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-5733680
18 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5733680 The complaint Mr S has complained that Bank of Scotland plc (“BoS”) mis-sold him a fee-paying Silver account in March 2024. Mr S has given a number of reasons why he says it was mis-sold. These include that he was told he had to take out the packaged account to get an overdr... (3 pages)View decision -
Decision Reference DRN-5711998
18 Aug 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5711998 The complaint Mr O complains that Sainsbury's Bank Plc failed to handle security checks properly and rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In November 2019 Mr O enrolled in a training course at a cost of £27,700, part of wh... (3 pages)View decision -
Decision Reference DRN-5755850
18 Aug 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5755850 The complaint Mr C complains Secure Trust Bank Public Limited Company, trading as V12 Retail Finance (which I’ll call “V12”), unfairly rejected his section 75 claim for a sofa he says was mis-sold. What happened I issued my provisional decision on 1 August 2025. An extract ... (4 pages)View decision -
Decision Reference DRN-5672314
18 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5672314 The complaint Mr G complains that Royal & Sun Alliance Insurance Limited (“RSA”) has treated him unfairly in relation to a claim under his legal expenses insurance (“LEI”). What happened The background of this complaint is well known between the parties, so I’ll just pro... (3 pages)View decision -
Decision Reference DRN-5586658
18 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5586658 The complaint Mr J has complained about the way Domestic & General Insurance Plc (“D&G”) handled a claim he made under his washing machine insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair an... (2 pages)View decision -
Decision Reference DRN-5759798
18 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5759798 The complaint Ms D and Ms M complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a cancellation claim under their travel insurance policy. What happened Ms D and Ms M bought a travel insurance policy online, provided by IPA. Ms D telephoned IPA’s agent afterwards... (3 pages)View decision -
Decision Reference DRN-5664514
18 Aug 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5664514 The complaint Mr T complains about the cost of his motor insurance premium charged by First Central Insurance Management Limited (First Central). He believes the cost increased due to a fraudulent claim recorded against him and wrongly awarded penalty points. References to ... (4 pages)View decision -
Decision Reference DRN-5759489
18 Aug 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5759489 The complaint Mr G is unhappy that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (Vauxhall) was misrepresented to him and of unsatisfactory quality. What happened In September 2022, Mr G en... (5 pages)View decision -
Decision Reference DRN-5557758
18 Aug 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5557758 The complaint Mrs X complains that Marks & Spencer Financial Services Plc trading as M&S Bank (“M&S Bank”) failed to obtain a chargeback and rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”) What happened In September 2024 Mrs X booked three a... (3 pages)View decision -
Decision Reference DRN-5759509
18 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5759509 The complaint Miss T complains that NewDay Ltd trading as Fluid irresponsibly lent to her. What happened Miss T was approved for a Fluid credit card in May 2022 with a credit limit of £1,500. The credit limit was increased to £2,350 in March 2023. The credit limit was increa... (4 pages)View decision
