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 401363 results
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Decision Reference DRN-5803155
15 Dec 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5803155 Complaint Mr M has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that it ought to have known the loan was unaffordable and so shouldn’t have provided it to him. Background 118 118 Money provided Mr M with a loan for £1,5... (3 pages)View decision -
Decision Reference DRN-5775770
15 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5775770 Complaint Miss V complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into conditional sale agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and this led to... (5 pages)View decision -
Decision Reference DRN-5831252
15 Dec 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5831252 Complaint Miss H has complained that Marks & Spencer Financial Services Plc (trading as “M&S Bank”) irresponsibly provided a credit card and limit increase to her. She says that the credit card was unaffordable and created ongoing difficulty. Background In July 2017... (6 pages)View decision -
Decision Reference DRN-5786136
15 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5786136 Complaint Mr D complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time. Background In May 2023, SMF provided... (4 pages)View decision -
Decision Reference DRN-5986098
15 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5986098 Complaint Mr G has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his current account. He’s effectively said that the overdraft was unaffordable and so he shouldn’t have been provided with it. Therefore, the cha... (6 pages)View decision -
Decision Reference DRN-5954414
15 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5954414 Complaint Mrs C has complained about a credit account PayPal UK Ltd (“PayPal”) provided to her. She says that she shouldn’t have been approved for the finance given the credit she already had. The account was provided by a previous firm associated with PayPal and for ease o... (3 pages)View decision -
Decision Reference DRN-5912828
14 Dec 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5912828 The complaint This complaint is made by a small business, which I’ll refer to hereafter as ‘H’. H is represented in bringing this complaint by an independent insurance broker. H says that Legal and General Assurance Society (‘L&G’) Limited has dealt unreasonably with th... (6 pages)View decision -
Decision Reference DRN-5600420
14 Dec 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5600420 The complaint Mr P has complained that, with regard to a car he acquired using a hire-purchase agreement with Oodle Financial Services Limited, trading as Oodle Car Finance (“Oodle”), Oodle didn’t make reasonable adjustments for his health needs when dealing with arrears on ... (4 pages)View decision -
Decision Reference DRN-6019596
14 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-6019596 The complaint Ms L has complained about the way AXA Insurance UK Plc (“AXA”) has handled a claim she made under her PrimeLet home insurance policy, in relation to subsidence damage at an HMO she owns. Any references to AXA in this decision include its appointed agents. What ... (4 pages)View decision -
Decision Reference DRN-6019704
13 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-6019704 The complaint Mr H complains that Aviva Insurance Limited trading as Quotemehappy.com avoided his motor insurance policy and refused to pay his claim. What happened Mr H took out a motor insurance policy in September 2024 with Aviva through a price comparison website. In Jan... (4 pages)View decision