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-5741302
5 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5741302 The complaint Mr A complains about the way U K Insurance Limited (“UKI”) handled a claim he made on his motor insurance policy. What happened Mr A held a motor insurance policy with UKI. He reported a claim to them in September 2024 when his vehicle was hit while parked. Un... (4 pages)View decision -
Decision Reference DRN-5745750
5 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-5745750 The complaint Miss S complains that Lendable Ltd gave her incorrect information about how a payment plan would affect her credit file. What happened Miss S had a personal loan with Lendable and called them as she was experiencing financial difficulty and couldn’t make the up... (3 pages)View decision -
Decision Reference DRN-5999730
5 Dec 2025 First Central Underwriting Limited UpheldInsuranceDRN-5999730 The complaint Ms N complains First Central Underwriting Limited (“First Central”) failed to inspect and repair her car fully following a claim on her motor insurance policy. She says First Central has caused delays, left her car unsecure and caused her severe distress and in... (4 pages)View decision -
Decision Reference DRN-6000123
5 Dec 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-6000123 The complaint Mr R complaints that Telefonica UK Limited trading as O2 gave him five fixed sum loan agreements for devices he couldn’t afford to repay. What happened O2 gave Mr R the following fixed sum loan agreements: Agreement Date DeviceTotal cost Repayment terms 1 Decem... (4 pages)View decision -
Decision Reference DRN-5996191
5 Dec 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5996191 The complaint Mr W complains that Sainsbury’s Bank Plc hasn’t refunded him following a claim he made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In early 2022, Mr W instructed a company (who I’ll refer to as “S”) to complete work to his hom... (7 pages)View decision -
Decision Reference DRN-5819754
5 Dec 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5819754 The complaint FIRST RESPONSE FINANCE LIMITED (‘First Response’) provided Mr B with a hire purchase agreement to purchase a car in 2023. Mr B paid a deposit of £500 and borrowed £5,495. He was due to make 49 monthly repayments of £189.41. Mr B says the finance was provided ir... (2 pages)View decision -
Decision Reference DRN-5996265
5 Dec 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5996265 The complaint Mr K complains Evolution Insurance Company Limited (Evolution) has charged him cancellation fees for his landlord boiler care policies after he cancelled them. What happened The circumstances of this complaint will be well known to both parties and so I’ve summ... (4 pages)View decision -
Decision Reference DRN-5996165
5 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5996165 The complaint Mr H complains Clydesdale Bank Plc trading as Virgin Money won’t refund the money he says he lost to a scam. What happened Mr H started investing with a company, “W”, in late 2021. Here is a breakdown of the payments he sent in connection with his dealings with... (8 pages)View decision -
Decision Reference DRN-5890050
5 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5890050 The complaint Mr G complains about that Black Horse Limited (Black Horse)unreasonably seized his car. He would like a refund of all the payments he made for the car, the account to be settled and closed as soon as possible. What happened The details of this complaint are w... (2 pages)View decision -
Decision Reference DRN-5985855
5 Dec 2025 Gracombex Ltd UpheldConsumer CreditDRN-5985855 The complaint Mr A complains Gracombex Ltd trading as The Money Platform (Gracombex) is reporting inaccurate information to the credit reference agencies about his loan account while he is in an Individual Voluntary Arrangement (IVA). What happened This complaint concerns a... (6 pages)View decision