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-5608978
29 Aug 2025 One Insurance Limited UpheldInsuranceDRN-5608978 The complaint Mr G complains against One Insurance Limited about a decision that led to the cancelation of his motor insurance policy. What happened Mr G obtained cover from One Insurance through a broker. Shortly after the cover was taken out, the broker completed checks on... (3 pages)View decision -
Decision Reference DRN-5713211
29 Aug 2025 First Central Underwriting Limited UpheldInsuranceDRN-5713211 The complaint Mr H complains First Central Underwriting Limited (First Central) unfairly increased the cost of his motor insurance policy and collected the additional amount from his bank account without his consent. First Central are the underwriters of this policy i.e. th... (3 pages)View decision -
Decision Reference DRN-5783477
29 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5783477 The complaint Ms H is unhappy that a car supplied to her under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA) was of unsatisfactory quality. When I refer to what Ms H or CA have said or done, it should also be taken to include things said or done on their behalf.... (5 pages)View decision -
Decision Reference DRN-5640338
29 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5640338 The complaint Mrs S complains that a car supplied to him under a hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (AFS) is of unsatisfactory quality. What happened In August 2024, Mrs S entered into a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5783301
29 Aug 2025 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5783301 The complaint Mrs A complains she’s not received her annual statement from Scottish Friendly due to an issue with their IT system. Mrs A is supported by her husband in bringing this complaint. For ease, I will refer to all actions as being those of Mrs A. What happened Mrs ... (3 pages)View decision -
Decision Reference DRN-5390965
29 Aug 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5390965 The complaint Mr C complains about the quality of a car that was supplied through a conditional sale agreement with Santander Consumer (UK) Plc (Santander). What happened In March 2024, Mr C acquired a used car through a conditional sale agreement with Santander. The car was... (4 pages)View decision -
Decision Reference DRN-5379415
29 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5379415 The complaint Mr J is unhappy Lloyds Bank PLC will not refund the money he lost as the result of a scam. Mr J brought his complaint through a representative. For ease of reading, I will refer solely to Mr J in this decision. What happened As both parties are aware of the det... (4 pages)View decision -
Decision Reference DRN-5780852
29 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5780852 The complaint Mr S complains that Inter Partner Assistance SA (IPA) hasn’t paid his travel insurance claim and about its service. My references to IPA include its claim handling agents. What happened Mr S had travel insurance, insured by IPA. He made a claim in March 2023 af... (4 pages)View decision -
Decision Reference DRN-5294401
29 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5294401 The complaint Mr U complains Lloyds Bank Plc (“Lloyds”) has declined to reimburse him £10,000 which he says he lost to an investment scam. What happened Mr U was told about an investment opportunity with a company I will refer to as “V” by a friend of his. Interested, Mr U a... (5 pages)View decision -
Decision Reference DRN-5447011
29 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5447011 The complaint Ms B is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse her after she fell victim to a scam. Ms B has brought her complaint with the assistance of a professional representative. For ease of reading, I will refer to Ms B throughout this decision. What ha... (7 pages)View decision
