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 386169 results
-
Decision Reference DRN-5834527
27 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5834527 The complaint Mr G complains about a car supplied to him using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In October 2024, Mr G acquired a used car using a hire purchase agreement with MotoNovo. The car was nearly nine year... (5 pages)View decision -
Decision Reference DRN-5872879
27 Nov 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5872879 The complaint Mr K complains about the time taken by Mulsanne Insurance Company Limited to make a claim decision. He also complains about poor customer service. What happened The background to this complaint is well known to the parties, so I won’t repeat all the details he... (3 pages)View decision -
Decision Reference DRN-5961518
27 Nov 2025 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-5961518 The complaint Mr M complains, through a representative, that the advice he received from Pi Financial Ltd to transfer his defined benefit occupational pension scheme to a personal pension arrangement was unsuitable. What happened I issued my provisional decision on this comp... (13 pages)View decision -
Decision Reference DRN-5576276
27 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5576276 The complaint D a limited company complains NATIONAL WESTMINSTER BANK PUBLIC COMPANY LIMITED unfairly blocked its account and withheld funds. D is represented by a director – Mr D. What happened The facts of the complaint are well known to both parties, so I will only prov... (3 pages)View decision -
Decision Reference DRN-5863259
27 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5863259 The complaint Miss P complains Starling Bank Limited recorded a marker against her on a fraud database. She doesn’t think it’s treated her fairly. What happened Miss P held an account with Starling. In May 2021, she received a payment from a third- party, through a bank tra... (3 pages)View decision -
Decision Reference DRN-5842905
27 Nov 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5842905 The complaint Mr C complains about the quality of a vehicle that was supplied through a hire purchase agreement with Stellantis Financial Services UK Limited (SFS). Mr C also believes the finance agreement was mis-sold to him. What happened In January 2023, Mr C acquired a n... (4 pages)View decision -
Decision Reference DRN-5647964
27 Nov 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5647964 The complaint Mr R complains Accelerant Insurance Europe SA/NV UK Branch has unfairly avoided his policy and so declined a claim he made on his commercial home insurance policy. Mr R has been represented in bringing this complaint, but for ease I’ve referred to all comments... (3 pages)View decision -
Decision Reference DRN-5973312
27 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5973312 The complaint Mr W complained to us that Aviva had made mistakes and given him the wrong information over a number of years in respect of accessing his pension benefits. He told us this was going to cause him future loss of around £84,000. What happened In 2022 the Finance ... (9 pages)View decision -
Decision Reference DRN-5680046
27 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5680046 The complaint Mr F complains about his liability in relation to a hire purchase agreement taken out with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera). What happened In August 2023, a used vehicle costing £35,500 was purchased and financ... (3 pages)View decision -
Decision Reference DRN-5960548
27 Nov 2025 OneSavings Bank Plc UpheldMortgagesDRN-5960548 The complaint Mr V complains that OneSavings Bank Plc trading as Kent Reliance didn’t treat him fairly when he fell into arrears on his mortgage. He complains that it’s taken repossession action, failed to tell him about court hearings, and misled the court. What happened Mr... (4 pages)View decision
