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-5923236
5 Nov 2025 Elderbridge Limited Not upheldMortgagesDRN-5923236 The complaint Mr and Mrs J have complained about a second charge loan they have with Elderbridge Limited. They said that they have not been treated fairly and said specifically: • They had been charged too much interest between 2004 and 2007. • They had repaid the loan in Ju... (4 pages)View decision -
Decision Reference DRN-5820370
5 Nov 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5820370 The complaint Mr B’s complaint is about a claim he made on his Alwyn Insurance Company Limited (‘Alwyn’) landlord’s insurance policy, which was declined. Mr B says Alwyn treated him unfairly. What happened The details of this complaint are well known to both parties, so I wo... (2 pages)View decision -
Decision Reference DRN-5853484
5 Nov 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5853484 The complaint Ms W complains about problems she experienced after she agreed to voluntarily surrender a car she had been financing through an agreement with Marsh Finance Limited (who I’ll call MFL. What happened Ms W entered a hire purchase agreement with MFL on 28 August 2... (2 pages)View decision -
Decision Reference DRN-5793434
5 Nov 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5793434 The complaint Mrs B is unhappy that a car supplied to her under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Finance was of an unsatisfactory quality. What happened In January 2022, Mrs B was supplied with a brand-new hybrid car through ... (4 pages)View decision -
Decision Reference DRN-5928537
5 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5928537 The complaint Miss H complains NewDay Ltd (NewDay) failed to carry out proper affordability checks before it increased the credit limits on her credit card account. What happened Miss H says NewDay approved a credit card account for her in October 2020 with a limit of £600, ... (4 pages)View decision -
Decision Reference DRN-5929166
5 Nov 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5929166 The complaint Miss A complains Vanquis Bank Limited (“Vanquis”) irresponsibly lent to her. What happened In July 2023 Miss A applied for a loan with Vanquis. The application was approved and she was provided a loan for £2,000 to be repaid over 36 months with a monthly repay... (3 pages)View decision -
Decision Reference DRN-5689842
5 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5689842 The complaint Mrs B’s complained that Aviva Life & Pensions UK Limited unfairly declined the claim she made on her employer group policy after her husband was diagnosed with a rare form of blood cancer. What happened Mrs B’s employer offers its employees the benefit of a... (3 pages)View decision -
Decision Reference DRN-5816552
5 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5816552 The complaint Mr and Mrs C are the trustees of a Pension Plan Small Self-Administer Scheme set up under trust (which I’ll refer to as the ‘SSAS’). They complain that Lloyds Bank PLC won’t refund the money the SSAS lost when it was the victim of what Mr and Mrs C feel was a s... (6 pages)View decision -
Decision Reference DRN-5837369
5 Nov 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5837369 The complaint Miss B complains that Everyday Lending Limited, trading as Everyday Loans (‘Everyday Loans’) irresponsibly gave her a loan that she couldn’t afford. What happened In November 2023, Miss B applied for and was accepted for a loan by way of a fixed sum loan agree... (3 pages)View decision -
Decision Reference DRN-5803799
5 Nov 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5803799 The complaint Mrs C is unhappy with delays in providing information requested by her representative about her pension policies with Scottish Widows Limited. And Scottish Widows has also said it can’t produce some of the information requested. What happened Mrs C held a numb... (4 pages)View decision