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
-
Decision Reference DRN-5954755
11 Dec 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5954755 The complaint Mr E complains about the quality of a car he acquired under a hire purchase agreement with Blue Motor Finance Ltd (BMF). When I refer to what Mr E and BMF said or did, it should also be taken to include things said or done on their behalf. What happened In Ju... (4 pages)View decision -
Decision Reference DRN-5794133
11 Dec 2025 NHS (Scotland and North England) Credit Union Limited Not upheldConsumer CreditDRN-5794133 The complaint Miss B is complaining that NHS (Scotland and North England) Credit Union Limited trading as NHS Credit Union (“NHSCU”) lent to her irresponsibly. What happened In September 2021, Miss B applied for a loan with NHSCU, saying the purpose of it was to consolidate ... (5 pages)View decision -
Decision Reference DRN-6003571
11 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6003571 The complaint Mr R complains that Barclays Bank UK PLC trading as Tesco Bank unfairly applied additional interest and fees to his credit card account following a missed payment. What happened Mr R holds a credit card account with Tesco. The account requires him to make mont... (2 pages)View decision -
Decision Reference DRN-5964271
11 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5964271 The complaint Mr S complains about the service he received from British Gas Insurance Limited (BGIL) under a HomeCare policy when he experienced issues with his boiler. What happened Mr S held a HomeCare policy with BGIL, which covers a tenanted property that he rents out. ... (5 pages)View decision -
Decision Reference DRN-5709869
11 Dec 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5709869 The complaint Mrs P complains, with the help of a professional representative, that Zurich Assurance Ltd trading as Zurich (‘Zurich’) mis-sold her Free Standing Additional Voluntary Contribution (‘FSAVC’) plan. She says the adviser didn’t explain the differences between the ... (7 pages)View decision -
Decision Reference DRN-5997583
11 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5997583 The complaint Mr M and Miss V’s complaint is, in essence, that First Holiday Finance Ltd (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’) a... (18 pages)View decision -
Decision Reference DRN-6015641
11 Dec 2025 Allianz Insurance Plc UpheldInsuranceDRN-6015641 The complaint Mr M complains about Allianz Insurance Plc’s handling of buildings insurance claim. All references to Allianz also include its appointed agents. What happened Mr M previously made a complaint regarding Allianz’s handling of the claim. A final response letter fo... (13 pages)View decision -
Decision Reference DRN-5979455
11 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5979455 The complaint Mrs G complains that Nationwide Building Society will not refund transactions she made using her debit card. What happened Mrs G was abroad and took a taxi journey. She explained that she picked up the taxi from a taxi rank and that she was expecting the fare t... (5 pages)View decision -
Decision Reference DRN-5948973
11 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5948973 The complaint Miss W has complained that Advantage Insurance Company Limited treated her unfairly by cancelling her car insurance policy. Miss W is represented by Mr W. Any reference to Advantage includes its agents. What happened Miss W’s policy required her to have a telem... (3 pages)View decision -
Decision Reference DRN-5950518
11 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5950518 The complaint Mr M complains about the quality of a car he acquired under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). When I refer to what Mr M and/or Startline have said or did, it should also be taken to include things said or done on their... (5 pages)View decision