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-5745249
27 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5745249 The complaint Mrs D complains that HSBC UK Plc won’t refund money she lost when she was the victim of a job scam. Mrs D is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to... (5 pages)View decision -
Decision Reference DRN-5651302
27 Aug 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5651302 The complaint Mr B complains about a car supplied under a Personal Contract Purchase (‘PCP’) agreement, provided by CA AUTO FINANCE UK LTD (‘CA’). Mr B has been represented on this complaint, but to keep things simple I will only refer to Mr B in the decision. What happene... (4 pages)View decision -
Decision Reference DRN-5726679
27 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5726679 The complaint Mr L complains that Volkswagen Financial Services (UK) Limited (‘VWFS’), trading as Audi Financial Services, shouldn’t have paid a parking fine that was due on a car he was leasing through them. What happened Mr L took receipt of a car in September 2022. He fin... (2 pages)View decision -
Decision Reference DRN-5545816
27 Aug 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5545816 The complaint Mr K complains through a representative that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (Quid Market) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr K’s borrowing can be found below. loan number loa... (4 pages)View decision -
Decision Reference DRN-5660600
27 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5660600 The complaint Miss V complains Vanquis Bank Limited (Vanquis) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Miss V says Vanquis approved a credit card account for her in September 2019 with a credit limit of £... (3 pages)View decision -
Decision Reference DRN-5585768
27 Aug 2025 Covea Insurance plc Not upheldInsuranceDRN-5585768 The complaint Mr S has complained about Covea Insurance plc’s decision to settle a claim he made under his van insurance policy as a fault claim. What happened Mr S was involved in an incident with a motorbike. He made a claim to his insurer, Covea. Covea settled Mr S’s clai... (3 pages)View decision -
Decision Reference DRN-5620328
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5620328 The complaint Ms S complains, with her husband as representative, that National Westminster Bank PLC unfairly refused to pay her its £150 ‘Switcher Offer’ after she moved her account to the bank. What happened Ms S applied to switch her current account to a NatWest Reward A... (3 pages)View decision -
Decision Reference DRN-5243723
27 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5243723 The complaint Mr W complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. Mr W referred his complaint to this service with the help of a professional representative. However, for eas... (3 pages)View decision -
Decision Reference DRN-5726984
27 Aug 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5726984 The complaint Mr A complains that Stellantis Financial Services UK Limited trading as Vauxhall Finance (“Stellantis”) lent to him without carrying out sufficient checks into his finances. Had better checks been made Stellantis would’ve discovered he had poor credit history a... (4 pages)View decision -
Decision Reference DRN-5595458
27 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5595458 The complaint Mr I complains about what Royal & Sun Alliance Insurance Limited did after he made a claim on his legal expenses insurance policy. What happened In September 2024 Mr I sought assistance from his legal expenses policy. He said his trade union hadn’t provided... (2 pages)View decision
