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 391431 results
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Decision Reference DRN-6009940
27 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6009940 The complaint Mr B has complained about Liverpool Victoria Insurance Company Limited (LV)’s decision to settle a claim as a fault claim under his car insurance policy. What happened LV received a claim from a pedestrian who said while Mr B was reversing his car, he struck he... (2 pages)View decision -
Decision Reference DRN-5961556
27 Jan 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5961556 The complaint Mr M complains that Oodle Financial Services Limited, trading as Oodle Car Finance (who I’ll call Oodle) wouldn’t accept his offer to pay £300-400 towards his account balance. What happened The detailed background to this complaint is well known to both parties... (2 pages)View decision -
Decision Reference DRN-5979987
27 Jan 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5979987 The complaint Mr S complains that Scottish Equitable Plc trading as Aegon (“Aegon”) treated him unfairly when it concluded a transfer he had proposed, of his pension savings to a Qualifying Recognised Overseas Pension Scheme (“QROPS”), would be subject to an overseas transfe... (3 pages)View decision -
Decision Reference DRN-5991687
27 Jan 2026 EE Limited UpheldConsumer CreditDRN-5991687 The complaint Miss H has complained EE Limited (EE) acted unfairly when declining her request to reject a phone. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolvin... (7 pages)View decision -
Decision Reference DRN-6011726
27 Jan 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-6011726 The complaint Mr C complains about a hire purchase agreement he took out with Toyota Financial Services (UK) PLC trading as Toyota Financial Services (TFS) to fund the cost of a new car. Mr C complains about being missold the finance agreement and amongst other things, …unco... (3 pages)View decision -
Decision Reference DRN-6100172
27 Jan 2026 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-6100172 The complaint Mr R complains that Somerset Bridge Insurance Services Limited trading as Go Skippy (Somerset Bridge) mis-sold a motor insurance policy to him. He also complained that it sought to recover an outstanding balance from him after he cancelled the policy. What happ... (3 pages)View decision -
Decision Reference DRN-6105520
27 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6105520 The complaint Mr H is unhappy with the customer service he received from Nationwide Building Society. What happened Mr H rang Nationwide on 4 April 2025. He said he wanted to deposit money into his Nationwide account from an account he held with a different provider, using h... (3 pages)View decision -
Decision Reference DRN-6107280
27 Jan 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-6107280 The complaint Mr R complains that SECURE TRUST BANK PUBLIC LIMITED COMPANY, trading as V12 Vehicle Finance, irresponsibly lent to him. What happened Mr R took out a hire purchase agreement, with V12, for a car in June 2023. The cash price of the car was £15,999; Mr R paid a... (4 pages)View decision -
Decision Reference DRN-6061147
27 Jan 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-6061147 The complaint Mrs T has complained that Scottish Equitable Plc, trading as Aegon, has prevented her from accessing her pension benefits for a number of years. What happened The investigator who considered this matter set out the background to the complaint in his assessment ... (3 pages)View decision -
Decision Reference DRN-5837423
27 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5837423 The complaint Mr D complains that Clydesdale Bank Plc (trading as Virgin Money) cancelled the instalment plans on his credit card. What happened Mr D says he had set up instalment plans on his Virgin Money credit card to keep his monthly repayments affordable at £143. He sa... (3 pages)View decision