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 381196 results
-
Decision Reference DRN-5374991
12 Aug 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5374991 The complaint Mrs F is unhappy that a car supplied to her under a hire agreement with Stellantis Financial Services UK Limited trading as Free2Move was of an unsatisfactory quality. What happened In April 2021, Mrs F was supplied with a new car through a hire agreement with... (3 pages)View decision -
Decision Reference DRN-5437951
12 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5437951 The complaint Mr B complains about the way U K Insurance Limited (UKI) handled a water damage claim under a landlords insurance policy. Reference to UKI include its agents. What happened The details of this complaint are well-known to the parties, so I won’t repeat them. In... (3 pages)View decision -
Decision Reference DRN-5551464
12 Aug 2025 Calderdale Credit Union Limited Not upheldConsumer CreditDRN-5551464 The complaint Miss R is complaining that Calderdale Credit Union Limited (CCU) lent to her irresponsibly by providing her with a personal loan. Miss R is represented in her complaint but for ease I’ve written as if we’ve dealt with her directly throughout. What happened In S... (3 pages)View decision -
Decision Reference DRN-5441892
12 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5441892 The complaint Mrs B complains Hargreaves Lansdown Asset Management Limited (‘HLAM’) gave her an inaccurate consolidated tax certificate. She said the caused her to be at risk of being penalised by HMRC for declaring incorrect information. In making this complaint Mrs B had t... (4 pages)View decision -
Decision Reference DRN-5542581
12 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5542581 The complaint Mr W complains that Vanquis Bank Limited irresponsibly lent to him. Mr W is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr W himself. W... (2 pages)View decision -
Decision Reference DRN-5699235
12 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5699235 Complaint Mr H complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In October 2016... (3 pages)View decision -
Decision Reference DRN-5748680
12 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5748680 The complaint Mr H and Mr W complain about the way AXA Insurance UK Plc handled a claim they made on their landlord insurance policy. As Mr H has been the main correspondent for the claim and complaint, I’ve only referred to him in this decision. What happened There was an ... (4 pages)View decision -
Decision Reference DRN-5703581
12 Aug 2025 Antares Insurance Company Limited UpheldInsuranceDRN-5703581 The complaint Mr P complains that Antares Insurance Company Limited declined to pay for treatment costs following a claim on his horse insurance policy. What happened Mr P’s horse suffered a severe wound in September 2023. He made a claim on his policy for treatment costs. T... (3 pages)View decision -
Decision Reference DRN-5748630
12 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5748630 Complaint Mr V has complained about the overdraft charges Nationwide Building Society (“Nationwide”) applied to his account. Mr V is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr V’s account were unfai... (5 pages)View decision -
Decision Reference DRN-4976145
12 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4976145 The complaint Mr O complains Aviva Life & Pensions UK Limited misled him into placing a life policy he held, into trust. He argues this isn’t what he wanted, and that the action was taken without his consent. What happened Mr O held a life cover policy with Aviva. As of... (3 pages)View decision
