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 380712 results
-
Decision Reference DRN-5415658
13 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5415658 The complaint T is a limited company. It complains Aviva Insurance Limited unfairly declined a malicious damage claim under a property owners insurance policy. T is represented by its sole director, Mr T. What happened The details of this complaint are known to the parties, ... (2 pages)View decision -
Decision Reference DRN-5752808
13 Aug 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5752808 The complaint Mr F and Ms S are unhappy that Inter Partner Assistance SA (‘IPA’) declined a claim made on their single trip, bronze, travel insurance policy (‘the policy’). What happened I issued my provisional decision in July 2025 explaining why I was intending to direct ... (4 pages)View decision -
Decision Reference DRN-5536275
13 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5536275 The complaint Mr W complains Santander UK Plc (Santander) acted irresponsibly by agreeing to a credit card account which he said was unaffordable. In bringing his complaint Mr W is represented by a third party. For ease of reading I will only refer to Mr W in my decision. Wh... (3 pages)View decision -
Decision Reference DRN-5752785
13 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5752785 The complaint Mr S complains he was mis-sold a hire purchase agreement he entered with Startline Motor Finance Limited to finance a used car. He also complains the car wasn’t of satisfactory quality. What happened In January 2024 Mr S acquired a used car financed through a h... (4 pages)View decision -
Decision Reference DRN-5371336
13 Aug 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5371336 The complaint Mr D complains that a car supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD was of an unsatisfactory quality. What happened In January 2024, Mr D was supplied with a used car through a hire purchase agreement with CA. The cash price of... (5 pages)View decision -
Decision Reference DRN-5752241
13 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5752241 The complaint Mr and Mrs P complain about AXA Insurance UK Plc’s handling of a claim under their home insurance policy. AXA has been represented on the claim by its agents. All references to AXA include its agents. What happened Mr and Mrs P had a home insurance policy with ... (5 pages)View decision -
Decision Reference DRN-5751013
13 Aug 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5751013 The complaint Ms S complains about Ageas Insurance Limited’s delays in handling a claim on her motor insurance policy. What happened Ms S had a motor policy that was underwritten by Ageas but administered by a broker. In February 2025 Ms S was involved in an accident. She di... (2 pages)View decision -
Decision Reference DRN-5528952
13 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5528952 The complaint Mr B has complained about a personal loan Monzo Bank Limited (“Monzo”) provided to him. He’s said that the loan was unaffordable for him and so it should never have been provided in the first place. What happened Monzo provided Mr B with the loan in October 20... (3 pages)View decision -
Decision Reference DRN-5490982
13 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5490982 The complaint Ms M says Oodle Financial Services Limited (‘Oodle’) irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement to purchase a car. She says that the creditworthiness and ... (4 pages)View decision -
Decision Reference DRN-5705517
13 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5705517 The complaint X complains that Oodle Financial Services Limited agreed a payment plan for their arrears but then terminated their hire purchase agreement unfairly. What happened X acquired a car financed through a hire purchase agreement they signed on 6 March 2023 with Oodl... (4 pages)View decision
