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 380824 results
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Decision Reference DRN-5832651
14 Oct 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5832651 The complaint Miss P has complained that Sainsbury’s Bank plc trading as Sainsbury’s Finance provided incorrect information to her which led to her paying a higher renewal insurance premium than agreed under her home insurance policy. What happened Miss P bought a home insur... (6 pages)View decision -
Decision Reference DRN-5813410
14 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5813410 The complaint Mr J complains AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘AMEX’) unfairly forfeited reward points on his credit card. What happened Around September 2017 Mr J took out a credit card with AMEX. Mr J’s card was then suspended in September 2024 following an accou... (3 pages)View decision -
Decision Reference DRN-5880672
14 Oct 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5880672 The complaint X complains that Vanquis Bank Limited lent irresponsibly when it approved their credit card application and later increased the limit. What happened The background to this complaint and my initial conclusion were set out in a provisional decision. I said: X ap... (5 pages)View decision -
Decision Reference DRN-5583387
14 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5583387 The complaint Mr E complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) irresponsibly lent because it did not carry out reasonable and proportionate checks to ensure he could sustainably afford the repayments. What happened Mr E entered into a hir... (4 pages)View decision -
Decision Reference DRN-5827026
14 Oct 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5827026 The complaint Mrs M complained that Highway Insurance Company Limited (“Highway”) unfairly declined her claim for storm damage, under her home buildings insurance policy. What happened Mrs M said that after the named storm Babet in October 2023 damage was caused to both chi... (4 pages)View decision -
Decision Reference DRN-5601457
14 Oct 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5601457 The complaint Mr C complains that Moneybarn No.1 Limited loaded a CIFAS fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Moneybarn supplied Mr C with a used vehicle on a ... (4 pages)View decision -
Decision Reference DRN-5879837
14 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5879837 The complaint Mx C complained that Advantage Insurance Company Limited unfairly cancelled their car insurance policy. All reference to the insurer Advantage in my decision includes its agents. What happened Mx C bought a car insurance policy with the insurer Advantage in Nov... (3 pages)View decision -
Decision Reference DRN-5635109
14 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5635109 The complaint Ms D complains that Shop Direct Finance Company Limited trading as Very (SDFC) acted irresponsibly by agreeing to a revolving credit facility and subsequent credit limit increases. What happened In November 2020 Ms D applied for a revolving credit facility with... (4 pages)View decision -
Decision Reference DRN-5597561
14 Oct 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5597561 The complaint Mrs B has complained that Scottish Equitable Plc trading as Aegon (‘Aegon’) hasn’t applied her pension contributions since April 2024. These contributions are made through her employer as she is a member of her employer’s group personal pension (‘GPP’). Mrs B s... (7 pages)View decision -
Decision Reference DRN-5880551
14 Oct 2025 esure Insurance Limited UpheldInsuranceDRN-5880551 The complaint Mr Y has complained about the amount esure Insurance Limited has paid in settlement of his claim under his car insurance policy. What happened Mr Y’s vehicle was stolen in January 2025 and he made a claim under his policy. esure asked him to provide certain do... (6 pages)View decision
