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 1466 results
-
Decision Reference DRN5844367
9 Apr 2019 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs C complain about the rejection of their claim by AXA Insurance UK Plc. backgroundI issued a provisional decision on this case as follows – ‘Mr and Mrs C hold cover with AXA for their property, and they made a claim for damage totheir drainage system. AX... (2 pages)View decision -
Decision Reference DRN-5980091
27 Nov 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5980091 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of an unsatisfactory quality. When I refer to what Mr M or Northridge have said or done, it should also be tak... (5 pages)View decision -
Decision Reference DRN-2245636
5 Nov 2020 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-2245636 The complaint Mr and Mrs S’s complaint is about the refusal of a claim for theft under their home insurance policy with China Taiping Insurance (UK) Co Ltd (“CTI”). What happened Mr and Mrs S made a claim under the policy in late February 2019, after they discovered a chainsaw ... (3 pages)View decision -
Decision Reference DRN5608070
8 May 2014 RAC Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs D complain about RAC Insurance Limited’s service under a European Breakdown Policy after their motor home broke down in Europe. background Mr and Mrs D’s motor home broke down in Germany en route to Amsterdam where they were due to catch a ferry back to the UK. As the vehicl... (3 pages)View decision -
Decision Reference DRN-3943165
6 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3943165 The complaint Miss T complains that Monzo Bank Ltd won’t refund money she lost when she fell victim to a scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key points. Miss T wa... (3 pages)View decision -
Decision Reference DRN2779785
20 Mar 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs F’s complaint relates to British Gas Insurance Limited’s handling of their home emergency insurance claim. All references to British Gas include its appointed agents.background After noticing a leak coming from their loft, Mr and Mrs F contacted British Gas to attend. A Briti... (3 pages)View decision -
Decision Reference DRN-5268265
19 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5268265 The complaint Mr S, who is represented by a third party, complains that Bank of Scotland plc (‘BoS’) acted irresponsibly when it agreed to provide him with an overdraft facility and then went on to increase the level of credit. He says BoS failed to take into account his rel... (4 pages)View decision -
Decision Reference DRN-5458011
9 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5458011 The complaint Mr B is unhappy that Lloyds Bank PLC won’t fully refund the payments he made as part of a scam. What happened In 2024 Mr B came across an advert on social media for a cryptocurrency investment company, I’ll call “A”. Interested in the opportunity, he left his d... (6 pages)View decision -
Decision Reference DRN-5483583
3 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5483583 The complaint Miss R is unhappy with the quality of a car financed with Oodle Financial Services Limited using a hire purchase agreement. What happened In March 2024, Miss R entered into a hire purchase with Oodle for a used car. The car was around 10 years old and had been ... (3 pages)View decision -
Decision Reference DRN-1938049
18 Feb 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-1938049 The complaint Mrs B complains Nationwide Building Society has unfairly declined a claim she made under section 75 of the Consumer Credit Act 1974. She would like Nationwide to honour her claim. What happened Mrs B is represented in her claim by Mr B, for ease I will refer to Mr... (5 pages)View decision