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
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Decision Reference DRN-5683015
11 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5683015 The complaint Mrs S and Mr S complain about how esure Insurance Limited (esure) declined a claim under their motor insurance policy for damage to their vehicle from a gate in a storm. References to esure in this decision include their agents. What happened In November 2023... (3 pages)View decision -
Decision Reference DRN-5680719
11 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5680719 The complaint Mrs P and Mr P complain about esure Insurance Limited (“EIL”) and the decision to decline the claim they made on their home insurance policy, after the roof above their indoor pool was damaged. Mr P has acted as the main representative during the claim and comp... (4 pages)View decision -
Decision Reference DRN-5691390
11 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5691390 The complaint Mr B complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr B says NewDay approved a credit card account for him in January 2021 with a credit limit of £90... (3 pages)View decision -
Decision Reference DRN-5601520
11 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5601520 The complaint Mr C complains that American Express Services Europe Limited (“ASEL”) rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In February 2022 Mr C purchased a piece of furniture from a retailer at a cost of £581.25. This was a disc... (3 pages)View decision -
Decision Reference DRN-5516348
11 Aug 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5516348 The complaint Miss L complains about a car supplied to her using a hire purchase agreement taken out with Startline Motor Finance Limited (“SMFL”). What happened In June 2022, Miss L acquired a used car using a hire purchase agreement with SMFL. The car was over four years ... (4 pages)View decision -
Decision Reference DRN-5595395
11 Aug 2025 Charter Court Financial Services Limited Not upheldMortgagesDRN-5595395 The complaint Mr and Mrs B complain that Charter Court Financial Services Limited, trading as Precise Mortgages, changed some of the terms of a bridging loan after issuing a decision in principle. Their broker brings the complaint on their behalf. What happened Mr and Mrs B ... (3 pages)View decision -
Decision Reference DRN-5495134
11 Aug 2025 LEASYS UK LTD UpheldConsumer CreditDRN-5495134 The complaint Mrs B has complained about charges applied by LEASYS UK LTD at the end of her car hire agreement. What happened Mrs B had a car hire agreement with Leasys. At the end of the agreement, when she returned the car, Leasys charged her for damage and missing service... (5 pages)View decision -
Decision Reference DRN-5601792
11 Aug 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5601792 The complaint Mr G complains that Sainsbury’s Bank Plc mishandled his motor insurance. What happened Mr G had a car or multi-purpose vehicle that had first been registered in about 2009. Sainsbury’s Bank is an insurance intermediary or broker. Mr G had nine or more years’... (4 pages)View decision -
Decision Reference DRN-5442466
11 Aug 2025 First Rate Credit Union Limited Not upheldConsumer CreditDRN-5442466 The complaint Miss M is complaining that First Rate Credit Union Limited (FRCUL) lent to her irresponsibly by providing her with a personal loan. What happened In December 2023, Miss M applied for a loan with FRCUL. They lent her £9,000 over a five- year term. The loan requi... (4 pages)View decision -
Decision Reference DRN-5122604
11 Aug 2025 GP3 Financial Solutions Ltd Not upheldPensions and AnnuitiesDRN-5122604 The complaint Mr C complains about the advice by GP3 Financial Solutions Ltd (GP3) in March 2024 to rebalance the investment strategy in his pension. Mr C says the adviser knew he wasn’t in the right space to make large financial decisions. Mr C said he had also made it clear t... (4 pages)View decision
