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-5922213
12 Dec 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5922213 The complaint Mr S complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved her credit card application. What happened Mr S applied for a 118 118 Money credit card in August 2024. In his application, Mr S said he was earning £2,239 a... (2 pages)View decision -
Decision Reference DRN-5956814
12 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5956814 The complaint Mrs E complains about the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) dealt with her claim for a refund. Mrs E has been represented throughout this complaint. Any references to Mrs E will include information and evidenc... (2 pages)View decision -
Decision Reference DRN-5540953
12 Dec 2025 ReAssure Life Limited Not upheldInsuranceDRN-5540953 The complaint Mr and Mrs T complain about the way ReAssure Life Limited managed their reviewable whole of life policy. They complain about the magnitude of the changes required at the 2024 review, the low surrender value, the magnitude of the projected changes and the fact t... (4 pages)View decision -
Decision Reference DRN-5751917
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5751917 The complaint Mr A complains Lloyds Bank PLC won’t refund direct debit payments taken from his account which he says he did not authorise. What happened In November 2024, Mr A reported a number of direct debit payments to a telecommunications company that had been taken fro... (3 pages)View decision -
Decision Reference DRN-5106797
12 Dec 2025 Phoenix Life Limited Not upheldInsuranceDRN-5106797 The complaint Mrs S and Mr S complain about Phoenix Life Limited’s management of their reviewable whole of life policy. They complain that Phoenix Life Limited didn’t review their policy properly and failed to let them know at an earlier stage that the policy required change... (5 pages)View decision -
Decision Reference DRN-5607019
12 Dec 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5607019 The complaint Mrs G complains that insurance policies sold alongside a car supplied under a conditional sale agreement with Hyundai Capital UK Limited trading as Kia Finance (Kia) weren’t provided. This complaint has been referred to this service by a representative on Mrs ... (5 pages)View decision -
Decision Reference DRN-6017097
12 Dec 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-6017097 The complaint Mr L is unhappy Sainsbury’s Bank Plc hasn’t honoured a promotional offer when he took out a Pet Insurance policy. What happened In November 2024 Mr L said he saw an advert which explained he could receive loyalty card points and a pet hamper if he took out pet ... (2 pages)View decision -
Decision Reference DRN-6017190
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6017190 The complaint Mr T and Ms H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (13 pages)View decision -
Decision Reference DRN-6017165
12 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-6017165 The complaint Miss T complains that Advantage Insurance Company Limited unfairly found her liable for an accident she doesn't think was her fault. Miss T’s policy is branded in the name of the insurance intermediary that administers it. But Advantage is the policy under... (4 pages)View decision -
Decision Reference DRN-5700658
12 Dec 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5700658 The complaint Miss P complains that Go Car Credit Limited irresponsibly provided her with an unaffordable regulated hire purchase agreement. Miss P’s complaint has been brought by a professional representative, but for ease I’ve referred to all submissions as though they ar... (3 pages)View decision