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-5900982
2 Dec 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5900982 The complaint Mrs J complains that the car she acquired through CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. She wants to reject the car, cancel the credit agreement, and be reimbursed her costs. What happened Mrs J entered a PCP credit agreement in Jan... (3 pages)View decision -
Decision Reference DRN-5991433
2 Dec 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5991433 The complaint Mr T has complained that Hastings Financial Services Limited, trading as Hastings Direct, lent to him irresponsibly without carrying our appropriate affordability checks What happened In March 2024, Mr T entered into a fixed sum loan agreement with Hastings Dir... (3 pages)View decision -
Decision Reference DRN-5990754
2 Dec 2025 Bank of Scotland Plc UpheldMortgagesDRN-5990754 The complaint Mr F complains that Bank of Scotland plc trading as Halifax has not administered his mortgage fairly. What happened In 2007, Mr F took out a mortgage with Halifax. It was in joint names with his now ex-wife. Mr F complains: • Halifax sent letters addressed to h... (6 pages)View decision -
Decision Reference DRN-5991216
2 Dec 2025 Mattioli Woods Limited UpheldPensions and AnnuitiesDRN-5991216 The complaint Mr and Mrs P complain about the significant charges Mattioli Woods Limited (‘MW’) has levied on their self-invested personal pension (‘SIPP’). They say the service delivered in return for the charges fell below their expectations particularly given that the per... (9 pages)View decision -
Decision Reference DRN-5679745
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5679745 The complaint Mrs H has complained that Barclays Bank UK PLC, trading as Tesco Bank, were irresponsible when issuing her with a credit card, by failing to carry out appropriate affordability checks. What happened In August 2023, Tesco Bank opened a credit card for Mrs H, wit... (3 pages)View decision -
Decision Reference DRN-5988173
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5988173 The complaint Mrs B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by: (1) Being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1... (8 pages)View decision -
Decision Reference DRN-5957546
2 Dec 2025 Aviva Equity Release UK Limited UpheldMortgagesDRN-5957546 The complaint Mrs J, acting on behalf of her father Mr H via a power of attorney, complains about actions taken by Aviva Equity Release UK Limited in respect of Mr H’s lifetime mortgage since he entered long term care. What happened Mr H has a lifetime mortgage with Aviva. T... (7 pages)View decision -
Decision Reference DRN-5916356
2 Dec 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5916356 The complaint Mrs L and Mr S have complained about the customer service they received from Zurich Insurance Company Ltd in relation to a travel insurance policy and that it refused to either refund the premium or freeze the policy following a change to Mr S’s health. What h... (3 pages)View decision -
Decision Reference DRN-5908081
2 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5908081 The complaint Mr B and Mrs B are unhappy with the service provided by Intact Insurance UK Limited at renewal of their lifetime pet insurance policy for their pet dog. Mr B and Mrs B are both party to this complaint. Mr B has primarily dealt with this service. For ease of re... (3 pages)View decision -
Decision Reference DRN-5854819
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5854819 The complaint Mr and Mrs P complain that Barclays Bank UK PLC gave them incorrect information about opening their Instant Access Savings Accounts (ISA). They said they were told that the accounts could be opened without them being present and because they were not opened whe... (2 pages)View decision
