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 381196 results
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Decision Reference DRN-5679986
9 Jul 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5679986 The complaint Mr M complained about end of contract charges for a car supplied on finance by Stellantis Financial Services UK Limited trading as PSA Finance UK. What happened Both parties are familiar with the events of the complaint which I’ve briefly summarised here. Ste... (5 pages)View decision -
Decision Reference DRN-5604657
9 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5604657 The complaint Mr D complains about the way that Inter Partner Assistance SA (IPA) handled a medical assistance claim he made on a travel insurance policy. Mr W’s represented by Mrs W. What happened The background to this complaint is well-known to both parties. So I’ve simpl... (5 pages)View decision -
Decision Reference DRN-5504021
9 Jul 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5504021 The complaint Mr M complains that Tesla Financial Services Limited (Tesla) wouldn’t allow him to cancel his hire agreement within the 14 day ‘cooling off ‘period. He would like it to do so. What happened The details of this complaint are well known to both parties, so I won... (2 pages)View decision -
Decision Reference DRN-5669610
9 Jul 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5669610 The complaint Miss M complains that a car acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (“TFS”) wasn’t of satisfactory quality when it was supplied to her. What happened The parties are familiar with the background of this complaint so I w... (5 pages)View decision -
Decision Reference DRN-5615065
9 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5615065 The complaint Mr A and Miss K have complained that Tesco Underwriting Limited have caused delays and provided a poor service when they made an escape of water claim under their home insurance policy. What happened In October 2023 Mr A and Miss K made a claim for damage cause... (3 pages)View decision -
Decision Reference DRN-5651634
9 Jul 2025 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-5651634 The complaint Mrs W complains AJ Bell Management Limited (‘AJ Bell’) incorrectly emailed her personal data to another customer, causing her a great deal of distress and worry, as well as inconvenience. What happened Mrs W has a self-invested personal pension (‘SIPP’) with A... (3 pages)View decision -
Decision Reference DRN-5640090
9 Jul 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5640090 The complaint Mr P complains TransUnion International UK Ltd is reporting information on his credit file, relating to an account he says isn’t his. What happened Around August 2023 Mr P contacted TransUnion to say a company I’ll refer to as B, were recording a default on hi... (6 pages)View decision -
Decision Reference DRN-5313132
9 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5313132 The complaint Mr and Mrs C complain that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) scam. Whilst the complaint relates to payments from Mr and Mrs C’s joint account, it was Mrs C who referred the complai... (5 pages)View decision -
Decision Reference DRN-5671576
9 Jul 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5671576 The complaint Mr H and his partner Miss B complain that First Central Insurance Management Limited (“First Central”) mishandled a motor insurance policy. What happened The subject matter of the insurance and the complaint is a car, first registered in 2019. In Augst 2022, ... (4 pages)View decision -
Decision Reference DRN-5669441
9 Jul 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5669441 The complaint Mr W complains First Central Underwriting Limited (First Central) acted unfairly and unreasonably in its handling of a claim on his motor insurance policy. First Central are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the ... (3 pages)View decision
