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 130193 results
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Decision Reference DRN-6012925
12 Feb 2026 Oakbrook Finance Limited UpheldConsumer CreditDRN-6012925 The complaint OAKBROOK FINANCE LIMITED trading as Finio Loans (‘Oakbrook’) provided Mr W with two loans: • Loan one in June 2021 for £1,000. This was due to be repaid in 12 monthly instalments of around £91. • Loan two in May 2025 for £2,500, for the purpose of a wedding. T... (3 pages)View decision -
Decision Reference DRN-6137707
12 Feb 2026 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-6137707 The complaint The estate of Mr R complains that Aviva Life & Pensions UK Limited hasn’t settled a claim on two life insurance policies. What happened The estate of Mr R made a claim on the policies. Aviva said that the claims couldn’t be settled as they needed a ‘letter ... (2 pages)View decision -
Decision Reference DRN-5976400
12 Feb 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5976400 The complaint Mrs W complains that Stellantis Financial Services UK Limited trading as Vauxhall Finance (who I’ll call ‘SFS’) were unreasonable and didn’t offer sufficient support when she was struggling to meet payments on her finance agreement. What happened The detailed b... (3 pages)View decision -
Decision Reference DRN-6147783
11 Feb 2026 Blue Motor Finance Ltd UpheldConsumer CreditDRN-6147783 The complaint Mr T is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (Blue Motor) was of an unsatisfactory quality. What happened In May 2025 Mr T was supplied with a used car through a hire purchase agreement with Blue Motor. ... (4 pages)View decision -
Decision Reference DRN-5973637
11 Feb 2026 Haven Insurance Company Limited UpheldInsuranceDRN-5973637 The complaint Mr S complains that Haven Insurance Company Limited (Haven) didn’t carry out adequate repairs to his car when he made a claim on a motor insurance policy. The repairs which are the subject of this complaint were carried out by one of Haven’s authorised repairer... (3 pages)View decision -
Decision Reference DRN-5785612
11 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5785612 The complaint Mr and Mrs I complain that Liverpool Victoria Insurance Company Limited (LV) declined their home insurance claim LV is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As LV has accepted it is accountab... (5 pages)View decision -
Decision Reference DRN-5936998
11 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5936998 The complaint Miss S complains Santander UK Plc treated her unfairly when it blocked and closed her account and withheld her account balance, and when dealing with her complaint. What happened The details of this complaint are well-known to the parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-6146154
11 Feb 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6146154 The complaint Ms M is unhappy with how Barclays Bank UK PLC have engaged with her in relation to two loan accounts, and the overdraft on her current account. What happened In mid-July 2024 Ms M let Barclays know her circumstances had changed meaning she was unable to work a... (6 pages)View decision -
Decision Reference DRN-5507674
11 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5507674 The complaint Miss F complains that Revolut Ltd won’t reimburse funds she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. On 18 February 2025, Miss F received a call on her mobile telep... (4 pages)View decision -
Decision Reference DRN-6138793
11 Feb 2026 Nationwide Building Society UpheldConsumer CreditDRN-6138793 The complaint Mrs O says Nationwide Building Society irresponsibly lent to her. What happened Mrs O took out two loans from Nationwide. The first, in February 2022, was for £10,000 over 36 months with monthly repayments of £335.64. The second, in September 2024, was a top- u... (3 pages)View decision