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 124111 results
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Decision Reference DRN-5782397
29 Aug 2025 RAYMOND JAMES INVESTMENT SERVICES LIMITED UpheldInvestmentsDRN-5782397 The complaint Mrs D complains about the suitability of investment decisions that Raymond James Investment Services Limited made on her behalf within her discretionary managed portfolio. What happened In 2012, having previously been advised by a Raymond James adviser, Mrs D ... (14 pages)View decision -
Decision Reference DRN-5724164
29 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5724164 The complaint Mrs H complains that the end of contract charges invoiced by Mercedes-Benz Financial Services UK Limited “(MBFS”) when she returned a car were unfair. What happened In October 2021 Mrs H entered into a hire purchase agreement (a personal contract plan) for a ne... (3 pages)View decision -
Decision Reference DRN-5462831
29 Aug 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5462831 The complaint Mr B complains that Zopa Bank Limited (Zopa) didn’t follow the correct process when his vehicle was subject to a rejection. Mr B believes he’s been impacted financially as a result. What happened In June 2023, Mr B acquired a used car through a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5784762
29 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5784762 The complaint Miss P complains Fortegra Europe Insurance Company Ltd (“Fortegra”) has unfairly declined her claim for a replacement car under her motor warranty policy whilst hers was being repaired. She says being without a car has caused her financial hardship and distress... (3 pages)View decision -
Decision Reference DRN-5782461
29 Aug 2025 Vodafone Limited UpheldConsumer CreditDRN-5782461 The complaint Mr F complains about the sale of a fixed sum loan agreement taken out with Vodafone Limited. What happened In January 2024, Mr F took out a fixed sum loan agreement with Vodafone to pay for a brand new mobile telephone handset. I’ll call this handset ‘Device On... (4 pages)View decision -
Decision Reference DRN-5784848
29 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5784848 The complaint Mr O complains that Haven Insurance Company Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hybrid electric car made by a premium-brand car-maker and first registered... (9 pages)View decision -
Decision Reference DRN-5782057
29 Aug 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5782057 The complaint Mr M and Ms M complain that ARAG Legal Expenses Insurance Company Limited declined a claim on the tenant default section of their landlord’s insurance policy. What happened Mr M and Ms M are landlords of a property that was let to a tenant. There had been some ... (4 pages)View decision -
Decision Reference DRN-5784706
29 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5784706 The complaint Miss E complains about a car supplied under a personal contract purchase (‘PCP’) agreement, provided by CA AUTO FINANCE UK LTD (‘CA’). What happened Around October 2024, Miss E acquired a used car under a PCP agreement with CA. The car is listed with a cash pr... (6 pages)View decision -
Decision Reference DRN-5755884
29 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5755884 The complaint Ms D complains that esure Insurance Limited mishandled a claim on her motor insurance policy. What happened In about 2019, Ms D acquired a car that had first been registered in about 2010. For the year from mid-April 2022, Ms D had the car insured on a compre... (5 pages)View decision -
Decision Reference DRN-5634901
29 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5634901 The complaint Mr and Mrs P complain (‘Nationwide’), haven’t reimbursed them following an Authorised Push Payment (‘APP’) property investment scam they fell victim to. They say Nationwide should reimburse them for the money they lost. Mr and Mrs P have brought the complaint ... (7 pages)View decision
