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 387322 results
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Decision Reference DRN-6039812
22 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6039812 The complaint Ms F complains Clydesdale Bank Plc, trading as Virgin Money (‘Virgin’) did not send her SMS alerts for her current account, which in turn caused her to incur charges. What happened I issued my provisional decision to both parties explaining why I thought Ms F’... (3 pages)View decision -
Decision Reference DRN-5933055
22 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5933055 The complaint Mr and Mrs W are unhappy with how Assurant General Insurance Limited (Assurant) has dealt with a mobile phone insurance claim. What happened Mr and Mrs W have mobile phone insurance alongside their current account. Assurant is the underwriter, and the insurance... (2 pages)View decision -
Decision Reference DRN-6002739
22 Dec 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-6002739 The complaint Mr K complains about the quality of a car he acquired under a conditional sale agreement with Volvo Car Financial Services UK Limited (VCF). When I refer to what Mr K and/or VCF said or did, it should also be taken to include things said or done on their behal... (4 pages)View decision -
Decision Reference DRN-6031212
22 Dec 2025 Nationwide Building Society UpheldMortgagesDRN-6031212 The complaint Mr A and Miss M complain that Nationwide Building Society turned down their request for extra borrowing because of what they said were unfounded concerns about historical work done on the loft of their home. Mr A and Miss M got lending elsewhere, which cost mor... (6 pages)View decision -
Decision Reference DRN-5033726
22 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5033726 The complaint Ms B complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-6039817
22 Dec 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-6039817 The complaint Mr L has complained about communication provided by Evolution Insurance Company Limited (‘Evolution’) in relation to his home emergency insurance policy. What happened Mr L had taken out home emergency insurance with Evolution in April 2024, and the cover was ... (4 pages)View decision -
Decision Reference DRN-6019705
22 Dec 2025 Allianz Insurance Plc Not upheldInsuranceDRN-6019705 The complaint A limited company, which I will call D Ltd., has complained about the handling of a claim under its business insurance policy with Allianz Insurance Plc. Mr L, as director of D Ltd., has brought the complaint on its behalf. Mr L is also represented in this com... (5 pages)View decision -
Decision Reference DRN-6023453
22 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6023453 The complaint Ms P complains about how BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”) handled her request to voluntarily terminate her hire purchase agreement for a car. What happened Both parties are familiar with the background of th... (4 pages)View decision -
Decision Reference DRN-5939214
22 Dec 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5939214 The complaint Mr S complains about charges he was asked to pay by Mercedes-Benz Financial Services UK Limited (MBFS) when he returned a car he had been financing through an agreement with them. What happened Mr S took receipt of a car in June 2021. He financed the deal throu... (3 pages)View decision -
Decision Reference DRN-5938488
22 Dec 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5938488 The complaint Mr M has complained that Starr International (Europe) Limited (‘Starr’) unfairly declined a claim under his mobile phone policy. What happened Mr M made a claim for the theft of his mobile phone. Starr assessed the claim and spoke to Mr M to ask him what had h... (3 pages)View decision