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 376696 results
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Decision Reference DRN-5817624
15 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5817624 The complaint Mr A complains that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (the ‘Lender’) is liable to pay him compensation following a complaint made about a timeshare bought using credit provided by it. The timeshare in question was bought in the ... (6 pages)View decision -
Decision Reference DRN-5756205
15 Sep 2025 Aldermore Bank Plc UpheldMortgagesDRN-5756205 The complaint This complaint’s about a mortgage Mr E holds with Aldermore Bank Plc. The complaint relates primarily to how Aldermore dealt with Mr E’s requests for help during an extended period of financial hardship in 2023. What happened The broad circumstances of this co... (3 pages)View decision -
Decision Reference DRN-5636572
15 Sep 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5636572 The complaint Miss G complains Somerset Bridge Insurance Services Limited (Somerset Bridge) provided her with incorrect information about her no claim bonus (NCB) which, when corrected, had a negative impact on the cost of her motor insurance policy with an unrelated insurer... (3 pages)View decision -
Decision Reference DRN-5816147
15 Sep 2025 Curve UK Limited Not upheldBanking and PaymentsDRN-5816147 The complaint Mr M complains about the way Curve UK Limited handled his request for a refund. What happened Mr M asked Curve to seek a refund from a supplier I’ll refer to as ‘T’ who supplied him with an order costing a total of £466.68 which was paid for using his Curve deb... (4 pages)View decision -
Decision Reference DRN-5810565
15 Sep 2025 Nationwide Building Society UpheldConsumer CreditDRN-5810565 The complaint Mr B complains that Nationwide Building Society sent him a demand for payment after accepting an unsecured loan debt in his name is statute barred. What happened The background to this complaint and my initial conclusions were set out in a provisional decision... (3 pages)View decision -
Decision Reference DRN-5716793
15 Sep 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5716793 The complaint Miss C complains that Sainsbury’s Bank Plc (“Sainsbury’s”) irresponsibly provided her with a loan and didn’t conduct sufficient affordability checks whilst she was struggling financially. What happened Sainsbury’s provided Miss C with a loan for £11,495 on 31 ... (4 pages)View decision -
Decision Reference DRN-5598703
15 Sep 2025 FREEMANS PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5598703 The complaint Ms F complains that FREEMANS PUBLIC LIMITED COMPANY (Freemans) lent to her irresponsibly when they provided her with a Credit Account in 2019 and later increased her credit limit. What happened In October 2019, Ms F was provided a Credit Account by Freemans wh... (4 pages)View decision -
Decision Reference DRN-5748443
15 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5748443 The complaint A complains that Starling Bank Limited (‘Starling’) didn’t do enough to protect it when it fell victim to an investment scam. Mr K, director of A has chosen to appoint professional representatives in bringing this complaint. But for ease I will refer to A thro... (3 pages)View decision -
Decision Reference DRN-5619231
15 Sep 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5619231 The complaint Mr and Mrs S complain that Ageas Insurance Limited (“Ageas”) unfairly declined their claim for an escape of water, under their home buildings insurance policy. I’ll refer to Mrs S for ease. What happened Mrs S said her shower tray developed a crack resulting in... (2 pages)View decision -
Decision Reference DRN-5570956
15 Sep 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5570956 The complaint Mr S complains that a car he acquired through a hire purchase agreement financed by Blue Motor Finance Ltd (‘BMF’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise t... (4 pages)View decision
