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 121479 results
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Decision Reference DRN-5584065
2 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5584065 The complaint Mr and Mrs W are unhappy with the way Lloyds Bank General Insurance Limited dealt with a claim on their buildings insurance policy following a storm. Mr and Mrs W have been represented by a relative. I’ll refer to any comments made by the relative as though th... (10 pages)View decision -
Decision Reference DRN-5564677
2 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5564677 The complaint Mrs R has complained that Kroo Bank Ltd won’t reimburse her for a cash withdrawal where she’s explained that the cash did not properly dispense. What happened In October 2024, Mrs R tried to withdraw £230 at an ATM. The amount debited her account, but she’s exp... (2 pages)View decision -
Decision Reference DRN-5597835
2 Jun 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5597835 The complaint Mr O complains that Nelson Insurance Company delayed in settling his claim following the theft of his taxi, and the settlement valuation was too low. What happened Mr O held a Private and Public Hire insurance policy with Nelson for his taxi vehicle. In July 2... (3 pages)View decision -
Decision Reference DRN-5595160
2 Jun 2025 Fintern Ltd UpheldConsumer CreditDRN-5595160 The complaint Mr K complains that Fintern Ltd trading as Abound lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: In January 2024 Mr K app... (5 pages)View decision -
Decision Reference DRN-5597339
2 Jun 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5597339 The complaint Mr S complains that a car supplied to him under a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance (HF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were se... (7 pages)View decision -
Decision Reference DRN-5141519
2 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5141519 The complaint Mr W is unhappy with how Admiral Insurance (Gibraltar) Limited (Admiral) have handled his subsidence claim on his home Insurance policy. Any reference to Admiral includes its agents. What happened The background of this complaint is well known to both parties... (3 pages)View decision -
Decision Reference DRN-5597483
2 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5597483 The complaint Mrs S has complained about Santander UK Plc holding her liable for a debt which was taken out as part of a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In mid-2024, Mrs S fell victim to a cryptocurrency ... (2 pages)View decision -
Decision Reference DRN-5558548
2 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5558548 The complaint Mr D says National Westminster Bank Plc irresponsibly lent to him. What happened Mr D is complaining about two loans he took out from NatWest. The first, in OctoberrtoberOctoberOctober 2021, was for £19,000 over 63 months. The monthly repa The monthly reppaymen... (3 pages)View decision -
Decision Reference DRN-5596156
2 Jun 2025 Sabre Insurance Company Limited UpheldInsuranceDRN-5596156 The complaint Mr S complains about Sabre Insurance Company Limited (‘Sabre’) and says they unfairly increased his premiums on his motor insurance policy. What happened Mr S took out a motor insurance policy with Sabre in September 2022 as an international license holder. He... (3 pages)View decision -
Decision Reference DRN-5596453
2 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5596453 The complaint Mr W has complained that he is unhappy with the quality of a car he acquired in January 2024, using a hire purchase agreement with Tandem Motor Finance Limited (“Tandem”). What happened Mr W acquired a used BMW in January 2024, using a hire purchase agreement ... (4 pages)View decision
