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
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Decision Reference DRN-5416249
21 Mar 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5416249 The complaint Mr C complains about the quality of a new motorcycle he acquired through a hire purchase agreement (HPA), financed by Billing Finance Limited (Billing). What happened In May 2023, Mr C acquired a new motorcycle through a HPA, financed by Billing. The cash price... (6 pages)View decision -
Decision Reference DRN-5890440
27 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5890440 The complaint Mr F complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened In December 2024, Mr F signed up to what he believed to be a legitimate online casino, which I’ll refer to... (4 pages)View decision -
Decision Reference DRN-2252158
19 Nov 2020 Bank of Scotland Plc Not upheldInsuranceDRN-2252158 The complaint Mr and Mrs G complain that Bank of Scotland plc trading as Halifax mis-sold them payment protection insurance (“PPI”). What happened Mr and Mrs G took out a mortgage with PPI in 2001. Halifax told us that the policy covered them both and it protected the monthly m... (3 pages)View decision -
Decision Reference DRN-5507674
11 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5507674 The complaint Miss F complains that Revolut Ltd won’t reimburse funds she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. On 18 February 2025, Miss F received a call on her mobile telep... (4 pages)View decision -
Decision Reference DRN7825121
26 Jan 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs D on behalf of C, a limited company, complained about the way Aviva Insurance Limited handled a claim under its commercial “all risks” insurance policy.backgroundAt the end of October 2016 C made a claim after a water leak badly damaged its premises. The busin... (5 pages)View decision -
Decision Reference DRN-5236430
31 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5236430 The complaint Mr G complains about Lloyds Bank General Insurance Limited (Lloyds) declining a claim under his home insurance policy for damage at his property caused by a fire. Reference to Lloyds in this decision includes their agents. What happened In April 2024 Mr G ret... (5 pages)View decision -
Decision Reference DRN-4723533
5 Apr 2024 Butterworth Spengler Commercial Limited Not upheldInsuranceDRN-4723533 The complaint G, a limited company represented by its director Mr B, has complained about its commercial property broker, Butterworth Spengler Commercial Limited. What happened Mr B used broker A to arrange cover for a building G owned, which comprised let residential flats and... (4 pages)View decision -
Decision Reference DRN-3484050
14 Jun 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3484050 The complaint Mr H complains about Liverpool Victoria Insurance Company Limited’s (LV) decision to decline his claim for the theft of his car, under his motor insurance policy. What happened In May 2021 Mr H’s car was stolen from his driveway. He reported the theft to the polic... (4 pages)View decision -
Decision Reference DRN-3050408
21 Sep 2021 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-3050408 The complaint Mr S complains that Lloyds Bank General Insurance Limited has unfairly rejected a claim for damage under his home insurance policy. He would like it to cover the cost of the necessary repairs. Mr S has been represented by his daughter, Mrs K, in this complaint. I ... (4 pages)View decision -
Decision Reference DRN4183385
25 Aug 2015 Close Brothers Limited UpheldBanking and creditMr F complains about a second hand van supplied to him under a conditional saleagreement with Close Brothers Limited, trading as Close Motor Finance (“CMF”).backgroundMr F complains first about the quality of a second hand van supplied to him in December 2013, under a ... (4 pages)View decision