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 384131 results
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Decision Reference DRN-5867693
24 Nov 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5867693 The complaint Mr and Mrs J complain that AXA PPP Healthcare Limited turned down a claim Mrs J made on a personal private medical insurance policy. As the claim relates to Mrs J, for ease of reading, I’ve referred mainly to her throughout. What happened The background to this... (4 pages)View decision -
Decision Reference DRN-5947545
24 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5947545 The complaint Mrs C complains that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) refused to write off her credit card debt and didn’t explain why. Mrs C would like this to be reviewed. What happened Mrs C asked Barclaycard to write off her credit card debt beca... (2 pages)View decision -
Decision Reference DRN-5793771
24 Nov 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5793771 The complaint Mr S complains about the quality of a used car he acquired through a hire purchase agreement with Startline Motor Finance Limited (‘Startline’). Mr S says that he has had persistent problems with the car since he acquired it. This has caused him a significant a... (5 pages)View decision -
Decision Reference DRN-5896559
24 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5896559 The complaint With the help of a professional representative (PR) Mr H complains that Moneybarn No.1 Limited trading as Moneybarn lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr H. What happened Mr H entered into a Conditi... (4 pages)View decision -
Decision Reference DRN-5487841
24 Nov 2025 Saxo Capital Markets UK Ltd Not upheldInvestmentsDRN-5487841 The complaint Ms P has complained about Saxo Capital Markets UK Ltd, trading as Saxo (‘Saxo’) and its decision to no longer offer its service in South Africa. She says this has caused her to incur a financial loss which she wants repaid and she has been deprived of a future ... (7 pages)View decision -
Decision Reference DRN-5895631
24 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5895631 The complaint Mr F complains that the car he acquired through BMW FINANCIAL SEVICES (GB) LIMITED (“BMW”) wasn’t of satisfactory quality, and he complains that BMW won’t refund his deposit. What happened Mr F entered into a hire purchase agreement in November 2024 to acquire ... (4 pages)View decision -
Decision Reference DRN-5279216
23 Nov 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5279216 The complaint Mr S has complained that he is unhappy with the quality of a car he acquired in October 2023, using a hire purchase agreement with Toyota Financial Services (UK) PLC (“Toyota”). What happened Mr S acquired a used Hyundai in October 2023 using a hire purchase a... (3 pages)View decision -
Decision Reference DRN-5965350
22 Nov 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5965350 The complaint Mr I complains that the car he acquired through N.I.I.B. Group Limited, trading as Northridge Finance (“Northridge”) wasn’t of satisfactory quality. What happened Mr I entered into a hire purchase agreement in September 2024 to acquire a used car. The cash pric... (4 pages)View decision -
Decision Reference DRN-5970163
22 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5970163 The complaint Mr M complains that esure Insurance Limited failed to handle a claim properly and unfairly increased his motor insurance premium. Mr M is represented in this complaint by a relative but, for simplicity, I’ll refer to Mr M throughout my decision. What happened M... (3 pages)View decision -
Decision Reference DRN-5690945
21 Nov 2025 Janus Henderson Investors UK Limited Not upheldInvestmentsDRN-5690945 The complaint Mrs M complains that Janus Henderson Investors UK Limited (‘Janus’) had written to her children about her investment, without her consent. She also doesn’t believe the investment was suitable or that Janus have considered her changing circumstances since the pl... (5 pages)View decision
