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 381194 results
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Decision Reference DRN-5025115
26 Mar 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5025115 The complaint Mr C complains that a car he acquired under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (“Northridge Finance”) wasn’t of satisfactory quality. He also complains about the administration of his agreement. Mr C is being rep... (3 pages)View decision -
Decision Reference DRN-5373753
26 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5373753 The complaint Mr O complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for a Fluid credit card in August 2022. In his application, Mr O said he was employ... (3 pages)View decision -
Decision Reference DRN-5428762
26 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5428762 The complaint Mr C complains about the quality of a car he acquired under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (LRFS). When I refer to what Mr C has said and what LRFS have said, it should also be taken to include thing... (7 pages)View decision -
Decision Reference DRN-5428904
26 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5428904 The complaint Mr and Mrs M complain AXA Insurance UK Plc has unfairly declined a claim they made for damage under their home insurance policy. What happened In August 2020, Mr and Mrs M noticed damage to their property, including cracks around windows. They made a claim on t... (3 pages)View decision -
Decision Reference DRN-5352503
26 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5352503 The complaint Mrs S complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Mrs S applied for a Vanquis credit card in August 2014. In her application, Mrs S said she was emp... (3 pages)View decision -
Decision Reference DRN-5391923
26 Mar 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5391923 The complaint Mrs S complains that AA Underwriting Insurance Company Limited avoided her policy (treated it like it never existed) and refused to pay her claim. What happened Mrs S took out a motor insurance policy with AA through gocompare.com. Several months later she mad... (2 pages)View decision -
Decision Reference DRN-5356319
26 Mar 2025 Monarch Financial Services Ltd Not upheldMortgagesDRN-5356319 The complaint Mr K and Mr V have complained that in 2022, rather than the five-year fixed rate mortgage they wanted, Merchant City Mortgages Ltd (at the time an appointed representative of Monarch Financial Services Ltd, and referred to here as Monarch) applied for a two-yea... (4 pages)View decision -
Decision Reference DRN-4771084
26 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4771084 The complaint Miss N complains that Bank of Scotland plc (“BoS”) won’t refund money she lost when she fell victim to an investment scam. Miss N is being represented by a claims management company in this complaint. What happened The detailed background to this complaint is... (4 pages)View decision -
Decision Reference DRN-4873560
26 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-4873560 The complaint Mr F is unhappy about how Tesco Personal Finance Limited handled his disputes for transactions made using his Tesco credit card account. What happened Mr F used his credit card account to pay to book a stay in “Apartment 1” between 18 and 21 March 2024. The boo... (3 pages)View decision -
Decision Reference DRN-5375880
26 Mar 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5375880 The complaint Mr D and Mrs D complain that Highway Insurance Company Limited (Highway) acted unfairly by avoiding their buildings insurance policy and refused to pay their claim. What happened Mr D and Mrs D had placed their buildings insurance via a broker (who I’ll refer t... (3 pages)View decision
