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-5959719
2 Dec 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5959719 The complaint Mr G complains about end of contract charges when he voluntarily terminated his agreement with Specialist Motor Finance Limited (SMF). What happened In April 2023 Mr G was supplied with a used car and entered into a hire purchase agreement with SMF. Mr G agreed... (2 pages)View decision -
Decision Reference DRN-5752412
2 Dec 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5752412 The complaint Ms G complains Lowell Portfolio I Ltd are asking her to repay two debts she says she’s already repaid. What happened As I understand it, Ms G had two accounts with a company I’ll refer to as R – a loan and an overdraft. Ms G says she repaid these accounts, and ... (3 pages)View decision -
Decision Reference DRN-5712089
2 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5712089 The complaint Ms S has complained that MONEYBARN NO.1 LIMITED trading as Moneybarn unfairly provided her with credit for a vehicle. What happened In November 2014, Ms S entered into a finance agreement with Moneybarn for the purchase of a car as shown below. Ms S settled th... (3 pages)View decision -
Decision Reference DRN-5935854
2 Dec 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5935854 The complaint Miss R complains Capquest Debt Recovery Limited trading as Erudio Student Loans won’t reinstate her student loans on the original terms. What happened As I understand it Miss R has three student loans with Erudio. Every year, subject to certain criteria, she’s ... (5 pages)View decision -
Decision Reference DRN-5988955
2 Dec 2025 Equifax Limited UpheldConsumer CreditDRN-5988955 The complaint Mr B complains Equifax Limited incorrectly added information to his credit report for someone else. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and th... (3 pages)View decision -
Decision Reference DRN-5852762
2 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5852762 The complaint Mr and Mrs R have complained about their home insurer, U K Insurance Limited, regarding a claim they made in May 2025 when water came through their kitchen ceiling. Mrs R is the policyholder. For ease of reading I’ll refer to her only in the body of my decisio... (3 pages)View decision -
Decision Reference DRN-5978802
2 Dec 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5978802 Complaint Miss S has complained about high-cost short-term credit (“HCSTC”) instalment loans she took out with Gain Credit LLC (trading as “Lending Stream”). She says that Lending Stream should not have provided her with these loans as they were unaffordable. Background Thi... (4 pages)View decision -
Decision Reference DRN-5829771
2 Dec 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5829771 The complaint Mr A has complained about his motor warranty provider Fortegra Europe Insurance Company Ltd, he thinks it neglected to repair damage he had claimed for and that it also caused damage to the car. What happened After driving over a pothole, Mr A noted damage on ... (3 pages)View decision -
Decision Reference DRN-5786189
2 Dec 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5786189 The complaint Mr S has complained about his home emergency insurer, Evolution Insurance Company Limited because its engineer broke his kitchen worktop whilst repairing the boiler. What happened Evolution’s engineer visited Mr S’s property on 4 April 2025. The engineer succe... (2 pages)View decision -
Decision Reference DRN-5812913
2 Dec 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5812913 The complaint Mr T has complained about his van insurer Haven Insurance Company Limited because it decided he was at fault for an accident. What happened In July 2024, as Mr T was preparing to exit a slip road onto an A-road, he collided with another car in front. He said ... (2 pages)View decision