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-5601036
23 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5601036 The complaint Mr S complains about the discrepancy of the deposit he paid towards a car that was supplied through a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS). Mr S has been represented on this complaint. But to keep things simple I’ll on... (3 pages)View decision -
Decision Reference DRN-5541039
23 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5541039 The complaint Miss W complains TSB Bank plc unfairly closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint is well known to bot... (3 pages)View decision -
Decision Reference DRN-5645377
23 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5645377 The complaint Mrs K complains that a car supplied to her under a conditional sale agreement with Volvo Car Financial Services UK Limited (VCFS) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my... (4 pages)View decision -
Decision Reference DRN-5543488
23 Sep 2025 Howden Employee Benefits & Wellbeing Limited Not upheldInsuranceDRN-5543488 The complaint Ms R is unhappy with the service she received from Howden Employee Benefits & Wellbeing Limited trading as Howden Life & Health when she tried to take out a new private medical insurance policy. What happened The details of this complaint are well known... (2 pages)View decision -
Decision Reference DRN-5786506
23 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5786506 The complaint Mr M, Mrs Y and Mrs Y1 complain about the difficulties they had making a claim against their travel insurance policy with Inter Partner Assistance SA. Reference to IPA includes its agents. Mr M, Mrs Y and Mrs Y1 have subsequently made a further complaint about... (3 pages)View decision -
Decision Reference DRN-5782711
23 Sep 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5782711 The complaint Mr R complains that Yorkshire Building Society (YBS) didn’t give him sufficient warning when he transferred money from his current ISA to his new ISA, that he would lose his ISA tax allowance for the year. He also says that when he discussed this with YBS they ... (2 pages)View decision -
Decision Reference DRN-5742896
23 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5742896 The complaint Miss M complains about a repair by Admiral Insurance (Gibraltar) Limited’s approved repairer following a claim on her motor insurance. What happened Miss M had an Admiral motor insurance policy. In September 2023, its approved repairer fixed her car following a... (3 pages)View decision -
Decision Reference DRN-5707938
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5707938 The complaint Mr P complains HSBC UK Bank Plc treated him unfairly when it recorded a false application marker with Cifas (a fraud database). He’d like HSBC to delete the entry against him. What happened Mr P applied for an account with HSBC in February 2021, but after the b... (2 pages)View decision -
Decision Reference DRN-5579381
23 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5579381 The complaint Miss B is unhappy with the quality of a car financed using a hire purchase agreement from Lendable Ltd trading as Autolend. What happened In June 2024 Miss B entered into a hire purchase agreement with Lendable for a used car. The car was around eight years old... (3 pages)View decision -
Decision Reference DRN-5816212
23 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5816212 The complaint Mr W complains TSB Bank plc (“TSB”) closed his account and did so without explanation. Mr W is also unhappy that TSBC said it was sorry to see him go after TSB had instigated the closure, and that it caused substantive delay in handling his complaint. To put th... (2 pages)View decision
