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 367928 results
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Decision Reference DRN-5427919
26 Mar 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5427919 The complaint Ms G complains that Fortegra Europe Insurance Company Ltd unfairly declined part of a claim she made on her alloy wheel insurance policy. Reference to Fortegra includes its agents. What happened Ms G holds an alloy wheels insurance policy with Fortegra. When he... (3 pages)View decision -
Decision Reference DRN-5371359
26 Mar 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5371359 The complaint Mrs W complains that Zopa Bank Limited (Zopa) acted irresponsibly by agreeing to two loans that Mrs W said she couldn’t afford to repay. What happened In August 2023 Mrs W applied for a £3,000 loan with Zopa repayable over 48 months at £105.33 a month. She said... (4 pages)View decision -
Decision Reference DRN-5205655
26 Mar 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5205655 The complaint Mrs V has complained about the quality of a car provided on finance by Go Car Credit Limited (GCCL). What happened GCCL supplied Mrs V with a used car on a hire purchase agreement in December 2023. The cash price of the car was around £11,600 and it had covere... (4 pages)View decision -
Decision Reference DRN-5378164
26 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5378164 The complaint Miss J complains that NewDay Ltd trading as Marbles defaulted and terminated her account. What happened Miss J holds a credit card account with NewDay. In September 2024 NewDay wrote to Miss J and advised her that the agreement had been terminated and that the ... (2 pages)View decision -
Decision Reference DRN-4557044
26 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4557044 The complaint Mr R’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (‘BPF’), acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened ... (2 pages)View decision -
Decision Reference DRN-5362699
26 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5362699 The complaint Mrs B and Mr B complain about the way Advantage Insurance Company Limited (‘Advantage’) handled a claim they made on their motor insurance policy. Mrs B has acted as the main representative during the claim and complaint process. So, for ease of reference, I w... (3 pages)View decision -
Decision Reference DRN-5428515
26 Mar 2025 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-5428515 The complaint Mrs D complains about Bank of Ireland (UK) Plc (BOI) when she found herself unable to make a withdrawal. This caused inconvenience and anxiety. What happened After opening an online account with BOI in April 2024 and paying into it several times, Mrs D attempt... (3 pages)View decision -
Decision Reference DRN-5428127
26 Mar 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5428127 The complaint Mrs G complains that HSBC UK Bank Plc (HSBC) lent irresponsibly to her when she was a victim of an investment scam. What happened Mrs G fell victim to an investment scam in late 2023. As part of the scam, Mrs G was persuaded she needed to show her financial com... (5 pages)View decision -
Decision Reference DRN-5322616
26 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5322616 The complaint Ms B complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms B applied for a Vanquis credit card in April 2020. In her application, Ms B said she was a student w... (3 pages)View decision -
Decision Reference DRN-5368491
26 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5368491 The complaint Mr M complains that MotoNovo Finance Limited gave him a loan to finance the purchase of a car when it shouldn’t have. Mr M also says he doesn’t believe the loan is enforceable. What happened MotoNovo provided Mr M with credit of £7,443, this included the cash ... (3 pages)View decision
