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 121115 results
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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 -
Decision Reference DRN-5524335
2 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5524335 The complaint Mr B and Mr R complain about Lloyds Bank General Insurance Limited’s handling of a claim under their home insurance policy. Lloyds has been represented on the claim by its agents, including the Loss Adjuster. For simplicity, at points, I’ve referred to the acti... (3 pages)View decision -
Decision Reference DRN-5596476
2 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5596476 The complaint Mr S complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened In April 2023, Mr S made payments totalling over £7,000 to a cryptocurrency exchange. He believed he was investing his funds, having been in... (7 pages)View decision -
Decision Reference DRN-5596109
2 Jun 2025 Freetrade Limited UpheldInvestmentsDRN-5596109 The complaint Mr L complains that Freetrade Limited incorrectly advised him that he’d be able to trade some shares on its platform. When that turned out not to be the case, he asked to transfer the shares to another platform. He says this took too long. Mr L says the combina... (6 pages)View decision -
Decision Reference DRN-5423039
2 Jun 2025 The New India Assurance Company Limited UpheldInsuranceDRN-5423039 The complaint Mr R and Ms R complain about The New India Assurance Company Limited (“New India”)’s handling of their buildings insurance claim. Mr R and Ms R are represented by “B”. However, for ease I will refer to Mr R and Ms R below. All references to New India also inclu... (3 pages)View decision