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-5703581
12 Aug 2025 Antares Insurance Company Limited UpheldInsuranceDRN-5703581 The complaint Mr P complains that Antares Insurance Company Limited declined to pay for treatment costs following a claim on his horse insurance policy. What happened Mr P’s horse suffered a severe wound in September 2023. He made a claim on his policy for treatment costs. T... (3 pages)View decision -
Decision Reference DRN-5748630
12 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5748630 Complaint Mr V has complained about the overdraft charges Nationwide Building Society (“Nationwide”) applied to his account. Mr V is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr V’s account were unfai... (5 pages)View decision -
Decision Reference DRN-4976145
12 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4976145 The complaint Mr O complains Aviva Life & Pensions UK Limited misled him into placing a life policy he held, into trust. He argues this isn’t what he wanted, and that the action was taken without his consent. What happened Mr O held a life cover policy with Aviva. As of... (3 pages)View decision -
Decision Reference DRN-5709081
12 Aug 2025 Lantern Debt Recovery Services Limited UpheldConsumer CreditDRN-5709081 The complaint Mr M complains Lantern Debt Recovery Services Ltd have reported a default on his credit file when he doesn’t think they should have. The borrower is also joined to this complaint, but for simplicity I’ve just referred to Mr M by name. What happened Mr M acted a... (2 pages)View decision -
Decision Reference DRN-5703324
12 Aug 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5703324 The complaint Miss G complains Lowell are asking her to repay a debt that isn’t hers. And, because they currently say it is, payments she’s making are being applied to that account, when those payments should be applied to accounts she does owe. What happened As I understand... (3 pages)View decision -
Decision Reference DRN-5254163
12 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5254163 The complaint Mrs L and the estate of Mr B’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 Mrs L and the late Mr B under Section 140A of the Consumer Credit Act 1... (4 pages)View decision -
Decision Reference DRN-5748582
12 Aug 2025 Equifax Limited Not upheldConsumer CreditDRN-5748582 The complaint Mr T is unhappy with how EQUIFAX LIMITED engaged with him about a Data Subject Access Request (DSAR) he made to them. What happened I issued my provisional findings to both parties setting out why I did not think Mr T’s complaint should be upheld, and invited ... (4 pages)View decision -
Decision Reference DRN-5693507
12 Aug 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5693507 The complaint With the help of a professional representative (PR), Mr B complains that Advantage Finance Ltd lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr B. What happened Mr B has had two Hire Purchase agreements (HP) w... (4 pages)View decision -
Decision Reference DRN-5401482
12 Aug 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5401482 The complaint Mr L, through his representative, complains that Lloyds Bank PLC lent to him irresponsibly by approving him for a finance agreement for a vehicle without carrying out the correct checks as required by regulations covering responsible lending. What happened Mr L... (3 pages)View decision -
Decision Reference DRN-5690071
12 Aug 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5690071 The complaint Ms C has complained about the way Accredited Insurance (Europe) Ltd is dealing with an escape of water (EOW) claim she made under her home insurance buildings policy. What happened In August 2023 Ms C made a claim for an EOW from an outside mains pipe at ground... (4 pages)View decision
