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 4569 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-5840169
25 Sep 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5840169 The complaint Mr S complains that he’s been paying for a car he hasn’t received, under a hire purchase agreement taken out with CA Auto Finance UK Ltd (“CAAF”). What happened In September 2023, Mr S says he visited a dealership and saw a car he wanted to buy. To pay for the ... (4 pages)View decision -
Decision Reference DRN0644543
29 Aug 2018 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L & Miss O complained they have been treated unfairly by Calpe Insurance Company Limited (Calpe), as it wants them to pay a motor policy excess for a disputed accident claim.References to Calpe include its agents.backgroundCalpe provides motor insurance to Miss ... (4 pages)View decision -
Decision Reference DRN-3682120
8 Nov 2022 Masthaven Bank Limited Not upheldMortgagesDRN-3682120 The complaint Mr and Mrs M complain about errors and delays by Masthaven Bank Limited with their bridge loan. They ask that it refunds loan costs incurred due to the delays and pays compensation for their time and trouble. What happened Mr and Mrs M agreed to buy a property at ... (3 pages)View decision -
Decision Reference DRN-5628173
5 Aug 2025 MARSHALL MOTOR GROUP LIMITED Not upheldConsumer CreditDRN-5628173 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with Marshall Motor Group Limited (Marshall) acting as supplying dealer and broker was mis-sold. When I refer to what Mr F has said and what Marshall have said, it should also be taken ... (3 pages)View decision -
Decision Reference DRN5777366
9 Dec 2019 Santander UK Plc Not upheldInvestment and pensionsMr N complains about the investment hub he opened with Santander UK Plc. He’s unhappy that Santander, without his authority, unnecessarily opened a cash account. In doing so it acted improperly.backgroundOn 17 March 2017, Mr N opened a Santander Investment Hub account and invested £100 int... (4 pages)View decision -
Decision Reference DRN1506147
22 Sep 2015 Simplyhealth Access UpheldInsurance (excluding PPI)Mrs W complains about Simplyhealth Access’ decision to withdraw its Private Patients Scheme (PPS) - a private medical insurance scheme of which she was a member. backgroundI issued a provisional decision on 21 August 2015, a copy of which is attached and forms part o... (5 pages)View decision -
Decision Reference DRN-4198203
9 Aug 2023 RCI Financial Services Limited Not upheldConsumer CreditDRN-4198203 The complaint Mr S complained to RCI Financial Services Limited when a car he acquired under a hire purchase agreement wasn’t as expected. What happened RCI agreed credit for Mr S in April 2016 via a third party dealership in order to acquire a car. The cash price of the car wa... (3 pages)View decision -
Decision Reference DRN-3940895
6 Feb 2023 Allianz Insurance Plc UpheldInsuranceDRN-3940895 The complaint Mr R has complained about Allianz Insurance Plc’s decision to reject his claim under a Motor Trade Select insurance policy. What happened Mr R agreed to swap a vehicle he owned, which I’ll refer to as ‘vehicle M’, plus an additional amount in cash, for a van. He’d... (3 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
