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 380824 results
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Decision Reference DRN-5683547
16 Jul 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5683547 The complaint Ms M complains about issues arsing from the collection of a car at the end of a hire agreement with ALD Automotive Limited. What happened A new car was supplied to Ms M under a hire agreement with ALD Automotive that she signed in November 2018. The hire period... (3 pages)View decision -
Decision Reference DRN-5682035
16 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5682035 The complaint Mr L is unhappy that MBNA Limited can’t guarantee that his direct debit payment will be taken on the exact same day every month. What happened Mr L raised a complaint with MBNA because he was unhappy that they were taking his monthly direct debit on different d... (2 pages)View decision -
Decision Reference DRN-5347978
16 Jul 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5347978 The complaint Ms H has complained that Fairmead Insurance Limited declined a claim she made on her buildings insurance policy. Reference to Fairmead includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summar... (3 pages)View decision -
Decision Reference DRN-5250074
16 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5250074 The complaint Mr J complains about a car supplied to him using a hire agreement taken out with Motability Operations Limited (“MOL”). What happened Mr J acquired a new car using a hire agreement with MOL. The minimum term of the agreement was for three years, and regular, m... (2 pages)View decision -
Decision Reference DRN-5410288
16 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5410288 The complaint Mr H complains about the way American Express Services Europe Limited handled his claim for a refund after he bought faulty goods with his credit card. What happened In August 2024 Mr H bought a pair of AirPods at an air-side outlet at Gatwick airport. He says ... (2 pages)View decision -
Decision Reference DRN-5628008
16 Jul 2025 Clydesdale Bank Plc Not upheldConsumer CreditDRN-5628008 The complaint Mr H complains that Clydesdale Bank Plc, trading as Virgin Money, didn’t default his personal loan after he entered a Debt Arrangement Scheme (“DAS”). What happened Mr H entered a DAS to deal with his debts in 2022; it was approved in March, with the first pay... (2 pages)View decision -
Decision Reference DRN-5337515
16 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5337515 The complaint Mrs A complains about the quality of a used car that was supplied through a hire purchase agreement with MotoNovo Finance Limited (MotoNovo). Mrs A has been represented on this complaint, but to keep things simple I’ll only refer to Mrs A throughout my decisio... (3 pages)View decision -
Decision Reference DRN-5696623
16 Jul 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5696623 The complaint F, a limited company, complains that Starling Bank Limited didn’t reimburse it after it fell victim to an investment fraud. F is being represented here by its sole director, Mr G. For simplicity’s sake, I’ve generally referred to Mr G in the text of the decisio... (5 pages)View decision -
Decision Reference DRN-5697427
16 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5697427 The complaint Mr M complains about AXA Insurance UK Plc’s (‘AXA’) handling of a claim made on his home insurance policy after his home was destroyed in a fire. References to AXA include its agents. What happened The events of this claim will be well known to both parties, ... (6 pages)View decision -
Decision Reference DRN-5258258
16 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5258258 The complaint Mr R complains that Bank of Scotland trading as Halifax failed to protect him at a time he was falling victim to a scam and that’s its not reimbursed him since the scam was reported. Mr R is represented in his complaint by a professional representative. But I’l... (4 pages)View decision
