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 375868 results
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Decision Reference DRN-5238821
3 Sep 2025 AEGON INVESTMENT SOLUTIONS LTD. Not upheldInvestmentsDRN-5238821 The complaint Ms W complains that AEGON INVESTMENT SOLUTIONS LTD (Aegon) provided an incorrect tax voucher, which she relied on for her tax return. She also complains about the level of customer service provided by Aegon in investigating and resolving this error. What happen... (4 pages)View decision -
Decision Reference DRN-5678932
3 Sep 2025 Bamboo Limited Not upheldConsumer CreditDRN-5678932 The complaint Miss C complains that Bamboo Limited trading as Bamboo Loans was irresponsible in its lending to her. She wants all interest and charges paid on her first loan refunded and all interest and charges removed from her second loan and an affordable repayment plan s... (4 pages)View decision -
Decision Reference DRN-5794479
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5794479 The complaint Mrs D complains that NewDay Ltd trading as BIP have irresponsibly lent to her. Mrs D is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs... (4 pages)View decision -
Decision Reference DRN-5565319
3 Sep 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5565319 The complaint Mr J complains about the issues he experienced in changing his Direct Debit (DD) date and about the support he received from Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn) when he was in financial hardship. When I refer to what Mr J and/or Moneybarn ... (6 pages)View decision -
Decision Reference DRN-5625300
3 Sep 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5625300 The complaint Mr B complains that Sainsbury's Bank Plc won’t write off the balance of a loan account he took out with it. Mr B is being represented in bringing his complaint by members of his family, however for ease of reading, I’ll refer to any submissions made by th... (3 pages)View decision -
Decision Reference DRN-5674309
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5674309 The complaint Mr T complains that Monzo Bank Ltd did not handle his claim in respect of faulty goods properly. What happened In September 2023 Mr T ordered an electrical item online at a cost of £799 using his Monzo credit card. Mr T encountered some issues with the item in ... (4 pages)View decision -
Decision Reference DRN-5483583
3 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5483583 The complaint Miss R is unhappy with the quality of a car financed with Oodle Financial Services Limited using a hire purchase agreement. What happened In March 2024, Miss R entered into a hire purchase with Oodle for a used car. The car was around 10 years old and had been ... (3 pages)View decision -
Decision Reference DRN-5793479
3 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5793479 The complaint Mr B complains about the way Admiral Insurance (Gibraltar) Limited (Admiral) handled the claim he made under his motor insurance policy and its decision to decline his claim. What happened The circumstances of this complaint will be well known to both parties a... (6 pages)View decision -
Decision Reference DRN-5733982
3 Sep 2025 Equifax Limited Not upheldConsumer CreditDRN-5733982 The complaint Mr P complains Equifax Limited allowed a disputed Q marker to reappear on his credit file four years after he initially disputed it. What happened As I understand it Mr P noticed a ‘Q’ marker on his credit file and disputed it. On 27 July 2020 Equifax raised th... (4 pages)View decision -
Decision Reference DRN-5465730
3 Sep 2025 Vitality Health Limited Not upheldInsuranceDRN-5465730 The complaint Mr L complains about a claim he made on his private medical insurance policy with Vitality Health Limited. What happened Briefly, Mr L had a business healthcare plan with Vitality. In late August 2024 he made a claim for ankle surgery which Vitality went on to ... (3 pages)View decision
