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-5106797
12 Dec 2025 Phoenix Life Limited Not upheldInsuranceDRN-5106797 The complaint Mrs S and Mr S complain about Phoenix Life Limited’s management of their reviewable whole of life policy. They complain that Phoenix Life Limited didn’t review their policy properly and failed to let them know at an earlier stage that the policy required change... (5 pages)View decision -
Decision Reference DRN-5607019
12 Dec 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5607019 The complaint Mrs G complains that insurance policies sold alongside a car supplied under a conditional sale agreement with Hyundai Capital UK Limited trading as Kia Finance (Kia) weren’t provided. This complaint has been referred to this service by a representative on Mrs ... (5 pages)View decision -
Decision Reference DRN-6017097
12 Dec 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-6017097 The complaint Mr L is unhappy Sainsbury’s Bank Plc hasn’t honoured a promotional offer when he took out a Pet Insurance policy. What happened In November 2024 Mr L said he saw an advert which explained he could receive loyalty card points and a pet hamper if he took out pet ... (2 pages)View decision -
Decision Reference DRN-6017190
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6017190 The complaint Mr T and Ms H’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 (2... (13 pages)View decision -
Decision Reference DRN-6017165
12 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-6017165 The complaint Miss T complains that Advantage Insurance Company Limited unfairly found her liable for an accident she doesn't think was her fault. Miss T’s policy is branded in the name of the insurance intermediary that administers it. But Advantage is the policy under... (4 pages)View decision -
Decision Reference DRN-5700658
12 Dec 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5700658 The complaint Miss P complains that Go Car Credit Limited irresponsibly provided her with an unaffordable regulated hire purchase agreement. Miss P’s complaint has been brought by a professional representative, but for ease I’ve referred to all submissions as though they ar... (3 pages)View decision -
Decision Reference DRN-6017212
12 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6017212 The complaint Mr B complains that MotoNovo Finance Limited (MotoNovo) failed to conduct thorough, appropriate and reasonable affordability checks prior to lending to him. Mr B is represented in this complaint by a claims management company but, for ease, I’ll refer to Mr B d... (5 pages)View decision -
Decision Reference DRN-5734521
12 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5734521 The complaint Mr K complains that Capital One (Europe) plc unfairly recorded adverse information against his credit file following a period of ‘breathing space’ applied to his credit card account. What happened Mr K holds a credit card account with Capital One. In early 202... (3 pages)View decision -
Decision Reference DRN-5919339
12 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5919339 The complaint Mrs H says Black Horse Limited (Black Horse) misrepresented a finance agreement to her. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mrs H took rec... (2 pages)View decision -
Decision Reference DRN-5936773
12 Dec 2025 GREENLIGHTAUTOMOTIVE LTD UpheldConsumer CreditDRN-5936773 The complaint Mr M complains that Greenlight Automotive Ltd trading as Greenlight Motors failed to settle his existing finance agreement as promised, leaving the account active and adversely impacting his credit file. What happened In October 2024 Mr M part exchanged his car... (2 pages)View decision