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 392389 results
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Decision Reference DRN-6006179
11 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-6006179 The complaint Mr and Mrs R complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid their travel insurance claim. All references to IPA include the agents appointed to administer claims and complaints on its behalf. What happened Mr and Mrs R were insured under a tra... (4 pages)View decision -
Decision Reference DRN-5792686
11 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5792686 The complaint Mr C has raised a complaint against Bank of Scotland plc, trading as Halifax, for refusing to refund a payment he made in 2020 which he believes was directed towards a scam. A professional representative, R, has brought the complaint to our service on Mr C’s b... (3 pages)View decision -
Decision Reference DRN-5915228
11 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-5915228 The complaint Mr G complains about the settlement esure Insurance Limited paid him following a claim on his motor insurance policy. He also complained about the way esure handled his complaint and the delays it caused when reassessing his settlement. What happened Mr G has ... (3 pages)View decision -
Decision Reference DRN-6000546
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6000546 The complaint Miss C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 197... (11 pages)View decision -
Decision Reference DRN-5833569
11 Dec 2025 Lendable Ltd UpheldConsumer CreditDRN-5833569 The complaint Mrs H is unhappy that a car supplied to her under a hire purchase agreement with Lendable Ltd trading as Autolend was of an unsatisfactory quality. What happened In February 2025, Mrs H was supplied with a used car through a hire purchase agreement with Autole... (5 pages)View decision -
Decision Reference DRN-6007311
11 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6007311 The complaint Mr C complains that a car acquired under a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (‘ALPHERA’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of t... (2 pages)View decision -
Decision Reference DRN-5966990
11 Dec 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5966990 The complaint Ms H is complaining that she doesn’t think her car was properly repaired after she made a claim on an after the event insurance (‘ATE’) policy provided by AA Underwriting Insurance Company Limited (‘AA’). What happened In June 2024 Ms H’s car was hit by a third... (3 pages)View decision -
Decision Reference DRN-5985857
11 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5985857 The complaint Mr R has complained about the way Admiral cancelled his motor insurance policy. What happened Mr R took out a policy with Admiral online in August 2024. When it was renewed, Admiral found there were no payment details on file, so asked Mr R to supply these. Mr ... (3 pages)View decision -
Decision Reference DRN-6014607
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6014607 The complaint Mrs O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 19... (10 pages)View decision -
Decision Reference DRN-5961328
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5961328 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision