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 366874 results
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Decision Reference DRN-5464152
23 May 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5464152 The complaint Mr and Mrs E complain that London and Country Mortgages Ltd (“L and C”) misinformed them about an expiry date to a mortgage offer, causing them to miss out on a favourable interest rate. What happened In January 2024 Mr and Mrs E sought mortgage advice in rela... (4 pages)View decision -
Decision Reference DRN-5424066
23 May 2025 The On-Line Partnership Limited Not upheldPensions and AnnuitiesDRN-5424066 The complaint Mr B complains that The On-Line Partnership Limited, trading as IN Partnership (‘INP’), didn’t inform him that he would incur an income tax charge when he took a withdrawal from his pension fund in March 2023. In addition, Mr B says that INP failed to explain t... (6 pages)View decision -
Decision Reference DRN-5551627
23 May 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5551627 The complaint Ms T complains about the quality of a car she has been financing through an agreement with Hyundai Capital UK Limited (Hyundai). What happened I issued a provisional decision on this complaint last month. An extract from that provisional decision is set out be... (6 pages)View decision -
Decision Reference DRN-5580848
23 May 2025 BUPA Insurance Limited UpheldInsuranceDRN-5580848 The complaint Mrs M has complained about the poor service provided by BUPA Insurance Limited in relation to a private medical insurance policy. What happened The policy began on 20 September 2024 with a monthly premium of £185.60. However, from 25 September 2024 Mrs M was u... (2 pages)View decision -
Decision Reference DRN-5577783
23 May 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5577783 The complaint Mrs J complains that the car she acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. She wants MFL to fairly and reasonably settle her complaint and repair the faults that have arisen or provide her with a replacement car. Mrs J i... (5 pages)View decision -
Decision Reference DRN-5507872
23 May 2025 Tesco Mobile Limited Not upheldInsuranceDRN-5507872 The complaint Ms S complains Tesco Mobile Limited (“Tesco”) mis-sold her an insurance policy for her mobile phone. She says she’s been charged for a policy she didn’t take out. What happened Ms S upgraded her mobile phone in May 2021. In July 2024 she became aware sh... (2 pages)View decision -
Decision Reference DRN-5510359
23 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5510359 The complaint Mr H complains that Lendable Ltd failed to check sufficiently whether he could sustain repayments before they agreed to lend to him. What happened In May 2024 Mr H entered into A Fixed Sum Loan agreement with Lendable for £5,000. After interest fees and charg... (4 pages)View decision -
Decision Reference DRN-5580896
23 May 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5580896 The complaint Mr L is complaining about the quality of a vehicle supplied to him by Creation Consumer Finance Ltd (Creation). A representative has assisted Mr L with his complaint, but I’ll refer to Mr L throughout my decision for simplicity. What happened In November 2023, ... (4 pages)View decision -
Decision Reference DRN-5490904
23 May 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5490904 The complaint Miss H complains that following an accident, Accredited Insurance (Europe) Ltd unfairly declined her claim and cancelled her policy. What happened Miss H held a motor insurance policy with Accredited. When she was involved in an accident, she made a claim. Ulti... (4 pages)View decision -
Decision Reference DRN-5441435
23 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5441435 The complaint Mr R 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 R applied for an Aqua credit card in February 2020. In his application, Mr R said he was emplo... (3 pages)View decision
