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 375119 results
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Decision Reference DRN-5775713
27 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5775713 The complaint Miss F complains that Nationwide Building Society lent to her irresponsibly. What happened Miss F has had a current account with Nationwide for several years. An overdraft was added to the account and later increased as follows: Date Credit limit Increase / de... (4 pages)View decision -
Decision Reference DRN-5778265
27 Aug 2025 Covea Insurance plc Not upheldInsuranceDRN-5778265 The complaint Mrs A’s complaint is about a claim she made on her Covea Insurance plc pet insurance policy. Mrs A says that Covea have treated her unfairly. What happened The background to this complaint is well known to both parties. As such I won’t repeat it here. Instead, ... (4 pages)View decision -
Decision Reference DRN-5729805
27 Aug 2025 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-5729805 The complaint Mr B complains about how Ocaso SA, Compania de Seguros y Reaseguros handled a claim he made following damage to his property. Reference to Ocaso includes its agents. What happened Mr B benefits from a buildings insurance policy as the leaseholder of a property.... (4 pages)View decision -
Decision Reference DRN-5778207
27 Aug 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5778207 The complaint Mr R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (17 pages)View decision -
Decision Reference DRN-5771813
27 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5771813 The complaint Mrs S is unhappy with what Aviva Insurance Limited did after she made claims on her legal expenses insurance policy. What happened In May 2024 Mrs S sought assistance with a claim against her neighbour. She said he wasn’t taking action to repair a boundary wall... (3 pages)View decision -
Decision Reference DRN-5521405
27 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5521405 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance was of an unsatisfactory quality. What happened The complaint circumstances are well known to both parties, so I don’t... (4 pages)View decision -
Decision Reference DRN-5745249
27 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5745249 The complaint Mrs D complains that HSBC UK Plc won’t refund money she lost when she was the victim of a job scam. Mrs D is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to... (5 pages)View decision -
Decision Reference DRN-5651302
27 Aug 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5651302 The complaint Mr B complains about a car supplied under a Personal Contract Purchase (‘PCP’) agreement, provided by CA AUTO FINANCE UK LTD (‘CA’). Mr B has been represented on this complaint, but to keep things simple I will only refer to Mr B in the decision. What happene... (4 pages)View decision -
Decision Reference DRN-5726679
27 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5726679 The complaint Mr L complains that Volkswagen Financial Services (UK) Limited (‘VWFS’), trading as Audi Financial Services, shouldn’t have paid a parking fine that was due on a car he was leasing through them. What happened Mr L took receipt of a car in September 2022. He fin... (2 pages)View decision -
Decision Reference DRN-5545816
27 Aug 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5545816 The complaint Mr K complains through a representative that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (Quid Market) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr K’s borrowing can be found below. loan number loa... (4 pages)View decision
