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 393318 results
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Decision Reference DRN-5852111
1 Oct 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5852111 The complaint Mr S complains Tesco Underwriting Limited (Tesco) unfairly recorded a claim on his motor insurance policy as fault and this was affecting his insurance premiums. What happened In May 2024 Mr S was involved in a collision with a third-party vehicle. He reported... (4 pages)View decision -
Decision Reference DRN-5849248
1 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5849248 The complaint Mr V complains that Ageas Insurance Limited (“Ageas”) asked him to pay an increased premium shortly after renewal, and then cancelled his motor insurance policy when he didn’t pay the increased premium it asked for. What happened Mr V had a car insurance policy... (4 pages)View decision -
Decision Reference DRN-5795476
1 Oct 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5795476 The complaint Messrs M and Mrs M complain about a claim they made on their ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy. Messrs M and Mrs M say that ARAG treated them unfairly. In this complaint all references to ARAG include their c... (3 pages)View decision -
Decision Reference DRN-5642772
1 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5642772 The complaint Mr M complains that NewDay Ltd trading as Fluid have irresponsibly lent to him. Mr M 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 Mr ... (3 pages)View decision -
Decision Reference DRN-5631707
1 Oct 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5631707 The complaint Mr B complains that Western Circle Ltd trading as Pay Day Bad Credit (“Western Circle”) lent to him when he could not afford to repay it. What happened Mr B took one loan from Western Circle. It was for £1,000 in January 2025 over a six month repayment term and... (3 pages)View decision -
Decision Reference DRN-5842468
1 Oct 2025 Black Horse Limited UpheldConsumer CreditDRN-5842468 The complaint Mr M is unhappy that a van supplied to him under a hire purchase agreement with Black Horse Limited was misrepresented at the point of supply. What happened In March 2024, Mr M was supplied with a used van through a hire purchase agreement with Black Horse. He... (6 pages)View decision -
Decision Reference DRN-5436373
1 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5436373 The complaint Mr O complains that Santander UK Plc (“Santander”) unfairly lodged a marker against him with a fraud prevention agency and racially profiled him whilst visiting a branch. What happened Mr O explained that towards the end of 2020, he was sent £200. In early 2021... (5 pages)View decision -
Decision Reference DRN-5692452
1 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5692452 The complaint Ms C complains that Vanquis Bank Limited have irresponsibly lent to her. Ms C is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms C herself. What ... (4 pages)View decision -
Decision Reference DRN-5852016
1 Oct 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5852016 The complaint Miss A complains about a car supplied under a hire purchase agreement, provided by RCI Financial Services Limited trading as Nissan Financial Services (‘RCI’). What happened Around April 2023 Miss A acquired a car (‘car X’) under a hire purchase agreement with... (5 pages)View decision -
Decision Reference DRN-5692879
1 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5692879 The complaint Mr C complains that when he claimed on his pet insurance policy, U K Insurance Limited trading as Direct Line Insurance policies (“UKI”) treated the issue as a continuation of an existing condition, not a new condition. What happened Mr C has had a pet insuranc... (3 pages)View decision