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 393318 results
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Decision Reference DRN-5949441
17 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5949441 The complaint Mr and Mrs H say Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined their claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor- debtor relationship with Shawbrook was unfair to them under section 140A of the CCA. W... (3 pages)View decision -
Decision Reference DRN-5827272
17 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5827272 The complaint Mr D complains that NewDay Ltd didn’t carry out appropriate affordability checks and lent to him irresponsibly when it increased credit limits on his three credit card accounts. What happened The detailed background to this complaint is well known to both parti... (3 pages)View decision -
Decision Reference DRN-5751818
17 Nov 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5751818 The complaint Mr D complains that a hire purchase agreement with FirstRand Bank Limited, trading as Motonovo Finance, under which a car was supplied to him, was unaffordable and that it lent to him irresponsibly. Mr D is being represented by a legal adviser. What happened A ... (2 pages)View decision -
Decision Reference DRN-5726992
17 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5726992 The complaint Ms C complains that Aviva Insurance Limited (“Aviva”) mishandled her claim on her motor insurance policy. What happened Ms C was a learner driver with a provisional driving licence. So she could only drive on UK roads if she had a supervising driver with her. ... (3 pages)View decision -
Decision Reference DRN-5938051
17 Nov 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5938051 The complaint Mr and Mrs H have complained that Red Sands Insurance Company (Europe) Limited (“Red Sands”) unfairly declined their claim for an inconsistency in the tint of their conservatory roof panes, and also caused delays in the claim. What happened In September 2024, M... (3 pages)View decision -
Decision Reference DRN-5895453
17 Nov 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5895453 The complaint Miss C complains that Watford Insurance Company Europe Limited declined her claim on her motor insurance policy following the theft of her car. She wants it to indemnify her claim and reimburse her costs. What happened Miss C’s partner took her car without her... (4 pages)View decision -
Decision Reference DRN-5738288
17 Nov 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5738288 The complaint Ms K complains that a loan from Oakbrook Finance Limited, trading as Oakbrook Loans, is unaffordable for her and that it lent to her irresponsibly. What happened Ms K entered into a fixed sum loan agreement with Oakbrook Loans in December 2023 for a loan of £1,... (4 pages)View decision -
Decision Reference DRN-5639839
17 Nov 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5639839 The complaint In 1993 Mr H was advised by United Friendly Insurance, now The Royal London Mutual Insurance Society Limited (‘Royal London’), to transfer his Defined Benefits Pension (‘DBP’) to a personal pension. In 1999 he had the transfer assessed under United Friendly’s p... (4 pages)View decision -
Decision Reference DRN-5943013
17 Nov 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5943013 The complaint Mr S complains that a van that was supplied to him under a hire purchase agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. His wife is also involved with his complaint. What happened A used van was supplied to Mr S under a hire purchase ... (5 pages)View decision -
Decision Reference DRN-5870885
17 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5870885 The complaint Mr and Mrs S’s complaint is, in essence, that First Holiday Finance Ltd (“FHF”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under s.140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and (2) deciding agai... (9 pages)View decision