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-5617275
29 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5617275 The complaint Mr E is unhappy with how Creation Consumer Finance Ltd (Creation) handled his Section 75 claim regarding faulty sofas. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly here, which reflects my informal ... (6 pages)View decision -
Decision Reference DRN-5608978
29 Aug 2025 One Insurance Limited UpheldInsuranceDRN-5608978 The complaint Mr G complains against One Insurance Limited about a decision that led to the cancelation of his motor insurance policy. What happened Mr G obtained cover from One Insurance through a broker. Shortly after the cover was taken out, the broker completed checks on... (3 pages)View decision -
Decision Reference DRN-5504052
29 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5504052 The complaint Mr C complained that Phoenix Life Limited trading as Standard Life (Standard Life) has overcharged him for the management of his self-invested personal pension (SIPP) over a number of years. He also complained that the charging structure is unclear relating to ... (5 pages)View decision -
Decision Reference DRN-5576644
29 Aug 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5576644 The complaint Mrs K and Mrs Q complain that ARAG Legal Expenses Insurance Company Limited has unfairly declined a claim under their landlord legal expenses insurance policy. Where I refer to ARAG, this includes the actions of its agents and claims handlers for which it take... (2 pages)View decision -
Decision Reference DRN-5713211
29 Aug 2025 First Central Underwriting Limited UpheldInsuranceDRN-5713211 The complaint Mr H complains First Central Underwriting Limited (First Central) unfairly increased the cost of his motor insurance policy and collected the additional amount from his bank account without his consent. First Central are the underwriters of this policy i.e. th... (3 pages)View decision -
Decision Reference DRN-5601402
29 Aug 2025 LEASYS UK LTD Not upheldConsumer CreditDRN-5601402 The complaint Mr H complains that a car supplied to him under a hire agreement with LEASYS UK LTD (LU) of unsatisfactory quality. What happened In August 2024, Mr H took delivery of a brand-new car through a hire agreement with LU. Mr H paid an initial rental of £1,008.32, ... (3 pages)View decision -
Decision Reference DRN-5783501
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5783501 The complaint Mrs B complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs B has explained that between June and Octo... (2 pages)View decision -
Decision Reference DRN-5783477
29 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5783477 The complaint Ms H is unhappy that a car supplied to her under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA) was of unsatisfactory quality. When I refer to what Ms H or CA have said or done, it should also be taken to include things said or done on their behalf.... (5 pages)View decision -
Decision Reference DRN-5640338
29 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5640338 The complaint Mrs S complains that a car supplied to him under a hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (AFS) is of unsatisfactory quality. What happened In August 2024, Mrs S entered into a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5553994
29 Aug 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5553994 Complaint Mr P has complained about a personal loan Fairscore Ltd (trading as “Updraft”) which he says was unfairly lent to him. He says he was lent to at a time when he already had significant debts. Background Updraft provided Mr P with a loan for £2,500.00 in March 2023.... (3 pages)View decision
