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 130332 results
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Decision Reference DRN-6177132
5 Mar 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6177132 The complaint CA AUTO FINANCE UK LTD (CA) provided Mr and Mrs S with a hire purchase agreement, and a related personal loan, to purchase a used car in August 2021. Mr and Mrs S were due to make 60 repayments of £448.35, and a total of £27,300 to the agreement. Mr and Mrs S s... (3 pages)View decision -
Decision Reference DRN-6192153
5 Mar 2026 Motability Operations Limited UpheldConsumer CreditDRN-6192153 The complaint Miss A is complaining Motability Operations Limited (‘Motability’) has cancelled her hire agreement and blocked her from applying from a new one for a year. She’s also unhappy with the general service it’s provided. What happened In September 2023 Miss A acquir... (4 pages)View decision -
Decision Reference DRN-6199258
4 Mar 2026 Lendable Ltd UpheldConsumer CreditDRN-6199258 The complaint Mr S says Lendable Ltd irresponsibly lent to him. What happened Mr S took out two loans from Lendable as set out below. loantaken out valueterm monthly repayment 1 Oct-24 £6,00024m £313.75 2 Sep-25£7,00030m £374.25 Mr S says Lendable failed to properly check t... (4 pages)View decision -
Decision Reference DRN-5994111
4 Mar 2026 esure Insurance Limited UpheldInsuranceDRN-5994111 The complaint Mr B complains that esure Insurance Limited (esure) unfairly settled his claim under a motor insurance policy. What happened The circumstances of this case are known to both parties, but in summary Mr B has a motor insurance policy underwritten by esure. In Aug... (3 pages)View decision -
Decision Reference DRN-6193554
4 Mar 2026 Fairscore Ltd UpheldConsumer CreditDRN-6193554 The complaint Mr S says Fairscore Ltd, trading as Updraft, irresponsibly lent to him. What happened Mr S took out two loans from Updraft for debt consolidation. The first, in July 2024, was for £11,700 over 61 months with a monthly repayment of £336.52. The second, in May 20... (3 pages)View decision -
Decision Reference DRN-5999030
4 Mar 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5999030 The complaint Miss D complains about the quality of a car supplied to her by Santander Consumer (UK) Plc (“Santander”). What happened Miss D entered into a conditional sale agreement with Santander in February 2023 for the supply of a used car. The car was around nine years ... (4 pages)View decision -
Decision Reference DRN-6105691
4 Mar 2026 Assurant General Insurance Limited UpheldInsuranceDRN-6105691 The complaint Mrs M complains about what Assurant General Insurance Limited did after she made a claim on her mobile phone insurance policy. What happened Mrs M has mobile phone insurance with Assurant provided as part of a packaged bank account. In August 2025 she claimed f... (2 pages)View decision -
Decision Reference DRN-5661540
4 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5661540 Complaint Mrs C is unhappy that HSBC UK Bank Plc didn't reimburse her after she reported falling victim to a scam. Background In September 2024, Mrs C received a phone call from someone claiming to be a police officer. She was told there was an ongoing investigation int... (3 pages)View decision -
Decision Reference DRN-6046267
4 Mar 2026 SCOR UK Company Ltd UpheldInsuranceDRN-6046267 The complaint N, a limited company, complains about what SCOR UK Company Ltd did after it made a claim on its commercial legal expenses insurance policy. What happened N is the freeholder of six flats. It has a residential property owner’s insurance policy which includes leg... (5 pages)View decision -
Decision Reference DRN-6091126
4 Mar 2026 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-6091126 The complaint Ms W complains that Scottish Widows Limited trading as Clerical Medical (Clerical Medical) delayed the transfer of the part of her ex-husband’s personal pension she was due to receive following a court order. She wants the transfer to be completed and any finan... (6 pages)View decision