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 374385 results
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Decision Reference DRN-5577610
12 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5577610 The complaint Mr R complains about the quality of a car he has been financing through an agreement with Moneybarn No. 1 Limited (‘Moneybarn’). What happened Mr R took receipt of a used car in September 2024. He financed the deal through a conditional sale agreement with Mone... (2 pages)View decision -
Decision Reference DRN-5689683
12 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5689683 The complaint Mrs M on behalf of the executors of the late Mrs E’s estate complains about the service received by Clydesdale Bank Plc trading as Virgin Money (“VM”) when dealing with the administration of Mrs E’s accounts held with it. In particular, Mrs M believes VM has sh... (3 pages)View decision -
Decision Reference DRN-5747118
12 Aug 2025 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-5747118 The complaint Miss T complains that Home Retail Group Card Services Limited trading as Argos Card irresponsibly lent to her. What happened Miss T was approved for an Argos card in December 2019, with a credit limit of £200. Miss T says this was irresponsibly lent to her. Mis... (3 pages)View decision -
Decision Reference DRN-5374991
12 Aug 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5374991 The complaint Mrs F is unhappy that a car supplied to her under a hire agreement with Stellantis Financial Services UK Limited trading as Free2Move was of an unsatisfactory quality. What happened In April 2021, Mrs F was supplied with a new car through a hire agreement with... (3 pages)View decision -
Decision Reference DRN-5437951
12 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5437951 The complaint Mr B complains about the way U K Insurance Limited (UKI) handled a water damage claim under a landlords insurance policy. Reference to UKI include its agents. What happened The details of this complaint are well-known to the parties, so I won’t repeat them. In... (3 pages)View decision -
Decision Reference DRN-5551464
12 Aug 2025 Calderdale Credit Union Limited Not upheldConsumer CreditDRN-5551464 The complaint Miss R is complaining that Calderdale Credit Union Limited (CCU) lent to her irresponsibly by providing her with a personal loan. Miss R is represented in her complaint but for ease I’ve written as if we’ve dealt with her directly throughout. What happened In S... (3 pages)View decision -
Decision Reference DRN-5441892
12 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5441892 The complaint Mrs B complains Hargreaves Lansdown Asset Management Limited (‘HLAM’) gave her an inaccurate consolidated tax certificate. She said the caused her to be at risk of being penalised by HMRC for declaring incorrect information. In making this complaint Mrs B had t... (4 pages)View decision -
Decision Reference DRN-5542581
12 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5542581 The complaint Mr W complains that Vanquis Bank Limited irresponsibly lent to him. Mr W 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 W himself. W... (2 pages)View decision -
Decision Reference DRN-5699235
12 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5699235 Complaint Mr H complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In October 2016... (3 pages)View decision -
Decision Reference DRN-5748680
12 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5748680 The complaint Mr H and Mr W complain about the way AXA Insurance UK Plc handled a claim they made on their landlord insurance policy. As Mr H has been the main correspondent for the claim and complaint, I’ve only referred to him in this decision. What happened There was an ... (4 pages)View decision
