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 361839 results
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Decision Reference DRN-5407789
21 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5407789 The complaint Miss S complains about the quality of a new car she acquired through Volkswagen Financial Services (UK) Limited (‘VW’). Miss S says that she has had persistent problems with the infotainment system on the car as Apple CarPlay (‘CarPlay’) can stop working at tim... (5 pages)View decision -
Decision Reference DRN-5195456
21 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5195456 The complaint Mr G complains that Nationwide Building Society failed in its duty to support him as a vulnerable customer when his compulsive spending problem resulted in him losing a significant amount of money from his account. What happened Between May 2018 and January 20... (3 pages)View decision -
Decision Reference DRN-5125404
21 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5125404 The complaint Miss M complains about the quality of a new car she acquired through a personal contract purchase with Santander Consumer (UK) Plc trading as MG Motor Financial Services (‘MGFS’). Miss M says that the car has had number of issues since she acquired it and so it... (4 pages)View decision -
Decision Reference DRN-5415504
21 Mar 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5415504 The complaint Ms T complains that Link Financial Outsourcing Limited (Link) treated her unfairly when they reneged on their acceptance of her settlement offer. What happened I set out the background to this complaint and my initial findings in my provisional decision dated 6... (3 pages)View decision -
Decision Reference DRN-5170150
20 Mar 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5170150 The complaint Mrs F and Mr F have complained that Great Lakes Insurance UK Limited declined a claim they made under their annual travel insurance policy. What happened The background of this complaint is well known to all parties. In summary In April 2023 Mr and Mrs F had bo... (3 pages)View decision -
Decision Reference DRN-5291279
20 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5291279 The complaint Mr K complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. Mr K fell victim to an investment scam after speaking... (4 pages)View decision -
Decision Reference DRN-5415147
20 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5415147 The complaint Mr J has brought a complaint on behalf of his business L. For ease I will refer to Mr J throughout this decision. Mr J is unhappy with Barclays Bank UK PLC about a data breach that allowed a former colleague (Mr P) to access the business account. Mr J said Mr ... (2 pages)View decision -
Decision Reference DRN-4913258
20 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-4913258 The complaint A company, which I’ll refer to as C, complains that AXA Insurance UK Plc (AXA) inconsistently applied a tracker device endorsement to its Mini Fleet insurance policy. What happened The detailed background to this complaint is well known to both parties. So, I’l... (3 pages)View decision -
Decision Reference DRN-4806759
20 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4806759 The complaint Mrs D is unhappy that Nationwide Building Society (“Nationwide”) won’t refund her the money she lost, to what she believes to be a scam. In bringing her complaint to our service, Mrs D has used the services of a professional representative. For simplicity I wi... (3 pages)View decision -
Decision Reference DRN-5365291
20 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5365291 The complaint Mr S and Mrs S complain that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined their claim for storm damage under their home buildings insurance policy and failed to carry out repairs under the home emergency aspect of their cover. I’ll refer... (3 pages)View decision
