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 123440 results
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Decision Reference DRN-5481021
23 Jun 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5481021 The complaint Mr D complained about end of contract charges for a car supplied on finance by Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions. What happened Novuna supplied Mr D with a new car on a hire agreement in April 2019. The initial contract was for 4... (4 pages)View decision -
Decision Reference DRN-5625149
23 Jun 2025 Bastion Insurance Company Limited UpheldInsuranceDRN-5625149 The complaint Miss B is unhappy with what Bastion Insurance Company Limited did after she made a claim on her mobile phone insurance policy. What happened Miss B took out mobile phone insurance with Bastion in April 2023. Following the theft of her phone in February 2024 she... (3 pages)View decision -
Decision Reference DRN-5538884
23 Jun 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5538884 The complaint Mr B complains about the way Accredited Insurance (Europe) Ltd (Accredited) handled a claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In August 20... (5 pages)View decision -
Decision Reference DRN-5554288
23 Jun 2025 Stonebridge International Insurance Ltd UpheldInsuranceDRN-5554288 The complaint Mrs M complains that Stonebridge International Insurance Ltd declined a claim on her pet insurance policy. Where I refer to Stonebridge International Insurance Ltd, that includes its agents and claims handlers acting on its behalf. What happened Mrs M took out ... (3 pages)View decision -
Decision Reference DRN-5634907
23 Jun 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5634907 The complaint Miss B is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In August 2022, Miss B was supplied with a used car through a hire purchase agreement with BMF. She... (5 pages)View decision -
Decision Reference DRN-5625544
23 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5625544 The complaint Mr C complains that Red Sands Insurance Company (Europe) Limited (“Red Sands”) declined his claim for the failure of sealed glazing units and a draught coming through bifold doors under his household warranty policy. When I mention Red Sands I also mean its sup... (3 pages)View decision -
Decision Reference DRN-5232237
23 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5232237 The complaint Mr A complains that a car supplied to him under a hire purchase agreement with Marsh Finance Limited (MFL) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision w... (6 pages)View decision -
Decision Reference DRN-5542427
23 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5542427 The complaint Miss R has complained Santander UK plc won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened In October 2024 Miss R used a cash machine outside a local supermarket to withdraw £230. She was concerned at a notice displa... (3 pages)View decision -
Decision Reference DRN-5633377
23 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5633377 The complaint Mr and Mr K complain that Inter Partner Assistance SA (IPA) declined their claim against their travel insurance policy. Reference to IPA includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them aga... (4 pages)View decision -
Decision Reference DRN-5634467
23 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5634467 The complaint Miss B is unhappy that Nationwide Building Society did not obtain a refund for a payment made using her Nationwide debit card. What happened I issued a provisional decision about this complaint on 9 June 2025, which set out the background to the complaint: “Mis... (4 pages)View decision
