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 392389 results
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Decision Reference DRN-6033884
12 Feb 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-6033884 The complaint Miss O complains that First Response Finance Limited (‘FRFL’) treated her unfairly when it entered into a motor finance agreement with her. She’s said that FRFL failed to disclose that it paid commission to the motor dealer that introduced her business and tha... (3 pages)View decision -
Decision Reference DRN-6142818
12 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6142818 The complaint Mrs M complains that Nationwide Building Society (‘Nationwide’) won’t refund the money she says was lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus... (4 pages)View decision -
Decision Reference DRN-5976400
12 Feb 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5976400 The complaint Mrs W complains that Stellantis Financial Services UK Limited trading as Vauxhall Finance (who I’ll call ‘SFS’) were unreasonable and didn’t offer sufficient support when she was struggling to meet payments on her finance agreement. What happened The detailed b... (3 pages)View decision -
Decision Reference DRN-5935713
11 Feb 2026 Next Retail Limited Not upheldConsumer CreditDRN-5935713 The complaint Miss C complains that Next Retail Limited failed to apply a payment she’d sent by cheque to her account and issued a default notice. What happened Miss C holds a credit account with Next. She sent a cheque to Next to clear the account. Miss C says that Next has... (3 pages)View decision -
Decision Reference DRN-5901757
11 Feb 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-5901757 The complaint Mr M complains that Bank of Scotland plc trading as Halifax recorded a default on his credit file. What happened Mr M holds a personal loan with Halifax. In or around 2022 Mr M completed work as a self-employed contractor but didn’t receive payment for the work... (2 pages)View decision -
Decision Reference DRN-6002068
11 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6002068 The complaint Mr H complains Vanquis Bank Limited lent to him irresponsibly when they provided him with a credit card account. What happened In April 2024, Mr H was provided with a Credit Card account by Vanquis, with an initial credit limit of £1,200. There were no further... (3 pages)View decision -
Decision Reference DRN-5883131
11 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5883131 The complaint Mr B has complained that British Gas Insurance Limited (‘British Gas’) declined his claim under his home emergency insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and for the purposes of this decision. What ... (4 pages)View decision -
Decision Reference DRN-6147783
11 Feb 2026 Blue Motor Finance Ltd UpheldConsumer CreditDRN-6147783 The complaint Mr T is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (Blue Motor) was of an unsatisfactory quality. What happened In May 2025 Mr T was supplied with a used car through a hire purchase agreement with Blue Motor. ... (4 pages)View decision -
Decision Reference DRN-5973637
11 Feb 2026 Haven Insurance Company Limited UpheldInsuranceDRN-5973637 The complaint Mr S complains that Haven Insurance Company Limited (Haven) didn’t carry out adequate repairs to his car when he made a claim on a motor insurance policy. The repairs which are the subject of this complaint were carried out by one of Haven’s authorised repairer... (3 pages)View decision -
Decision Reference DRN-5785612
11 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5785612 The complaint Mr and Mrs I complain that Liverpool Victoria Insurance Company Limited (LV) declined their home insurance claim LV is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As LV has accepted it is accountab... (5 pages)View decision