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-5771813
27 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5771813 The complaint Mrs S is unhappy with what Aviva Insurance Limited did after she made claims on her legal expenses insurance policy. What happened In May 2024 Mrs S sought assistance with a claim against her neighbour. She said he wasn’t taking action to repair a boundary wall... (3 pages)View decision -
Decision Reference DRN-5521405
27 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5521405 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance was of an unsatisfactory quality. What happened The complaint circumstances are well known to both parties, so I don’t... (4 pages)View decision -
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
