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 388057 results
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Decision Reference DRN-5698353
17 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5698353 The complaint Mr M complains that a motorbike that was supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited, trading as Moneybarn, wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint last month in which I... (5 pages)View decision -
Decision Reference DRN-5596137
17 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5596137 The complaint Mr D is unhappy with several aspects of the service he’s received from National Westminster Bank Public Limited Company (“NatWest”). What happened On 26 July 2024, Mr D raised a complaint with NatWest about the following points: 1. Mr D was unhappy with Cora, ... (3 pages)View decision -
Decision Reference DRN-5222172
17 Jul 2025 Honda Finance Europe Plc Not upheldConsumer CreditDRN-5222172 The complaint Mr N complains about issues that he’s had with a car that was supplied to him under a hire purchase agreement with Honda Finance Europe plc. What happened A new car had been supplied to Mr N under a finance agreement with Honda Finance in October 2019. He refina... (2 pages)View decision -
Decision Reference DRN-5382724
17 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5382724 The complaint Mr B has complained about Ageas Insurance Limited. He isn’t happy that it avoided his motor insurance policy (treated it like it never existed). What happened Mr B took out a motor insurance policy through a broker and was placed with Ageas. However, when Mr B... (2 pages)View decision -
Decision Reference DRN-5690220
17 Jul 2025 St. James's Place Wealth Management Plc Not upheldMortgagesDRN-5690220 The complaint Mrs P complains that she and her late husband Mr P received unsuitable mortgage advice from St James’s Place Wealth Management Plc (SJP). What happened Mrs P and the late Mr P were clients of SJP. Over the years they received mortgage advice, as well as investm... (4 pages)View decision -
Decision Reference DRN-5512618
17 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5512618 The complaint Mr H and Mrs H complain that Royal & Sun Alliance Insurance Limited (‘RSA’) increased their insurance policy premiums, despite making no claims on the policy. Mr H has acted as the main representative during the claim and complaint process. So, for ease of... (2 pages)View decision -
Decision Reference DRN-5632316
17 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5632316 The complaint Mr M complains that Capital One (Europe) plc defaulted his credit card account while the account was in Debt Respite Scheme (DRS). What happened Mr M says he was made redundant from his job, which caused him financial difficulties. And as a result, he went int... (4 pages)View decision -
Decision Reference DRN-5449023
17 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5449023 The complaint Ms B complains that the car she acquired through Motability Operations Limited (“MO”) wasn’t of satisfactory quality and she’s unhappy with the way in which MO has investigated her complaint. What happened In January 2023 Ms B was supplied with a car by MO fina... (3 pages)View decision -
Decision Reference DRN-5627723
17 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5627723 The complaint Mr M and Ms R complain that The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) unfairly declined their property insurance claim due to a “wear and tear” exclusion. Mr M and Ms R are professionally represented in this complaint. However, ... (4 pages)View decision -
Decision Reference DRN-5326012
17 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5326012 The complaint Ms M complains about the quality of a car supplied to her under a financial agreement with Stellantis Financial Services UK Limited (Stellantis). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise ... (3 pages)View decision