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-6002460
11 Dec 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-6002460 The complaint Mrs W complains Go Car Credit Limited (“Go Car”) gave her car finance when she couldn’t afford it. What happened In July 2021, Go Car provided Mrs W with a hire purchase agreement for a used car. The vehicle had a cash price of £12,990, Mrs W put down a £3,000... (4 pages)View decision -
Decision Reference DRN-5646535
11 Dec 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5646535 The complaint Miss C complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) shouldn’t have given her any loans because at the time she was trapped in a debt spiral. What happened A summary of Miss C’s borrowing can be found below. loan number loan amou... (4 pages)View decision -
Decision Reference DRN-5783449
11 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5783449 The complaint Miss H has complained that MotoNovo Finance Limited (MotoNovo) unfairly provided her with credit for a car. What happened In June 2022, Miss H entered into a finance agreement with MotoNovo for the purchase of a car as shown below. She then settled the agreeme... (3 pages)View decision -
Decision Reference DRN-5992028
11 Dec 2025 Tymit Ltd Not upheldBanking and PaymentsDRN-5992028 The complaint Ms D says Tymit Ltd (‘Tymit’) has treated her unfairly in relation to a credit card she has with it. She says it has closed her account, whilst she is still making repayments, and this has impacted her credit score unfairly. What happened This complaint is abo... (3 pages)View decision -
Decision Reference DRN-6007962
11 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-6007962 The complaint Miss H complains about the decline of a buildings insurance claim by Ageas Insurance Limited following a storm event. What happened The following is intended only as a summary of the key events. A buildings insurance policy was in place from June 2024 to June 2... (7 pages)View decision -
Decision Reference DRN-6013847
11 Dec 2025 Hill Mathieson Limited UpheldInsuranceDRN-6013847 The complaint Mr S has complained about his loss assessor Hill Mathieson Limited which he had instructed to assist him with a claim to his home insurer for water damage. What happened In October 2024 there was a burst pipe in the flat above Mr S’s home. His flat was damaged... (9 pages)View decision -
Decision Reference DRN-5669801
11 Dec 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5669801 The complaint Mr D and Mrs S complain that Metro Bank PLC won’t refund the money they lost when they were the victims of a scam. What happened In February 2024, Mr D received a phone call from someone who said they worked for another bank he held an account with. The caller... (3 pages)View decision -
Decision Reference DRN-5598216
11 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5598216 The complaint Mr M complains that Lloyds Bank Plc didn’t do enough to protect him from losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In 2024, M... (3 pages)View decision -
Decision Reference DRN-5891530
10 Dec 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5891530 The complaint Mr L has complained Watford Insurance Company Europe Limited declined a claim he made under his motor insurance policy. What happened Mr L was involved in an accident in April 2025 declared his car a total loss. But in May 2025, Watford declined the claim as th... (3 pages)View decision -
Decision Reference DRN-5930538
10 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5930538 The complaint Miss K has complained about the way esure Insurance Limited handled a claim she made on her motor insurance policy. What happened Miss K was involved in a car accident in February 2025. Her car sustained damage, and she made a claim on her motor insurance polic... (3 pages)View decision