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-4198051
22 Sep 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4198051 The complaint Mrs K complains that the car she acquired financed through a hire purchase agreement with Blue Motor Finance Ltd wasn't of satisfactory quality. What happened Mrs K is represented in her complaint. However, for the sake of simplicity in this decision I have r... (4 pages)View decision -
Decision Reference DRN-4150693
13 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4150693 The complaint Mr O complains National Westminster Bank Plc (“NatWest”) closed his accounts without explanation. Mr O also complains NatWest failed to properly support him in paying off his overdraft debt and registered a default against him. Mr O wants compensation for the dist... (4 pages)View decision -
Decision Reference DRN9464691
28 Oct 2015 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr P’s complaint is that Admiral Insurance Company Limited didn’t fully explain the differences between having his claim dealt with directly by Admiral or by a partner credit hire service. In particular, that a hire car provided by a third party agency wouldn’t be co... (4 pages)View decision -
Decision Reference DRN-4979944
27 Feb 2025 Atlantic Money Ltd Not upheldBanking and PaymentsDRN-4979944 The complaint Mr D complains that Atlantic Money Ltd failed to protect him from losing money to a scam. He also complains it failed to take adequate steps to recover his money. What happened The background of this complaint is already known to both parties, so I won’t repeat... (4 pages)View decision -
Decision Reference DRN0567353
18 Dec 2018 Career Finance 4 Trade Skills Limited UpheldBanking and creditMr S complains that Career Finance 4 Trade Skills Limited (“CF4TS”) won’t refund the money he paid for a vocational training course. backgroundIn July 2014 Mr S enrolled on a domestic gas engineer course with an independent training provider. He chose to fund it by ... (4 pages)View decision -
Decision Reference DRN-5742563
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5742563 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, first registered in February 2016. According to its ... (7 pages)View decision -
Decision Reference DRN-5301801
2 Feb 2025 Think Money Limited Not upheldBanking and PaymentsDRN-5301801 The complaint Ms C complains that Think Money Limited (“Think”) failed to refund transactions she didn’t recognise. What happened Ms C explained that whilst on a break from her work she checked her Think app on her phone and noticed a number of payments had left her account ... (5 pages)View decision -
Decision Reference DRN3526794
19 Mar 2019 CIS General Insurance Limited UpheldInsurance (excluding PPI)Miss V and Mrs V have complained about the way CIS General Insurance Limited dealt with a claim Miss V - as a named driver - made under Mrs V’s car insurance policy. backgroundMiss V made two claims under Mrs V’s policy to CIS: in February and March 2018. Miss V made ... (4 pages)View decision -
Decision Reference DRN7569377
19 Mar 2020 Specialist Motor Finance Limited UpheldBanking and creditMr M complains that the vehicle he acquired through a hire purchase agreement financed by Specialist Motor Finance Limited was misrepresented. He wants to reject the vehicle and end the agreement.backgroundMr M tells us he acquired the vehicle in February 2019. Prior to supply he says he’d... (4 pages)View decision -
Decision Reference DRN6735088
19 Oct 2015 Octagon Insurance Company Limited UpheldInsurance (excluding PPI)Ms Y has complained about the amount Octagon Insurance Company Limited offered her for the market value of her car when she made a claim under her motor policy following an accident.backgroundMs Y was involved in an accident and reported it to Octagon. It offered ... (4 pages)View decision
