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 370904 results
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Decision Reference DRN-5462993
22 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5462993 Complaint Mr P has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to him. He says that the credit card and the subsequent limit increase were unaffordable for him and therefore should never have been provided. Background Capital One provide... (4 pages)View decision -
Decision Reference DRN-5484598
22 Apr 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5484598 Complaint Mr S complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In August 2021, Oodle provided Mr S ... (3 pages)View decision -
Decision Reference DRN-5348594
22 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5348594 Complaint Mr B has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr B is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr B’s account were unfair as there was a ... (5 pages)View decision -
Decision Reference DRN-5167814
22 Apr 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5167814 Complaint Mrs D has complained that Shop Direct Finance Company Limited (trading as “Very”) irresponsibly provided her with a catalogue shopping account and credit limit increases. She’s said that this credit was unaffordable for her and it resulted in her experiencing ongoi... (6 pages)View decision -
Decision Reference DRN-5451273
22 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5451273 Complaint Mr N has complained about the overdraft charges Bank of Scotland plc (“Halifax”) applied to his account. Mr N is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr N’s account were unfair as there ... (5 pages)View decision -
Decision Reference DRN-5268335
21 Apr 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5268335 The complaint Mr H is unhappy with the service that he received from Hargreaves Lansdown Asset Management Limited (‘HL’) when attempting to make use of their cashback promotion after transferring his pensions to them. HL have already offered Mr H £150 to apologise but he’d n... (4 pages)View decision -
Decision Reference DRN-5393755
21 Apr 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5393755 The complaint Mr W complains that Advantage Insurance Company Limited (“Advantage”) unfairly reduced his no-claims discount under his motor insurance policy. What happened Mr W says when he took out his insurance with Advantage he understood his no-claims discount (NCD) woul... (2 pages)View decision -
Decision Reference DRN-5398764
21 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5398764 The complaint Miss H complains about delays and the poor standard of repairs arranged by Liverpool Victoria Insurance Company Limited (“LV”) following an accident claim, under her motor insurance policy. What happened Miss H was involved in an accident when driving in July 2... (3 pages)View decision -
Decision Reference DRN-5386320
21 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5386320 The complaint The estate of Mrs C (“the estate”) complains about delays during Royal & Sun Alliance Limited’s (“RSA”) handling of its claim for damage caused by an escape of water, under its home buildings insurance policy. The estate has two representatives acting on it... (4 pages)View decision -
Decision Reference DRN-5396266
20 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5396266 The complaint Mr L complains about how Aviva Insurance Limited (“Aviva”) has handled a claim he made under his home insurance policy, following damage to his property while he was on holiday. Any reference to Aviva in this decision includes its appointed agents and represent... (4 pages)View decision
