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 388057 results
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Decision Reference DRN-5915548
9 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5915548 The Complaint Mr and Mrs O’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (13 pages)View decision -
Decision Reference DRN-6046465
9 Jan 2026 Affinity Insurance Solutions Limited Not upheldInsuranceDRN-6046465 The complaint Mr T complains that Affinity Insurance Solutions Limited (AISL) wouldn’t offer him a renewal for his motor insurance policy. He wants compensation for the extra costs he has incurred because of this. What happened Mr T had taken out cover through the broker AI... (2 pages)View decision -
Decision Reference DRN-6066763
9 Jan 2026 First Central Underwriting Limited UpheldInsuranceDRN-6066763 The complaint Mr M complains about the way First Central Underwriting Limited (First Central) handled and responded to a claim under his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows: The ci... (5 pages)View decision -
Decision Reference DRN-5791991
9 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5791991 The complaint Mr O complains that he was mis sold the car he acquired through a conditional sale agreement with Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”). What happened Mr O entered into an agreement to acquire a car from Moneybarn in May 2024. The car was ar... (3 pages)View decision -
Decision Reference DRN-5826662
9 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5826662 The complaint Mr M complains Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr M is represented in h... (10 pages)View decision -
Decision Reference DRN-5960742
9 Jan 2026 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5960742 The complaint Mrs W complains about the outcome of a claim she made to Creation Consumer Finance Ltd (“Creation”) about a furniture purchase. What happened In April 2024, Mrs W took out a fixed sum loan agreement with Creation to pay for furniture she’d ordered with a suppli... (4 pages)View decision -
Decision Reference DRN-6022642
9 Jan 2026 Western Circle Ltd UpheldConsumer CreditDRN-6022642 The complaint Mr S complains about the way in which Western Circle trading as Cashfloat handled his account. What happened Mr S took out a loan with Cashfloat in July 2018. The loan was for £400 and it was due to be repaid through two monthly instalments of £275.15 due on 3... (4 pages)View decision -
Decision Reference DRN-5940527
9 Jan 2026 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5940527 The complaint Ms G complains, on behalf of her late mother’s estate, about the significant losses her mother’s pension plan with Aviva Life & Pensions UK Limited (Aviva) suffered before she claimed the benefits. Ms G says that the “lifestyle” investment strategy that was... (5 pages)View decision -
Decision Reference DRN-6065591
9 Jan 2026 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-6065591 The complaint Mr T complains that SCOTTISH WIDOWS LIMITED trading as Clerical Medical have provided him with incorrect fund values in his annual statements. He explains that it has failed to demonstrate to him in a clear, fair or not misleading way, why it reduced the value ... (9 pages)View decision -
Decision Reference DRN-5954244
9 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5954244 The complaint Mr C’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under section 140A of the Consumer Credit Act 1974 ... (12 pages)View decision