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 388057 results
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Decision Reference DRN-5977813
8 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5977813 The complaint Miss P complains Vanquis Bank Limited (“Vanquis”) irresponsibly lent to her, and increased her credit limit when they shouldn’t have. What happened In March 2018 Miss P applied for a credit card with Vanquis. The application was accepted, and she was offered ... (3 pages)View decision -
Decision Reference DRN-5778341
8 Dec 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5778341 The complaint Mr S has complained about the delay setting up his annuity and what he considers to have been a reduction in the amount which was used to establish his annuity. Mr S has also said that a dual introducer fee has been applied here. What happened The investigator... (8 pages)View decision -
Decision Reference DRN-5816457
8 Dec 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5816457 The complaint Miss R complains about a car supplied to her using a hire purchase agreement taken out with Blue Motor Finance Ltd (“BMF”). What happened In July 2024, Miss R acquired a used car using a hire purchase agreement with BMF. The car was around nine years old, the ... (3 pages)View decision -
Decision Reference DRN-5881206
8 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5881206 The complaint Miss W says Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (VWFS) were unreasonable not to calculate an interest rebate on the date she gave them. What happened The detailed background to this complaint is well known to both... (2 pages)View decision -
Decision Reference DRN-5998449
8 Dec 2025 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-5998449 The complaint Mrs W complains that Quilter Financial Planning Solutions Limited failed to advise her to start taking an income from her pension to take advantage of her personal income tax allowance. She says she could have received more income tax-free until she started rec... (6 pages)View decision -
Decision Reference DRN-5783594
8 Dec 2025 Uinsure Limited Not upheldInsuranceDRN-5783594 The complaint Mr R is unhappy how his broker, Uinsure Limited (“Uinsure”), handled his home insurance policy renewal. What happened With the renewal of his home insurance policy becoming imminent, Mr R contacted Uinsure to enquire whether he could get the policy cheaper. Mr ... (2 pages)View decision -
Decision Reference DRN-5749029
8 Dec 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5749029 The complaint Miss B complains that Oodle Financial Services Limited trading as Oodle Car Finance provided her with an unaffordable hire purchase agreement. What happened In January 2020 Oodle provided Miss B with a hire purchase agreement for a car with a cash price of arou... (3 pages)View decision -
Decision Reference DRN-5631811
8 Dec 2025 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-5631811 The complaint L, a limited company, complains that WorldPay (UK) Ltd recorded a marker about them on the Visa Merchant Screening Service (VMSS) system. They’d like an explanation of why this was, and appropriate compensation. What happened L opened a merchant services accou... (2 pages)View decision -
Decision Reference DRN-5813726
8 Dec 2025 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5813726 The complaint Sainsbury’s Bank Plc provided Mr R with a £7,675 loan in June 2024. The APR was 11.9% and the monthly repayments were £358.77. Mr R says the loan was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t... (2 pages)View decision -
Decision Reference DRN-5980460
8 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5980460 The complaint Ms A complains that Capital One (Europe) plc reported a missed payment on her credit file. What happened Ms A holds a credit card account with Capital One. She was a victim of a scam which caused her to fall behind with her payments. On 3 September 2025 Capital... (2 pages)View decision