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 4777 results
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Decision Reference DRN4213686
20 Nov 2015 Barclays Bank Plc UpheldBanking and creditMr M complains that Barclays Bank Plc took advantage of him and encouraged him to take a loan he could not afford. backgroundMr M took a loan of £15,000 from Barclays. He says that the loan offer was automatically applied to his account by Barclays, without any prior... (3 pages)View decision -
Decision Reference DRN-6016557
30 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-6016557 The complaint Mr K has complained about the way his motor insurer, Aviva Insurance Limited trading as Quotemehappy.com (‘Aviva’), has been progressing a claim he made on his policy after a third party reversed into his vehicle. What happened In December 2024, Mr K was invol... (3 pages)View decision -
Decision Reference DRN-3145628
6 Jan 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3145628 The complaint Mr M complains that a car he acquired on finance from Moneybarn No. 1 Limited was not of satisfactory quality. What happened In February 2021 Mr M entered into a four-year conditional sale agreement with Moneybarn. The agreement recorded that the car which was the... (3 pages)View decision -
Decision Reference DRN-5359688
27 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5359688 The complaint Mr S has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited (Stellantis). What happened Stellantis supplied Mr S with a used car on a hire purchase agreement in March 2022. The cash price of the car was £23,00... (4 pages)View decision -
Decision Reference DRN-4543710
1 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4543710 The complaint Mr G has complained about the way Admiral Insurance (Gibraltar) Limited dealt with his claim for repairs under his car insurance policy. What happened In June 2022 Mr G was involved in a car incident involving another vehicle that left the scene. Mr G wasn’t able ... (4 pages)View decision -
Decision Reference DRN-4488829
23 Feb 2024 Equifax Limited UpheldConsumer CreditDRN-4488829 The complaint Ms M complains that EQUIFAX LIMITED (Equifax) failed to amend incorrect information on her credit file within a reasonable timeframe. What happened Ms M signed up to a free trial with Equifax to check her credit score in April 2022. She found two things that were ... (4 pages)View decision -
Decision Reference DRN7950655
29 Mar 2016 esure Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that esure Insurance Limited settled a third party’s claim against his motor insurance policy.backgroundIn January 2015, a third party made a claim against Mr A’s policy. The third party said that Mr A had damaged her car. She had a statement from ... (4 pages)View decision -
Decision Reference DRN-4996936
7 Sep 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4996936 The complaint Mr T complains Yorkshire Building Society (“YBS”): - discriminated against him and failed to make reasonable adjustments as required by the Equality Act 2010 due to his disability - has failed to communicate effectively when it stopped sending monthly statemen... (14 pages)View decision -
Decision Reference DRN-4500696
29 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4500696 The complaint Mrs N complains that a chargeback she raised with Nationwide Building Society (“NBS”) wasn’t successful. She says she followed NBS’ advice, but she’s not received the refund she’s entitled to. Mrs N is represented in her complaint. For ease of reading, any referen... (5 pages)View decision -
Decision Reference DRN-4887037
6 Aug 2024 Ageas Insurance Limited UpheldInsuranceDRN-4887037 The complaint Mr P complains that Ageas Insurance Limited (‘Ageas’) mishandled his claim on a motor insurance policy. What happened Mr P lives on an island that is a Crown Dependency. The subject matter of the claim and the complaint is a sporty diesel hatchback made by a ... (3 pages)View decision