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 384133 results
-
Decision Reference DRN-5982540
28 Nov 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5982540 The complaint Mrs K complains that Everyday Lending Ltd irresponsibly lent to her. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summary. Everyday Lending ... (7 pages)View decision -
Decision Reference DRN-5692531
28 Nov 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5692531 The complaint Ms W complains about a charge applied by MONEYBARN NO.1 LIMITED when she returned a car after voluntarily terminating a conditional sale agreement. What happened In October 2021, Ms W was supplied with a used car through a conditional sale agreement with Moneyb... (4 pages)View decision -
Decision Reference DRN-5956827
28 Nov 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5956827 The complaint Mr C complains about the quality of a new car he acquired through a hire purchase agreement with Stellantis Financial Services UK Limited (‘Stallantis’). Mr C says that the car had a faulty timing belt which led to an engine failure early in the life of it. Wh... (5 pages)View decision -
Decision Reference DRN-5761756
28 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5761756 The complaint Ms M has complained she was mis-sold a Life and Critical Illness Cover (‘CIC’) policy by Aviva Life & Pensions UK Limited (‘Aviva’). She has also complained about the ongoing service and that her critical illness claim was wrongfully declined. To put the ma... (9 pages)View decision -
Decision Reference DRN-5982471
28 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5982471 The complaint 1. Mr S is unhappy with Clydesdale Bank Plc’s handling of his credit card. What happened 2. I issued my provisional findings to both parties setting out why I thought Mr S’s complaint should be upheld in part and invited both parties to provide any further sub... (8 pages)View decision -
Decision Reference DRN-5874186
28 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5874186 The complaint Mr S complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2022, Mr S was looking for ways to invest his money and was told about a company offerin... (4 pages)View decision -
Decision Reference DRN-5982497
28 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5982497 The complaint Mr L complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2021, a business client of Mr L’s told him about an opportunity to invest in property development. Mr L was told he w... (4 pages)View decision -
Decision Reference DRN-5959585
28 Nov 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5959585 The complaint Mr F complains that Zempler Bank Limited won’t refund the money he lost when he was the victim of a scam. What happened In August 2025, Mr F was looking to rent a property and saw one he was interested in listed online. He contacted the landlord to arrange a v... (2 pages)View decision -
Decision Reference DRN-5961604
28 Nov 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5961604 The complaint Mr A has complained about his building warranty insurer Accelerant Insurance Europe SA/NV UK Branch, regarding how it handled his claim made on the policy for alleged defects, as well as the answers it came to as to coverage. What happened Mr A bought a newly ... (8 pages)View decision -
Decision Reference DRN-5954631
27 Nov 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5954631 The complaint Mrs M complains that she didn’t receive the rewards she was expecting under the Marks and Spencer Financial Services Plc Club Rewards scheme. What happened On 1 April 2025 Mrs M signed up for Club Rewards membership via an online form. M&S Rewards is a £10 ... (2 pages)View decision
