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 382298 results
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Decision Reference DRN-5932828
12 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5932828 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited (‘BMWFS’) was of an unsatisfactory quality. What happened On 26 September 2024, Mr F was supplied with a new car through a hire purchase agreeme... (4 pages)View decision -
Decision Reference DRN-5929161
12 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5929161 The complaint Mrs H complains that it was irresponsible of Clydesdale Bank plc, trading as Virgin Money, to have provided her with a credit card account. What happened Mrs H applied to Virgin Money for a credit card account in July 2024. Her application was accepted and a cr... (3 pages)View decision -
Decision Reference DRN-5809624
12 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5809624 The complaint Mr B and Miss P have complained about how Intact Insurance UK Limited dealt with the claim they made after they discovered an escape of water in their home. What happened Mr B and Miss P bought their home in spring 2024. Just a few weeks later, they found the ... (3 pages)View decision -
Decision Reference DRN-5923070
12 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5923070 The complaint Miss D complains about how she was treated by Volkswagen Financial Services (UK) Limited (VWFS) when she was in financial difficulty and seeking help to make the payments under her hire purchase agreement. What happened In November 2021 Miss D was supplied with... (4 pages)View decision -
Decision Reference DRN-5947011
12 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5947011 The complaint Mr and Mrs W complain that Nationwide Building Society hasn’t fairly compensated them for wrongly recording a CIFAS marker in relation to their mortgage. Mr and Mrs W instructed solicitors (who I’ll refer to as S) to represent them. What happened Mr and Mrs W t... (5 pages)View decision -
Decision Reference DRN-5640678
12 Nov 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5640678 The complaint The estate of Mrs B complains about Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (‘HL’). The estate is unhappy with HL’s requirements for closing a deceased person’s accounts. Mrs B’s estate is represented by Mrs O. What happened ... (2 pages)View decision -
Decision Reference DRN-5936288
12 Nov 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5936288 The complaint Miss B complains about the way Assurant General Insurance Limited settled a claim she made under her mobile phone insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: • Miss B got in touch w... (4 pages)View decision -
Decision Reference DRN-5908047
12 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5908047 The complaint Miss D complains that a car that was supplied to her under a hire purchase agreement with Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Miss D under a hir... (2 pages)View decision -
Decision Reference DRN-5704658
12 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5704658 The complaint Mrs R is unhappy she is being asked to pay an outstanding balance by BMW Financial Services(GB) Limited. What happened Mrs R acquired a car financed using a hire purchase agreement in January 2023. In April, Mrs R sold her car privately. As part of the sale, th... (2 pages)View decision -
Decision Reference DRN-5924438
12 Nov 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5924438 The complaint Mr and Mrs G complain about the way Fairmead Insurance Limited handled a claim they made on their buildings insurance policy. Mrs G has primarily dealt with the matter, so I’ll refer to her only for simplicity. Reference to Fairmead includes its agents and re... (2 pages)View decision
