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 381082 results
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Decision Reference DRN-5640825
25 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5640825 The complaint With the help of a professional representative (PR), Miss S complains that Oodle Financial Services Limited lent to her irresponsibly. For ease, I’ll mainly refer to the actions of the PR as being those of Miss S. What happened Miss S entered into a Hire Purcha... (3 pages)View decision -
Decision Reference DRN-5805415
25 Sep 2025 Zurich Assurance Ltd Not upheldInvestmentsDRN-5805415 The complaint Mr S’ complaint is about a mortgage endowment policy he had with Zurich Assurance Ltd. He is unhappy with the amount he received when he surrendered the endowment policy and with the information and service he received from Zurich in April 2025 when he was conc... (4 pages)View decision -
Decision Reference DRN-5756746
24 Sep 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5756746 The complaint Mr H complains that a loan that was made to him by Barclays Bank UK PLC was unaffordable for him. What happened Mr H applied to Barclays Bank for a £50,000 loan in December 2024. His application was accepted and Mr H entered into a fixed sum loan agreement with... (4 pages)View decision -
Decision Reference DRN-5806353
24 Sep 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5806353 The complaint Mr R complains about end of contract charges when his agreement with Hyundai Capital UK Limited trading as Hyundai Finance Contract Hire ended. What happened Mr R was supplied with a car and entered into a finance agreement with Hyundai. At the end of the agree... (3 pages)View decision -
Decision Reference DRN-5796740
24 Sep 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5796740 The complaint Mr S complains that Ald Automotive charged him an administrative fee when he incurred a parking fine. What happened Mr S was supplied with a car and entered into a finance agreement with Ald Automotive. On 1 March 2025 Mr S parked at a train station car park. H... (2 pages)View decision -
Decision Reference DRN-5829221
24 Sep 2025 Tesco Personal Finance Limited Not upheldInsuranceDRN-5829221 The complaint Mr R complains about how Tesco Personal Finance Limited – trading as Tesco Insurance – handled a claim on his motor insurance. What happened Mr R took out a Tesco motor insurance policy at the start of September 2024 via a comparison website. Later that month h... (3 pages)View decision -
Decision Reference DRN-5830653
24 Sep 2025 ReAssure Limited UpheldInsuranceDRN-5830653 The complaint Mr and Mrs G complain, through their representative Mrs A, about a reviewable whole of life (RWOL) policy they hold with ReAssure Limited. They’re unhappy with the outcome of a policy review in 2023 which meant they had to make significant changes to the premi... (3 pages)View decision -
Decision Reference DRN-5793329
24 Sep 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5793329 The complaint Mr W has complained about the quality of a car provided on finance by Blue Motor Finance Ltd (“BMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. BMF supplied Mr W with a used car on a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5778565
24 Sep 2025 Arval UK Limited UpheldConsumer CreditDRN-5778565 The complaint Mr M complains that Arval UK Limited failed to collect his vehicle on four separate occasions when his lease agreement ended. What happened Mr M complains that Arval failed to collect his vehicle on four occasions. Mr M arranged a collection for 14 April 2025, ... (2 pages)View decision -
Decision Reference DRN-5710712
24 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5710712 The complaint Mr N complains about AXA Insurance Plc’s handling of his buildings insurance claim. All references to AXA also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a full timeline or list ... (2 pages)View decision
