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 400695 results
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Decision Reference DRN-5670610
7 Nov 2025 A-Plan Holdings Not upheldInsuranceDRN-5670610 The complaint Mr L’s complaint is about A-PLAN HOLDINGS trading as Howden’s sale of a commercial motor insurance policy. What happened Mr L took out a commercial motor insurance policy through Howden in 2023 for his work van. The cover included additional optional legal expe... (4 pages)View decision -
Decision Reference DRN-5931390
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5931390 The complaint Mr U complaints that NewDay Ltd trading as Aqua gave him a credit card and subsequent limit increases he couldn’t afford to repay. What happened In March 2024 Aqua gave Mr U a credit card with a limit of £1,200. This was increased to £2,450 in July 2024 and it ... (4 pages)View decision -
Decision Reference DRN-5718322
7 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5718322 The complaint Miss D and Mrs D complain about how Advantage Insurance Company Limited (“Advantage”) cancelled their motor insurance policy when it received new information about Mrs D’s claims history. What happened Miss D had a car insurance policy with Advantage. She arran... (4 pages)View decision -
Decision Reference DRN-5546609
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5546609 The complaint Mrs H complains that Nationwide Building Society’s introduction to a third-party law firm, led to the mis-sale of a family trust resulting in emotional strain and she’s had to employ solicitors to rewrite her will, and amend the deeds and trust at her personal ... (3 pages)View decision -
Decision Reference DRN-5884065
7 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5884065 The complaint Miss S complains that Black Horse Limited (Black Horse) failed to collect a car she was financing through an agreement with them. What happened In November 2020 Miss S entered into a hire purchase agreement with Black Horse to fund a new car. The car was due to... (2 pages)View decision -
Decision Reference DRN-5935310
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5935310 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly provided him with a credit card. Mr W is supported in bringing this complaint by a representative. But for ease of reading, I’ll refer to actions and submissions as being those of Mr W himself. What... (5 pages)View decision -
Decision Reference DRN-5935566
7 Nov 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5935566 The complaint Miss H complains Specialist Motor Finance Limited (SMFL) failed to carry out adequate affordability checks prior to approving her for lending she says was unaffordable. Miss H also complains SMFL failed to take measures to alleviate her financial position when ... (6 pages)View decision -
Decision Reference DRN-5744683
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5744683 The complaint Mr P complains that Barclays Bank UK PLC didn’t do enough to protect his money when he fell victim to a sophisticated scam. Mr P wants his losses refunded along with 8% interest and £300 compensation for the upset he has been caused. Mr P is represented by a th... (4 pages)View decision -
Decision Reference DRN-5381726
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5381726 The complaint Mr and Mrs P complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost as a result of what they believe was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mr and Mrs P bring their complaint with the assistance of... (4 pages)View decision -
Decision Reference DRN-5749620
7 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5749620 The complaint M and Mr M and Mrs M complain about errors made by U K Insurance Limited when setting up their landlord insurance policies. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr M and Mrs M a... (3 pages)View decision