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 393318 results
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Decision Reference DRN-5758528
18 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5758528 The complaint Ms O complains about buy-to-let mortgages she holds with Bank of Scotland plc trading as Birmingham Midshires. She complains that it has not treated her fairly. What happened In 2006, Ms O took out two buy-to-let mortgages with Birmingham Midshires. She took an... (3 pages)View decision -
Decision Reference DRN-5500497
18 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5500497 The complaint Miss D complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) lent to her irresponsibly. What happened On 27 January 2020, Miss D entered into a hire purchase agreement with Oodle as shown below, to buy a used car. This agreement ... (3 pages)View decision -
Decision Reference DRN-5754264
18 Aug 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5754264 The complaint The estate of Mr M complains about how AXA PPP Healthcare Limited handled a claim under a private medical insurance policy. This complaint has been brought to us by a representative of Mr M’s estate and all references to the estate’s submissions include those o... (4 pages)View decision -
Decision Reference DRN-5748645
18 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5748645 The complaint Mr G complains that AXA Insurance UK Plc declined cover for a claim on his home buildings insurance policy. Where I refer to AXA Insurance UK Plc, this includes its agents and claims handlers acting on its behalf. What happened Mr G made a claim on his insuranc... (3 pages)View decision -
Decision Reference DRN-5747676
18 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5747676 The complaint Mrs D complains that Nationwide Building Society (‘the Society’) should pay her compensation for blocking her personal account when it applied restrictions to an account she held jointly. What happened Mrs D held a joint account and a personal savings account ... (3 pages)View decision -
Decision Reference DRN-5635553
18 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5635553 The complaint Ms E complains Vanquis Bank Limited (Vanquis) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Ms E says Vanquis approved a credit card account for her in March 2020 with a credit limit of £250 and ... (3 pages)View decision -
Decision Reference DRN-5751750
18 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5751750 The complaint Mr A has complained about the way Liverpool Victoria Insurance Company Limited trading as Allianz (LV) has recorded an accident against his car insurance policy. What happened In April 2024 Mr A reported a minor accident between his car and another vehicle. A c... (2 pages)View decision -
Decision Reference DRN-5726894
18 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5726894 The complaint Mr M complains that Lendable Ltd (“Lendable”) lent to him in an irresponsible manner. What happened Mr M was given a single loan by Lendable in September 2018. Including fees, he borrowed a total of £12,490 that he agreed to repay in 60 monthly instalments of ... (4 pages)View decision -
Decision Reference DRN-5367943
18 Aug 2025 eToro (UK) Ltd UpheldInvestmentsDRN-5367943 The complaint Mr A complains eToro (UK) Ltd (‘eToro’) didn’t distribute shares that were made available as part of a corporate action. What happened Mr A had an investment account with eToro. In it he held some shares in a company I’ll call ‘O’. On 10 May 2024 O announced it... (4 pages)View decision -
Decision Reference DRN-5760872
18 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5760872 The complaint Mr E is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Ltd (‘CAF’) was of an unsatisfactory quality. What happened In June 2024, Mr E was supplied with a used car through a hire purchase agreement with CAF. he paid a... (5 pages)View decision