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 367296 results
-
Decision Reference DRN-5512979
8 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5512979 The complaint Mr E complains that American Express Services Europe Limited (Amex) lent irresponsibly when it approved his credit card application. What happened Mr E applied for an Amex credit card in April 2022. In his application, Mr E gave an income of £37,000 a year. Am... (3 pages)View decision -
Decision Reference DRN-5447365
8 May 2025 ManyPets Ltd UpheldInsuranceDRN-5447365 The complaint Miss T has complained that contrary to what she was told when she bought her lifetime pet policy from Many Pets Limited (formerly Bought by Many Ltd) that her premium wouldn’t increase due to claims, she discovered that her renewal premium has now doubled due t... (3 pages)View decision -
Decision Reference DRN-5529422
8 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5529422 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) of the being party to an unfair ... (22 pages)View decision -
Decision Reference DRN-5512852
8 May 2025 Access Self Storage (Insurance Administration) Limited Not upheldInsuranceDRN-5512852 The complaint Miss A has complained about Access Self Storage (Insurance Administration) Limited (“ASSL”). She believes a self-storage insurance policy was mis-sold to her. What happened Miss A had an insurance policy for items kept in a storage unit ... (4 pages)View decision -
Decision Reference DRN-5484386
8 May 2025 Lendable Ltd Not upheldConsumer CreditDRN-5484386 The complaint Mr D complains that Lendable Ltd overcharged him when he settled his personal loans early. What happened Mr D successfully applied for three personal loans with Lendable between 2021 and 2023. Each of the loans were to be repaid over a period of 24 months. In ... (3 pages)View decision -
Decision Reference DRN-5346311
8 May 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5346311 The complaint Mr W has complained about advice he was given in 2018 regarding the transfer of his defined-benefit (DB) pension scheme, to a type of personal pension plan. Harbour Rock Capital Limited is now responsible for answering this complaint. Therefore, to keep things ... (10 pages)View decision -
Decision Reference DRN-5492523
8 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5492523 The complaint Ms G has complained about the service Aviva Insurance Limited provided after she and her family were in a car crash abroad. What happened Ms G and her family were driving back from a holiday abroad. They were involved in an accident on a motorway when their car... (5 pages)View decision -
Decision Reference DRN-5125458
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5125458 The complaint Miss B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did not reimburse the funds she lost to a scam. What happened Miss B was actively looking for work online and a recruiter contacted her. They offered her a job with a well-known ... (3 pages)View decision -
Decision Reference DRN-5500108
8 May 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5500108 The complaint Mr S complains about end of contract charges when his agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“Novuna”) ended. What happened Mr S was supplied with a vehicle under a lease agreement with Novuna. When the agreement ended ... (2 pages)View decision -
Decision Reference DRN-5305417
8 May 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5305417 The complaint Mrs P, who is represented by a third party, complains that Tandem Motor Finance Limited (‘Tandem’), trading as 1 st Stop Car Finance, irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In June 2017, Mrs P acquired a... (4 pages)View decision
