentsDRN-5941756 The complaint Mr L complains that Iwoca Ltd did not properly assess whether he could afford to meet his guarantee liabilities if the lender were to default. What happened In July 2019 Mr L was appointed a director of a company which I’ll call “U”. In November 2020 Iwoca Ltd ... (3 pages)View decision -
Decision Reference DRN-5941295
11 Nov 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5941295 The complaint Mr R complains that a car he acquired with a conditional sale agreement through Santander Consumer (UK) PLC trading as Santander Consumer Finance (SCF)wasn’t of satisfactory quality. Also that SCF discriminated against him by not making reasonable adjustments. ... (3 pages)View decision -
Decision Reference DRN-5937732
11 Nov 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5937732 The complaint Mrs F says Oodle Financial Services Limited trading, as Oodle Car Finance (Oodle) didn’t adequately explain the options she had when exiting a finance agreement with them. What happened In February 2020, Mrs F bought a used car through a hire purchase agreement... (2 pages)View decision -
Decision Reference DRN-5854169
11 Nov 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5854169 The complaint Miss F complains that ONMO Limited irresponsibly lent to her. What happened Miss F was approved for an ONMO credit card in April 2023 with a £500 credit limit. Miss F says that this was irresponsibly lent to her as she was in an active Individual Voluntary Arra... (2 pages)View decision -
Decision Reference DRN-5257966
11 Nov 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5257966 The complaint Mrs C’s complaint against Financial Administration Services Limited (“Fidelity”) is about how they handled her request for information about the interest earned and tax paid on her accounts. What happened On 10 November 2023 Mrs C sent a secure message to Fidel... (3 pages)View decision -
Decision Reference DRN-5621437
11 Nov 2025 Money Advice & Planning Ltd UpheldPensions and AnnuitiesDRN-5621437 The complaint Mr G complains that Money Advice & Planning Ltd (‘MA&P’) gave him unsuitable advice in relation to his pension and ISA. He also says it has failed to provide the ongoing service he was paying for. Mr G’s wife, Mrs G, has made a similar complaint to MA&a... (11 pages)View decision -
Decision Reference DRN-5621373
11 Nov 2025 Money Advice & Planning Ltd UpheldPensions and AnnuitiesDRN-5621373 The complaint Mrs G complains that Money Advice & Planning Ltd (‘MA&P’) gave her unsuitable advice in relation to her ISA. She also says it has failed to provide the ongoing service she was paying for. Mrs G’s husband, Mr G, has made a similar complaint to MA&P a... (9 pages)View decision -
Decision Reference DRN-5798203
11 Nov 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5798203 The complaint Miss F complains that Lendable Ltd trading as Zable irresponsibly lent to her. What happened Miss F was approved for a Zable credit card in August 2022, with a £200 credit limit. The credit limit was increased to £500 in December 2022, and the credit limit was ... (4 pages)View decision
