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-6019017
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6019017 The complaint Mrs B and Mr B complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Mrs B and Mr ... (14 pages)View decision -
Decision Reference DRN-5793879
12 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5793879 The complaint Mrs L complains about STARTLINE MOTOR FINANCE LIMITED in that she says it approved three separate car finance agreements in succession when proper checks carried out by it would have shown she could not afford these. What happened Here is a table giving some de... (4 pages)View decision -
Decision Reference DRN-5878479
12 Dec 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5878479 The complaint Mr K has complained that his motor insurer, Haven Insurance Company Limited (‘Haven’), refused to deal with a claim he made on his policy and then proceeded to avoid it. What happened In April 2025 Mr K was involved in an accident where he said a cyclist made ... (3 pages)View decision -
Decision Reference DRN-5990403
12 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5990403 The complaint Ms B complains that First Central Underwriting Limited unfairly charged her an additional premium for her motor insurance policy, which led to the policy being cancelled. What happened Ms B bought a First Central policy online. Shortly afterwards First Central ... (4 pages)View decision -
Decision Reference DRN-5990489
12 Dec 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5990489 The complaint Ms B complains about the charges First Central Insurance Management Limited applied on the cancellation of her motor insurance policy. What happened First Central is the broker and insurance intermediary which administered Ms B’s motor insurance policy on behal... (2 pages)View decision -
Decision Reference DRN-5948858
12 Dec 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5948858 The complaint Mr N complains Skrill Limited (“Skrill”) closed his account with immediate effect after asking him for proof of address documentation. Mr N accepts he provided a fake one and says Skrill should review its position now that he has a genuine one. What happened Th... (2 pages)View decision -
Decision Reference DRN-5603982
12 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5603982 The complaint Mrs S complains that Barclays Bank UK PLC trading as Tesco Bank failed to issue a notice of sum in arrears (NOSIA), defaulted her credit card account and passed it to a debt purchaser. Mrs S is represented by Mr R but for ease I’ll refer to Mrs S. What happen... (3 pages)View decision -
Decision Reference DRN-5866135
12 Dec 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5866135 The complaint Mrs R complains that Home Retail Group Card Services Limited trading as Argos Card (“HRG”) has charged her extortionate interest under a credit agreement she held with them. What happened Mrs R held a store card account with HRG. In March 2025, she complained t... (2 pages)View decision -
Decision Reference DRN-5716177
12 Dec 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5716177 The complaint A company, which I’ll refer to as G, complains that PayrNet Limited (“ANNA Money”) is holding it liable for unauthorised payments. Mr and Mrs C, who are directors of G, bring this complaint on G’s behalf. What happened On 25 November 2023, Mr C received a call ... (4 pages)View decision -
Decision Reference DRN-5749038
12 Dec 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5749038 The complaint Mr A complains about the conduct of Specialist Motor Finance Limited (“SMF”) in relation to a hire purchase agreement he took out with them. He says their representatives and appointed collection agents were threatening and disrespectful which caused him distre... (3 pages)View decision