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 380824 results
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Decision Reference DRN-5838121
24 Sep 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5838121 The complaint Mr R is unhappy with how Stellantis Financial Services UK Limited treated him during the process of voluntary terminating his hire purchase agreement. What happened Mr R took out a hire purchase agreement with Stellantis in April 2021. In December 2023 he was ... (3 pages)View decision -
Decision Reference DRN-5427745
24 Sep 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5427745 The complaint Mr H complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (“Quidmarket”) lent to him irresponsibly. What happened Mr H took three loans and I have done this table to show the lending history. Loan Approved Amount Terms (rounded figures) Status 1 1... (4 pages)View decision -
Decision Reference DRN-5786775
24 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5786775 The complaint Mr W is unhappy that Clydesdale Bank Plc, trading as Virgin Money, won’t refund an annual account fee. What happened Mr W had a Virgin account that incurred an annual fee. The annual renewal date for the card was 9 March. On the morning of 9 March 2025 Mr W con... (3 pages)View decision -
Decision Reference DRN-5822009
24 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5822009 The complaint Mr M is unhappy with how AMERICAN EXPRESS SERVICES EUROPE LIMITED, trading as American Express (‘Amex’) handled his request to retrieve money he paid for goods bought using his credit card. What happened I issued my provisional decision to both parties explain... (7 pages)View decision -
Decision Reference DRN-5624864
24 Sep 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5624864 The complaint Miss N complains that Everyday Lending Limited trading as Evlo was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest and any adverse information removed from her credit file. What happened Miss N was ... (2 pages)View decision -
Decision Reference DRN-5547012
24 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5547012 The complaint Mr M complains that Zurich Assurance Ltd unfairly maintained the decline of his income protection claim despite him providing additional medical evidence. What happened Both sides are familiar with the background of this complaint, so I have only set out what h... (3 pages)View decision -
Decision Reference DRN-5584221
24 Sep 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5584221 The complaint Mr C complains that Admiral Financial Services Limited trading as Admiral Money lent to him irresponsibly. What happened Mr C applied to Admiral for a loan which was agreed on the following terms: Date Amount Term Monthly repayment Total payable16 November 202... (3 pages)View decision -
Decision Reference DRN-5792205
24 Sep 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5792205 The complaint Mr W complains about the delay in transferring the value of his pension plan provided by Quai Investment Services Limited (formerly and trading as Intelligent Money) to another pension provider. He says the delay caused him inconvenience and believes it also re... (8 pages)View decision -
Decision Reference DRN-5754312
24 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5754312 The complaint A limited company, which I will call “M”, has complained about the AXA Insurance UK Plc’s decision to void its business insurance policy. Mr G (as director of M) has brought the complaint on its behalf. What happened M is involved in roofing and cladding work. ... (4 pages)View decision -
Decision Reference DRN-5520578
24 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5520578 The complaint Miss M complains that a car supplied to her under a personal contract purchase agreement with CA AUTO FINANCE UK LTD (CAF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provis... (5 pages)View decision
