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-5739830
8 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5739830 The complaint Mrs C and Mr C complain that unsatisfactory repairs were carried out to their vehicle and Admiral Insurance (Gibraltar) Limited (Admiral) didn’t offer an appropriate cash in lieu settlement following a claim on their motor insurance policy. Mr C is a named driv... (5 pages)View decision -
Decision Reference DRN-5700636
8 Aug 2025 Black Horse Limited UpheldConsumer CreditDRN-5700636 The complaint Mr M complains about problems he has had with a car Black Horse Limited supplied to him under a hire purchase agreement. What happened Whilst I won’t set everything that has happened out in detail here, I am mindful that the timeline of events provided by both... (8 pages)View decision -
Decision Reference DRN-5312517
8 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5312517 The complaint Mr H complains, via a representative, that Santander UK Plc (“Santander”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, ... (3 pages)View decision -
Decision Reference DRN-4485790
8 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4485790 The complaint Mr and Mrs M complain they were mis-sold a whole life policy by Aviva Life & Pensions UK Limited (originally Equity & Law). They are unhappy, following a policy review in 2019, that the policy has become worthless and won’t provide the cover they reques... (6 pages)View decision -
Decision Reference DRN-5450716
8 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5450716 The complaint Mr O is unhappy Lloyds Bank Plc (“Lloyds”) hasn’t offered him a refund after he complained about being the victim of a scam. What happened Mr O says he found an advert for a car on a classified ads website for £2,000. Interested, Mr O went to see the car in per... (4 pages)View decision -
Decision Reference DRN-5735085
8 Aug 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5735085 The complaint Mr M complains about the outcome of a claim he made under section 75 of the Consumer Credit Act 1974 to Tesco Personal Finance Limited (“Tesco”). Mr M is represented in this complaint by his daughter. For ease of reference and reading, I’ll refer to Mr M throug... (4 pages)View decision -
Decision Reference DRN-5361862
8 Aug 2025 Next Retail Limited Not upheldConsumer CreditDRN-5361862 The complaint Mr H complains that Next Retail Limited (“Next”) recorded a hard search on his credit file and opened a credit agreement for him without his consent. He also complains they didn’t close his account when he asked them to. What happened The background of this com... (3 pages)View decision -
Decision Reference DRN-5676822
8 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5676822 The complaint Mr C complains about the way Aviva Insurance Limited (‘Aviva’) handled a claim he made on his home insurance policy. What happened The following is intended as a summary of key events only. Mr C made a claim on his property insurance policy around June 2024 d... (4 pages)View decision -
Decision Reference DRN-5607148
8 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5607148 The complaint Miss L complains that Admiral Insurance (Gibraltar) Limited gave her insufficient or misleading information concerning the effects on her premium of claiming on her motor insurance policy. What happened Miss L had an accident in which she reversed into a parked... (2 pages)View decision -
Decision Reference DRN-5346946
8 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5346946 The complaint Mr K complains about how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) dealt with a claim he made in relation to a transaction financed using a fixed sum loan agreement. What happened In July 2023, Mr K bought flooring from a compan... (4 pages)View decision
