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 367300 results
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Decision Reference DRN-5556729
16 May 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5556729 The complaint Mrs M complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In February 2024, Mrs M acquired a used car fin... (4 pages)View decision -
Decision Reference DRN-5356782
16 May 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5356782 The complaint Ms D complains that a car acquired with finance from Close Brothers Limited (“Close Brothers”) wasn’t of satisfactory quality. What happened In August 2024 Ms D was supplied with a car and entered into a conditional sale agreement with Close Brothers. At the po... (3 pages)View decision -
Decision Reference DRN-5152707
16 May 2025 Sky UK Limited UpheldConsumer CreditDRN-5152707 The complaint Miss A complains about the repayment of a fixed sum loan agreement she has with Sky UK Limited. What happened In June 2023, Miss A took out a fixed sum loan with Sky to pay for a brand new mobile telephone device. The device had a cash price of £1,173 and under... (5 pages)View decision -
Decision Reference DRN-5560894
16 May 2025 Adanac Financial Services Ltd Not upheldPensions and AnnuitiesDRN-5560894 The complaint Mr P complains about the poor investment returns achieved on his pension fund over a prolonged period of time. He says there has been a complete lack of guidance or direction from Adanac Financial Services Ltd – it has never advised him to make changes and swit... (6 pages)View decision -
Decision Reference DRN-5562740
16 May 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5562740 The complaint Mr and Mrs M complained that Astrenska Insurance Limited (‘Astrenska’) unfairly declined their claim. All reference to Astrenska includes any agents acting on its behalf. What happened Mr and Mrs M had booked a trip abroad in 2023 for their family. Their travel... (3 pages)View decision -
Decision Reference DRN-5028654
16 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5028654 The complaint Mr W complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-5403815
16 May 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5403815 The complaint Mrs T complains that Shawbrook Bank Limited lent to her irresponsibly twice in 2017. What happened Mrs T took two loans. They were for debt consolidation purposes. Loan Approved Amount Terms Repayments (rounded) Repaid 1 12 July 2017 £15,000 Total charge for cr... (9 pages)View decision -
Decision Reference DRN-5463222
16 May 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5463222 The complaint Mr B is unhappy that his full pension provision was sent to Firm L in error when he requested a partial transfer in order to purchase an annuity. What happened Mr B holds a Stakeholder Personal Pension (SPP) with Phoenix Life Limited (trading as Standard Life)... (4 pages)View decision -
Decision Reference DRN-5449399
16 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5449399 The complaint Mr N complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr N applied for a Vanquis credit card in June 2020. In his application, Mr N said he was employed with an income of £23,000 a year that Van... (2 pages)View decision -
Decision Reference DRN-5564873
16 May 2025 First Central Underwriting Limited UpheldInsuranceDRN-5564873 The complaint Mr L complains about the way First Central Underwriting Limited (First Central) settled a total loss claim he made under his motor insurance policy. What happened Mr L was involved in a road traffic accident in September 2023. He contacted an Accident Manageme... (4 pages)View decision
