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 4323 results
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Decision Reference DRN-3187937
16 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3187937 The complaint Mr E complains that he was unaware Bank of Scotland plc defaulted his credit card account. What happened Mr E had a credit card with Bank of Scotland plc, trading as Halifax. In 2019 Mr E contacted Halifax to make a manual payment from a debit card with another ba... (5 pages)View decision -
Decision Reference DRN-3792108
9 Mar 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3792108 The complaint Mr B is unhappy that the cash price of the car supplied to him through a Hire Purchase Agreement with BMW Financial Services(GB) Limited, trading as Alphera Financial Services (BMWFS), was more than the cash price he’d been told by the dealer. What happened In Mar... (3 pages)View decision -
Decision Reference DRN-4636766
11 Mar 2024 Shawbrook Bank Limited Not upheldMortgagesDRN-4636766 The complaint This complaint arises out of the redemption of a commercial mortgage Ms K and Mr M held with Shawbrook Bank Limited. Mr M, who has dealt with the complaint throughout, says that in 2017 Shawbrook made an error on a property address when registering its legal charg... (3 pages)View decision -
Decision Reference DRN-4721627
29 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4721627 The complaint Mr A complains about how NewDay Ltd administered his credit card account. What happened Mr A held a credit card with NewDay. In January 2022, NewDay sent Mr A a default notice. It did so because it said he hadn’t made at least the minimum contractual repayment to... (3 pages)View decision -
Decision Reference DRN-4708323
26 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4708323 The complaint Mrs W complains that esure Insurance Limited mishandled her motor insurance policy. What happened Mrs W had a car, first registered in 2020. She insured it with esure for the year from early May 2023. The cost of the insurance was about £320.00. Later, Mrs W order... (3 pages)View decision -
Decision Reference DRN-4922162
22 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4922162 The complaint Mr and Mrs G have complained about their car insurer Ageas Insurance Limited, they feel the settlement it paid to them after their car was written-off was too low. The policy is in the name of Mrs G, with Mr G as a named driver. For ease of reading through the... (3 pages)View decision -
Decision Reference DRN-3594225
5 Aug 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3594225 The complaint Mr K complained because Vanquis Bank Limited didn’t agree that someone had fraudulently opened an account in his name. What happened On 11 July 2021, a Vanquis credit card was opened using Mr K’s details. The card was used later in July for two transactions, one ... (3 pages)View decision -
Decision Reference DRN-1991217
23 Jul 2020 esure Insurance Limited Not upheldInsuranceDRN-1991217 The complaintMr A complains that esure Insurance Limited is involved with incorrectly recording that his car has been written off when it hasn’t been. What happenedWhen Mr A tried to sell his car a dealer told him his insurer had recorded the car as having been written off. He... (2 pages)View decision -
Decision Reference DRN-5298849
12 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5298849 The complaint Mr L has complained about an excess mileage charge, following the end of his car finance agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘AFS’). What happened Mr L entered into a hire agreement for a new car. He ret... (2 pages)View decision -
Decision Reference DRN5006710
8 Jan 2020 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Miss Y and Mrs Y have complained about Admiral Insurance Company Limited’s handling of a claim on their motor insurance policy.Miss Y is the policyholder and Mrs Y is a named driver on the policy. But almost all the correspondence and communication concerning the complaint has been with Mi... (3 pages)View decision
