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 393318 results
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Decision Reference DRN-5900330
20 Feb 2026 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5900330 The complaint Mr M has complained about the service provided by Helvetia Global Solutions Ltd (‘Helvetia’) under his boiler insurance policy. For the avoidance of doubt, the term ‘Helvetia’ includes reference to its agents and contractors for the purposes of this decision. W... (3 pages)View decision -
Decision Reference DRN-5950264
20 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5950264 The complaint Mr H complains about how Capital One (Europe) plc handled his repayment proposal for his credit card account. What happened Mr H opened a credit card account with Capital One in March 2025 and used it for a purchase. Mr H then didn’t make any payments towards t... (3 pages)View decision -
Decision Reference DRN-6077772
20 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6077772 The complaint C, a limited company, complains about the way Aviva Insurance Limited has handled several claims under their legal expenses insurance (“LEI”) policy. Where I refer to Aviva, this includes the actions of its agents and claims handlers for which it takes respons... (3 pages)View decision -
Decision Reference DRN-6166743
20 Feb 2026 Gain Credit LLC UpheldConsumer CreditDRN-6166743 The complaint Mr R complains that Lending Stream lent to him irresponsibly. What happened In September 2023, Mr R took one loan with Lending Stream. It was for £460 and it was repayable through five monthly instalments of £162.66, and one final instalment of £106.70. From ... (8 pages)View decision -
Decision Reference DRN-6043787
20 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6043787 The complaint Mr W complains that a car supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA) was of an unsatisfactory quality. What happened In May 2025, Mr W was supplied with a used car through a hire purchase agreement with CA. The cash price o... (3 pages)View decision -
Decision Reference DRN-5978012
20 Feb 2026 Tradex Insurance Company PLC UpheldInsuranceDRN-5978012 The complaint Mr H says that when he made a claim on his motor insurance policy, Tradex Insurance Company Plc undervalued his written-off car. What happened Mr H’s car was 15 years old, but with exceptionally low mileage at 29,807. He says it had only one previous owner and... (2 pages)View decision -
Decision Reference DRN-6141006
20 Feb 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-6141006 The complaint Mr J complains that a car supplied to him on finance with Toyota Financial Services (UK) PLC trading as Redline Financial (‘Redline Financial’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint –... (4 pages)View decision -
Decision Reference DRN-6168603
20 Feb 2026 National Savings and Investments Not upheldBanking and PaymentsDRN-6168603 The complaint Mr S complains that National Savings and Investments (NS&I) said they don’t hold an account in his name as this was cashed in and closed in 1996. What happened Mr S contacted NS&I to cash in an account and provided his account holder’s number. NS&I... (2 pages)View decision -
Decision Reference DRN-5612979
20 Feb 2026 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5612979 The complaint Mr M’s complaint is, in essence, that Lowell Portfolio I Ltd (the ‘Assignee’) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr... (10 pages)View decision -
Decision Reference DRN-6162903
20 Feb 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-6162903 The complaint Mrs K complains about a charge SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as V12 Vehicle Finance (V12) applied after she voluntarily terminated a hire purchase agreement. What happened In April 2022, Mrs K acquired a used car through a hire purchase agree... (4 pages)View decision