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 364422 results
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Decision Reference DRN-5260019
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceThe complaint Mr H complains that AXA Insurance UK Plc declined his home insurance claim for a damaged ring. Mr H is the sole policyholder. He is represented in this complaint by his wife but for ease of reference I’ll just refer to Mr H. My references to AXA include its agents. What happe... (3 pages)View decision -
Decision Reference DRN-5337045
29 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5337045 The complaint Miss V complains that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent the loss she suffered when she sent money to its customer’s account as the result of an alleged scam. Miss V initially referred her complaint to us with the help of a rep... (4 pages)View decision -
Decision Reference DRN-5481275
29 Apr 2025 Wakam UpheldInsuranceDRN-5481275 The complaint Mr H complains that Wakam (a French insurance company) mishandled a claim on a motor insurance policy. What happened In 2013, a court sentenced Mr H to 30 months imprisonment for offences of wounding and possessing a bladed or pointed object. In 2017, a court... (4 pages)View decision -
Decision Reference DRN-5498004
29 Apr 2025 V12 Retail Finance Limited UpheldConsumer CreditDRN-5498004 The complaint Mrs A complains that some flooring that she paid for using a fixed sum loan agreement with V12 Retail Finance Limited isn’t of satisfactory quality and hasn’t been fitted correctly. What happened I issued a provisional decision on this complaint last month in w... (6 pages)View decision -
Decision Reference DRN-5498535
29 Apr 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5498535 The complaint Mrs W complains that she’s been paying for a car that she hasn’t received under a finance agreement with CA Auto Finance UK Limited. What happened I’ve issued two provisional decisions on this complaint and in my first provisional decision I described Mrs W’s r... (4 pages)View decision -
Decision Reference DRN-5373533
29 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5373533 The complaint Mrs M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) hasn’t refunded £2,000 paid out of a NatWest account held in her name without her authorisation. What happened The background to this complaint is well known to both parties, so ... (2 pages)View decision -
Decision Reference DRN-5130333
29 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5130333 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened In July 2022, Miss M was supplied with a used car through a hire purchase agreement with Black Horse. She paid... (3 pages)View decision -
Decision Reference DRN-5508462
29 Apr 2025 Clydesdale Bank Plc UpheldConsumer CreditDRN-5508462 The complaint Mr D is unhappy with the service he received from Clydesdale Bank Plc, trading as Virgin Money, surrounding his application for a new loan. What happened In December 2024, Mr D applied for a personal loan with Virgin. Mr D believed that his application would be... (3 pages)View decision -
Decision Reference DRN-5454490
29 Apr 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5454490 The complaint Mr S complains that The Prudential Assurance Company (Prudential) overstated the value of his Personal Pension Plans causing problems and then provided unclear and inconsistent explanations. He says the compensation paid by Prudential for the inconvenience is i... (5 pages)View decision -
Decision Reference DRN-5441080
29 Apr 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5441080 The complaint Miss M is unhappy that Advantage Insurance Company Limited (“Advantage”) declined her accidental damage claim under her contents insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are ... (4 pages)View decision
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