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-5869531
9 Oct 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5869531 The complaint Miss P complains about the quality of a vehicle she acquired through a hire purchase agreement with Blue Motor Finance Limited (“Blue Motor”). What happened Miss P entered into an agreement in August 2023 for the supply of a used car. The car was around seven y... (5 pages)View decision -
Decision Reference DRN-5577558
9 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5577558 The complaint Mrs M complains that NewDay Ltd have irresponsibly lent to her. What happened Mrs M was approved for a NewDay branded credit card in November 2020 (which I will refer to as A in this decision). A was approved with a £600 credit limit. I have detailed the credit... (6 pages)View decision -
Decision Reference DRN-5736718
9 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5736718 The complaint Mr T complains about the quality of a vehicle he acquired through a hire purchase agreement financed by Oodle Financial Services Limited (Oodle). Mr T is represented in this complaint by his solicitor. For ease of reference, I’ll refer to Mr T directly through... (5 pages)View decision -
Decision Reference DRN-5853509
9 Oct 2025 Euroins AD UpheldInsuranceDRN-5853509 The complaint Mr and Mrs B are unhappy with the way Euroins AD handled a claim made on their travel insurance policy (‘the policy’) - including delays in assessing the claim, not providing updates or providing substantive responses to their emails. All reference to Euroins ... (4 pages)View decision -
Decision Reference DRN-5586125
9 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5586125 The complaint Miss H complains Santander UK Plc (“Santander”) treated her unfairly when she was in financial difficulty and defaulted her credit card account later than it should have been defaulted. What happened Miss H has a credit card account with Santander. She also ha... (4 pages)View decision -
Decision Reference DRN-5764910
9 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5764910 The complaint Mr S complains Creation Consumer Finance Ltd (“Creation”) unfairly decreased the credit limit on his running-credit account and failed to tell him about it. What happened On 11 February 2025, Creation reduced Mr S’s credit limit from £5,000 to £200 following an... (2 pages)View decision -
Decision Reference DRN-5501706
9 Oct 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5501706 The complaint Mr R complains that St. James's Place Wealth Management Plc (SJP) gave him unsuitable advice to switch two personal pensions into an SJP retirement account. What happened Our investigator set out the background to the complaint in his recommendation letter... (4 pages)View decision -
Decision Reference DRN-5861876
9 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5861876 The complaint Mr O has complained that Aviva Life & Pensions UK Limited delayed the transfer of his pension funds and that, as a result, he’s lost out financially. What happened In April 2024, Mr O began the process of transferring two pension policies he held with Aviva... (6 pages)View decision -
Decision Reference DRN-5691036
9 Oct 2025 Antares Insurance Company Limited Not upheldInsuranceDRN-5691036 The complaint Mr G’s complaint is about a claim he made on his Antares Insurance Company Limited (‘Antares’) pet insurance policy, which was declined. Mr G says Antares treated him unfairly. In this decision all references to Antares include their claims handlers. What happe... (3 pages)View decision -
Decision Reference DRN-5871079
9 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5871079 The complaint Ms K is unhappy with the assistance provided by Aviva Insurance Limited under her travel insurance policy (‘the policy’), after she slipped and injured her ankle abroad. All reference to Aviva includes its medical assistance team. What happened The details of... (4 pages)View decision