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-5162640
24 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5162640 The complaint Mr W has complained about the charges that CA AUTO FINANCE UK LTD (CA Auto), applied when he handed back a car he had acquired under a hire purchase agreement. When I refer to what Mr W and/or CA Auto have said and/or done, it should also be taken to include t... (5 pages)View decision -
Decision Reference DRN-5704886
24 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5704886 The complaint Mr S is complaining that MotoNovo Finance Limited (“MotoNovo”) mis-sold him a finance agreement for a vehicle. What happened In December 2016, Mr S entered into a hire purchase (HP) agreement with MotoNovo to finance the purchase of a car. In December 2019 he d... (3 pages)View decision -
Decision Reference DRN-5650597
24 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5650597 The complaint Mr J complains that Capital One (Europe) plc registered a default on his credit file. What happened In November 2016 Mr J took out a credit card with Capital One. By 2019 he had fallen behind with payments. In November 2021 the account was defaulted. In March 2... (2 pages)View decision -
Decision Reference DRN-5543551
24 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5543551 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) declined a claim made on his car insurance policy because it considered he was driving over the legal alcohol limit. What happened Mr C was involved in an accident on 18 July 2023 when while... (4 pages)View decision -
Decision Reference DRN-5709945
24 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5709945 The complaint Mr P complains Lloyds Bank PLC didn’t do enough to protect him when he fell victim to an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events # <br />View decision
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Decision Reference DRN-5467964
24 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5467964 The complaint Mr G complaints that TSB Bank plc won’t completely refund him for payments he made as a result of a scam. What happened Mr G was the victim of a fraudulent investment company that I’ll refer to as W. Using remote access software, W guided him through sending mo... (3 pages)View decision -
Decision Reference DRN-5539506
24 Jul 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5539506 The complaint Mr T complains about how Aviva Life & Pensions UK Limited has dealt with his enquiries about an interest payment it made following the late payment of a pension commencement lump sum (“PCLS” – otherwise known as tax free cash) in August 2024. What happened ... (3 pages)View decision -
Decision Reference DRN-5610133
24 Jul 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-5610133 The complaint Mr F complains that Northern Bank Limited (trading as Danske Bank) blocked his credit card when he only requested that it block a transaction. What happened Mr F says he called Danske Bank on 22 July 2024 to request it blocked payments to a holiday company wit... (2 pages)View decision -
Decision Reference DRN-5609815
24 Jul 2025 QBE UK Limited Not upheldInsuranceDRN-5609815 The complaint Mrs E complains that QBE UK Limited unfairly declined a claim she made on her motor warranty. Reference to QBE includes its agents. What happened Mrs E holds a motor warranty with QBE. When her car broke down, she took her car to a garage. The garage said the p... (2 pages)View decision -
Decision Reference DRN-5707919
24 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5707919 The complaint Mr R complains about how AXA Insurance UK Plc (AXA) has handled a claim on his motor insurance policy. What happened Mr R was involved in an accident with a third-party vehicle in August 2022. When Mr R reported the accident to AXA, who he held a motor insuran... (4 pages)View decision
