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-5873911
21 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5873911 The complaint Mr C, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2017 Mr C acquired a used car financed by a conditional ... (3 pages)View decision -
Decision Reference DRN-5813517
21 Nov 2025 American International Group UK Limited Not upheldInsuranceDRN-5813517 The complaint Mr H complains American International Group UK Limited (AIG) unfairly declined to settle his claim on his car hire excess insurance policy. AIG are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediar... (2 pages)View decision -
Decision Reference DRN-5967298
21 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5967298 The complaint Mr C complains about how he was spoken to during a call with Nationwide Building Society (Nationwide). What happened Mr C called Nationwide as he was having issues with his debit card and digital wallet on his phone. Ultimately the call was terminated by Natio... (2 pages)View decision -
Decision Reference DRN-5912639
21 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5912639 The complaint Mrs and Mr K complain about how Intact Insurance UK Limited (T/A RSA Insurance) settled a claim they made following the loss of luggage while travelling. What happened Mrs and Mr K have held a household insurance company with RSA for many years. This policy pr... (4 pages)View decision -
Decision Reference DRN-5948201
21 Nov 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5948201 The complaint Miss F complains that Go Car Credit Limited provided her with an unaffordable hire purchase agreement. What happened In May 2021 Go Car Credit provided Miss F with a hire purchase agreement. The agreement was for a capital amount of around £6,000 which represen... (5 pages)View decision -
Decision Reference DRN-5805313
21 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5805313 The complaint Miss A complains that Vanquis Bank Limited trading as Vanquis irresponsibly lent to her. What happened Miss A was approved for a Vanquis credit card in May 2019, with a £500 credit limit. Miss A says that this was irresponsibly lent to her. Miss A made a compla... (3 pages)View decision -
Decision Reference DRN-5742060
21 Nov 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5742060 The complaint Mr C says STARTLINE MOTOR FINANCE LIMITED (‘Startline’), irresponsibly lent to him. He says that it didn’t conduct proportionate checks before approving car finance for him. If it had made better checks it would have seen that he was in financial difficulty and... (3 pages)View decision -
Decision Reference DRN-5746372
21 Nov 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5746372 The complaint Mr W complains about how Adrian Flux Insurance Services Group (Adrian Flux) dealt with his motor insurance policy following his being unable to provide proof of his No Claims Bonus (NCB) following his taking out the policy. References to Adrian Flux in this de... (3 pages)View decision -
Decision Reference DRN-5871681
21 Nov 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5871681 The complaint Mr D complains that Lendable Ltd (Lendable) mis-sold him a credit card account. He is unhappy that he’s not able to transfer his balance to another card. What happened Mr D complains that Lendable mis-sold him a credit card. He says the account was promoted wit... (3 pages)View decision -
Decision Reference DRN-5958517
21 Nov 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5958517 The complaint Mr P is unhappy with how Tesla Financial Services Limited handled issues he had after deciding not to take out a hire purchase agreement with them. What happened Mr P decided to purchase a car on 12 March 2025, as part of this, he arranged to take out a hire pu... (4 pages)View decision