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 366763 results
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Decision Reference DRN-5553646
12 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5553646 The complaint Mr G complains that Tesco Personal Finance Limited trading as Tesco Bank lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set ou... (3 pages)View decision -
Decision Reference DRN-5524297
12 May 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5524297 The complaint Mr B has complained about the way Sabre Insurance Company Limited trading as Insure2Drive (Sabre) handled an enquiry he made under his car insurance policy following an incident. Sabre recorded a claim under Mr B’s car insurance policy. What happened In August ... (3 pages)View decision -
Decision Reference DRN-5541266
12 May 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5541266 The complaint Mr W has complained that Marshmallow Insurance Limited cancelled his motor insurance policy. What happened The background to this complaint is well known to the parties. In summary Marshmallow cancelled Mr W’s insurance policy and declined his claim when he no... (3 pages)View decision -
Decision Reference DRN-5147103
12 May 2025 Fractional Investments Ltd Not upheldConsumer CreditDRN-5147103 The complaint Mr T has complained about a loan that he took out with Fractional Investment Ltd (“FI”) to pay for a timeshare membership. What happened In 2017, Mr and Mrs T took out a timeshare membership from a timeshare supplier (“the Supplier”) costing £600, paid for usin... (2 pages)View decision -
Decision Reference DRN-5543248
12 May 2025 Santander UK Plc UpheldMortgagesDRN-5543248 The complaint Mr A complains that Santander incorrectly applied a fixed-interest rate product to his mortgage account instead of the base rate tracker product he had applied for and accepted. What happened Mr A approached a broker (Broker 1) to arrange a remortgage on his ex... (6 pages)View decision -
Decision Reference DRN-5553186
12 May 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5553186 The complaint Mr K complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I s... (4 pages)View decision -
Decision Reference DRN-5129090
12 May 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5129090 The complaint Miss C complains about a car supplied to her using a hire purchase agreement taken out with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”). What happened Miss C referred a complaint to us along with her representative. As... (4 pages)View decision -
Decision Reference DRN-5539344
12 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5539344 The complaint Miss H complains NewDay Ltd trading as Pulse (“NewDay”) irresponsibly lent her a credit card and increased the credit limit on a number of occasions without completing sufficient checks. Miss H is being represented by a professional third party, but for ease o... (3 pages)View decision -
Decision Reference DRN-5410298
12 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5410298 The complaint Mrs S has complained about the way Admiral Insurance (Gibraltar) Limited intends to settle a claim under her car insurance policy. Mrs S has made previous complaints to Admiral about the sale of the policy, and about its decision to cancel the policy and recove... (3 pages)View decision -
Decision Reference DRN-5465810
12 May 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5465810 The complaint Mr B complains that Zopa Bank Limited sold a disputed debt to a third party debt collection agency (DCA) resulting in inaccurate adverse information on his credit file. What happened On 19 August 2019, Mr B took out a two-year £6,000 loan from Zopa, for which ... (3 pages)View decision
