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-5927072
10 Dec 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5927072 The complaint Ms O is unhappy that a car supplied to her under a conditional sale agreement with Stellantis Financial Services UK Limited was of an unsatisfactory quality. What happened In January 2022, Ms O was supplied with a used car through a conditional sale agreement ... (4 pages)View decision -
Decision Reference DRN-5791705
10 Dec 2025 RAC Insurance Limited Not upheldInsuranceDRN-5791705 The complaint Mrs B and Mr B complain about the service they received from RAC Insurance Limited (“RAC”) during a claim they made on their breakdown insurance policy. Mr B has acted as the main representative during the claim and complaint process. So, for ease of reference... (3 pages)View decision -
Decision Reference DRN-5966903
10 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5966903 The complaint Mrs O complains that American Express Services Europe Limited (“AESEL”) has incorrectly recorded a default against her, and she’s been harassed by debt collection agencies. What happened AESEL defaulted Mrs O’s credit card account in March 2024 and referred th... (4 pages)View decision -
Decision Reference DRN-6011710
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6011710 The complaint Mr and Mrs P’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)... (17 pages)View decision -
Decision Reference DRN-6010297
10 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6010297 The complaint Mr W and Ms C complain that Nationwide Building Society failed to send Mr W a new debit card. Although this complaint involves a joint account, it relates to the impact on Mr W, so I will mainly refer to Mr W throughout this decision. What happened Mr W holds... (4 pages)View decision -
Decision Reference DRN-5837467
10 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5837467 The complaint Mrs O complains American Express Services Europe Limited (“AESEL”) is incorrectly claiming she owes a balance on her credit card account. What happened Mrs O raised a previous dispute about whether the credits and debits on her account balanced, following a me... (4 pages)View decision -
Decision Reference DRN-5914670
10 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5914670 The complaint Mr G complains that Bank of Scotland plc trading as Halifax will not reimburse funds he lost to a scam. Mr G is represented by a firm, but for ease I have only referred to Mr G in this decision. What happened Mr G came across an advertisement for an investmen... (2 pages)View decision -
Decision Reference DRN-5834344
10 Dec 2025 Chubb European Group SE Not upheldInsuranceDRN-5834344 The complaint Ms A has complained that Chubb European Group SE unreasonably refused to repair her new mobile phone and instead provided her with a refurbished mobile phone. She also complained that Chubb appeared to know her password with her network provider. What happened... (4 pages)View decision -
Decision Reference DRN-5970915
10 Dec 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5970915 The complaint Ms B complains that Scottish Widows Limited has failed to add pension savings that have been transferred from an occupational pension scheme to a pension plan she held with the firm. What happened Ms B held pension savings with Scottish Widows. Those pension sa... (3 pages)View decision -
Decision Reference DRN-5959333
10 Dec 2025 Alphabet (GB) Ltd Not upheldConsumer CreditDRN-5959333 The complaint Miss H complains about adverse information she believes has been added to her credit file by Alphabet (GB) Ltd (“Alphabet”) in relation to a hire agreement she took out with them. What happened Miss H acquired a car using a hire agreement with Alphabet. Miss H... (3 pages)View decision