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 401363 results
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Decision Reference DRN-5867716
28 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5867716 The complaint Mr B argues that charges applied at the end of his hire agreement with Volkswagen Financial Services (UK) Limited (VWFS) , trading as Skoda Financial Services, were unfair. He would like these waived. What happened The details of this complaint are well known ... (2 pages)View decision -
Decision Reference DRN-5717051
28 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5717051 Complaint Mr S complains about the settlement Admiral Insurance (Gibraltar) Limited paid him following a claim on his motor insurance policy. Reference to Admiral includes all its agents. What happened Mr S has a motor insurance policy with Admiral. When his car was invol... (3 pages)View decision -
Decision Reference DRN-5702023
28 Oct 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5702023 The complaint Miss S complains that Capital One (Europe) plc irresponsibly lent to her. Miss S is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss S ... (4 pages)View decision -
Decision Reference DRN-5730344
28 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5730344 The complaint Mr G complained that MotoNovo Finance Limited gave him incorrect information in relation to a fraud marker. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr G tried to acquire a car in... (3 pages)View decision -
Decision Reference DRN-5710153
28 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5710153 The complaint Miss D was unhappy that costs associated with rectifying poor workmanship were recorded against her claim. She said these have unfairly impacted her future insurance premiums. Miss D had a home insurance policy with AXA Insurance UK Plc (“AXA”). What happened Fo... (3 pages)View decision -
Decision Reference DRN-5719235
28 Oct 2025 Equifax Limited Not upheldConsumer CreditDRN-5719235 The complaint Mr R complains Equifax Limited is reporting incorrect information on his credit file and hasn’t complied with various obligations when dealing with his complaint. What happened Around April 2025 Mr R became aware an account with a company I’ll refer to as A wa... (4 pages)View decision -
Decision Reference DRN-5909012
28 Oct 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5909012 The complaint Mr D has complained about the quality of a motorbike provided on finance by First Response Finance Limited (“FRFL”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. FRFL supplied Mr D with a used motorbike on a hir... (7 pages)View decision -
Decision Reference DRN-5722480
28 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5722480 The complaint Mr and Mrs T have complained as U K Insurance Limited (“UKI”) hasn’t accepted and paid a settlement based upon quotes they’ve provided from two separate reputable contractors. UKI were providing a home insurance policy. What happened Mr and Mrs T have had a pre... (3 pages)View decision -
Decision Reference DRN-5745103
28 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5745103 The complaint Mr T complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Mr T has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr T himself where I also mean his representative. What happened... (3 pages)View decision -
Decision Reference DRN-5771700
28 Oct 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5771700 Complaint Miss B has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to her. She says the credit card was irresponsibly provided as the credit she already had meant that any further credit was unaffordable for her. Background Jaja provided Miss B with a cr... (3 pages)View decision