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 360264 results
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Decision Reference DRN-5347078
11 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5347078 The complaint Mr W complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr W applied for a credit card with Vanquis in February 2019. In his application, Mr W said he was empl... (3 pages)View decision -
Decision Reference DRN-5327782
11 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5327782 The complaint Mr J complains that the car he acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. He wants MFL to fairly and reasonably settle his complaint and cover the costs that he’s incurred. What happened Mr J entered into a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5342830
11 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5342830 The complaint Mr F has complained about the total loss settlement his insurer Admiral Insurance (Gibraltar) Limited paid when he made a claim under his car insurance policy. What happened Mr F made a claim to Admiral following the theft of his car. It was recovered around fo... (2 pages)View decision -
Decision Reference DRN-5328111
11 Mar 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5328111 The complaint Mr S complains that Aioi Nissay Dowa Insurance UK Limited (“ANDI”) mishandled his motor insurance policy. What happened The subject matter of the insurance is a saloon car, first registered in 2014. Mr S acquired the car in about 2015. In early 2023, Mr S had... (3 pages)View decision -
Decision Reference DRN-5344892
11 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5344892 The complaint Mr S complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr S applied for a credit card with Vanquis in May 2016. In his application Mr S said he had an income ... (3 pages)View decision -
Decision Reference DRN-5318449
11 Mar 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5318449 The complaint Mr B is unhappy with his commercial vehicle insurer Nelson Insurance Company Ltd. When Mr B had an accident he wasn’t happy with its offer to resolve the claim, or the fact he was left without a replacement vehicle. What happened In January 2024 Mr B, who uses... (4 pages)View decision -
Decision Reference DRN-5122208
11 Mar 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5122208 The complaint Mr O complains that Frasers Group Financial Services Limited trading as Studio (Studio) carried out too many credit searches on his credit file following an application he made for a credit facility. He also says that his request for personal data has taken too... (3 pages)View decision -
Decision Reference DRN-5362256
11 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5362256 The complaint Mr T complains that Lloyds Bank Plc is pursuing him for a Bounce Back Loan (BBL) that he did not take out. What happened Mr T told us: Several years ago he was the victim of a violent assault, and his bank cards and identification documents were stolen. Fra... (2 pages)View decision -
Decision Reference DRN-5384351
11 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5384351 The complaint Mr D has complained that BMW Financial Services(GB) Limited, trading as BMW Financial Services (‘BMWFS’), has treated him unfairly while he’s been experiencing financial difficulties. What happened Mr D entered into a finance agreement with BMWFS in January 202... (3 pages)View decision -
Decision Reference DRN-5344658
11 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5344658 The complaint Mr A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr A applied for a credit card with Aqua in September 2018. In his application, Mr A said he was ... (3 pages)View decision
