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 371633 results
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Decision Reference DRN-5520200
4 Jun 2025 1plus1 Loans Limited Not upheldConsumer CreditDRN-5520200 The complaint Miss C is unhappy with several aspects of how 1Plus1 Loans Limited (“1P1”) have administered a loan held in her name. What happened In 2019, Miss C successfully applied for a guarantor loan with a loan provider, whom I’ll refer to as ‘X’. The terms of the loan ... (4 pages)View decision -
Decision Reference DRN-5399719
4 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5399719 The complaint Mrs P complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs P applied for a Marbles credit card with NewDay in March 2017. In her application, Mrs P ... (3 pages)View decision -
Decision Reference DRN-5551726
4 Jun 2025 U K Insurance Limited UpheldInsuranceThe complaint Miss A has complained about a windscreen repair that was carried out by an agent of U K Insurance Limited trading as Direct Line (UKI) when she claimed under her car insurance policy. What happened Miss A made a claim under her car insurance policy with UKI in August 2022. Pa... (2 pages)View decision -
Decision Reference DRN-5602872
4 Jun 2025 J.P Morgan Europe Limited UpheldBanking and PaymentsThe complaint Mr P has complained about how J.P. Morgan Europe Limited (‘Chase’) handled his chargeback request. What happened Mr P bought a packaged holiday, costing £2,853, which he paid for using his Chase debit card. However, he was unhappy with aspects of the holiday, so raised a char... (3 pages)View decision -
Decision Reference DRN-5484917
4 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditThe complaint Mr G, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened This complaint is about a 12-month instalment loan for £1,500 that 118 118 Money provided to Mr G on 9 December 2022. The monthly repayments were £16... (3 pages)View decision -
Decision Reference DRN-5506047
4 Jun 2025 British Gas Services Limited Not upheldInsuranceDRN-5506047 The complaint Mr O complains about the service received from British Gas Services Limited (‘British Gas’) and says they didn’t collect the direct debit for his ‘Multi Premises HomeCare’ policy for several years. What happened Mr O held an insurance policy with British Gas t... (3 pages)View decision -
Decision Reference DRN-5580621
4 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5580621 The complaint Mr P has complained about the price difference in two home insurance products offered by Aviva Insurance Limited. What happened Mr P looked for a quote to cover his home with Aviva. He was provided with two quotes for different policies. One had extended busin... (2 pages)View decision -
Decision Reference DRN-5601604
4 Jun 2025 Bank of Scotland Plc UpheldConsumer CreditDRN-5601604 The complaint Mr B complains about the quality of a car Bank of Scotland plc trading as Halifax supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead, I... (5 pages)View decision -
Decision Reference DRN-5398233
4 Jun 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5398233 The complaint Miss S complains that OAKBROOK FINANCE LIMITED, trading as Likely Loans, irresponsibly lent to her. What happened In July 2021, Miss S applied for a £1,500 loan with Oakbrook. The loan had a term of 18 months, with monthly repayments of £133. Miss S complaine... (3 pages)View decision -
Decision Reference DRN-5601504
4 Jun 2025 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5601504 The complaint Mr S complains on behalf of a company, W, about W’s commercial motor insurer, Arch Insurance (UK) Limited. Arch has declined W’s claim for a stolen car. What happened Mr S found one of W’s cars had been stolen. He called the police and made a claim to Arch. A... (5 pages)View decision
