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 383541 results
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Decision Reference DRN-5934981
18 Nov 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5934981 The complaint Mr B complains Mercedes-Benz Financial Services UK Limited (MBFS) mis-sold a car to him because it didn’t explain the safety features of the Active Brake Assist (ABA). In particular, he complains he wasn’t told it could activate and brake without reason. What ... (3 pages)View decision -
Decision Reference DRN-5915035
18 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5915035 The complaint Mr D complains that the sale of boiler insurance policy provided by Domestic & General Insurance Plc (D&G) was mishandled, meaning he wasn’t provided with the proper level of cover and didn’t receive policy documents. Mr D took out the policy with an ag... (2 pages)View decision -
Decision Reference DRN-5960587
18 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5960587 The complaint Mr D has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2024 Mr D matched with a scammer on a dating app. The scammer built up an online relationship with him and then mentioned their... (5 pages)View decision -
Decision Reference DRN-5667060
18 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5667060 The complaint Mr L has complained that a van he acquired, using finance from Volkswagen Financial Services (UK) Limited (‘VWFS’), wasn’t of satisfactory quality at the point of supply. What happened In July 2021, Mr L entered into a finance agreement with VWFS for a new van.... (2 pages)View decision -
Decision Reference DRN-5892169
18 Nov 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5892169 The complaint Mr and Mrs K complain that Tradex Insurance Company PLC declined part of their claim on their buildings insurance policy. What happened Mr and Mrs K identified a leak in their property in June 2024. A claim was raised with Tradex. Whilst Tradex accepted the cla... (3 pages)View decision -
Decision Reference DRN-5960479
18 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5960479 The complaint This complaint has been brought by the estate of the late Mr S, represented by its executor Ms M. The complaint regards Nationwide Building Society not refunding transactions which Ms M says that Mr S didn’t make or otherwise authorise. What happened In summer ... (4 pages)View decision -
Decision Reference DRN-5890656
18 Nov 2025 Lendable Ltd UpheldConsumer CreditDRN-5890656 The complaint Mrs E complains about the quality of a car that was supplied through a hire purchase agreement with Lendable Ltd trading as Autolend (Autolend). What happened In February 2025, Mrs E acquired a used car through a hire purchase agreement with Autolend. The car w... (5 pages)View decision -
Decision Reference DRN-5775992
18 Nov 2025 Exeter Friendly Society Limited Not upheldInsuranceDRN-5775992 The complaint Mrs S has complained that Exeter Friendly Society Limited (“Exeter”) is terminating her private medical insurance plan. What happened Mrs S has had a private medical overseas plan with Exeter since 1990. In December 2024 Exeter advised Mrs S that it would no lo... (2 pages)View decision -
Decision Reference DRN-5915377
18 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5915377 The complaint Mr A complains about a car supplied under a hire purchase agreement, provided by BMW FINANCIAL SERVICES (GB) LIMITED (‘BMWFS’). What happened Around March 2024 Mr A acquired a new car under a hire purchase agreement with BMWFS. The car was listed with a cash p... (5 pages)View decision -
Decision Reference DRN-5700541
18 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5700541 The complaint Mr S has complained that Barclays Bank UK PLC unfairly removed his overdraft. What happened Mr S had an account with Barclays, which had an overdraft facility. However, it decided to remove the facility. Mr S has explained this left him in a difficult position ... (2 pages)View decision
