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 392389 results
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Decision Reference DRN-6049395
2 Jan 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6049395 The complaint Mr B complains that the car he acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. He wants to reject the car and end the finance agreement. What happened Mr B entered into a hire purchase agreement in September 2023 to acquire a u... (5 pages)View decision -
Decision Reference DRN-6050822
2 Jan 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6050822 The complaint Mr G complains that the car he acquired through a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (“SMFL”) wasn’t of satisfactory quality, and he’s unhappy with the way in which SMFL has calculated redress. What happened Mr G entered a hire purchas... (5 pages)View decision -
Decision Reference DRN-5988278
31 Dec 2025 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-5988278 The complaint Mr and Mrs K have complained that Chaucer Insurance Company Designated Activity Company (“Chaucer”) unfairly declined a claim they made for subsidence to their rental property. What happened In 2018, Mr and Mrs K made a claim to their previous insurer for subsi... (3 pages)View decision -
Decision Reference DRN-5751146
31 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-5751146 The complaint Mr H and Mrs T have complained about the service they’ve received from Ageas Insurance Limited (“Ageas”) following a claim for an escape of water. Any references to Ageas in this decision include its appointed agents. What happened Mr H and Mrs T made a claim i... (3 pages)View decision -
Decision Reference DRN-5754726
31 Dec 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5754726 The complaint Mr J complains eToro (UK) Ltd (“eToro”) is at fault for losses and distress he suffered when a stop loss order closed a leveraged short trade he had in the shares of a company (“R”) through a contract for difference (“CFD”). Mr J says eToro’s stop loss descript... (5 pages)View decision -
Decision Reference DRN-6001257
31 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-6001257 The complaint Miss Y is unhappy that a car supplied to her under a hire purchase agreement with Lendable Limited t/a Autolend (Lendable) was of unsatisfactory quality. When I refer to what Miss Y has said and what Lendable have said, it should also be taken to include thing... (4 pages)View decision -
Decision Reference DRN-5765617
31 Dec 2025 National House-Building Council Not upheldInsuranceDRN-5765617 The complaint Mr and Mrs R have complained that National House-Building Council (“NHBC”) has unfairly declined a claim made under their Buildmark warranty. What happened In August 2024, Mr and Mrs R moved into a property which was covered by a NHBC warranty. In October 2024,... (4 pages)View decision -
Decision Reference DRN-5882908
31 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5882908 The complaint Mrs Z complains that Barclays Bank UK PLC didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well... (4 pages)View decision -
Decision Reference DRN-5950417
31 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5950417 The complaint Mrs T’s and Mr T’s complaint is, in essence, that Shawbrook Bank Limited (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 1974 (as amended) (the ‘CCA’) and... (10 pages)View decision -
Decision Reference DRN-5656022
31 Dec 2025 MBNA Limited Not upheldConsumer CreditDRN-5656022 The complaint Mr S that MBNA Limited is holding him liable for the debt on a loan which he says he neither applied for nor knew about. What happened Mr S says that on 12 February 2025, fraudsters used his details to apply for loans and credit cards with multiple lenders, di... (2 pages)View decision