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-5158162
6 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5158162 The complaint Mrs R complains that the vehicle she acquired through Stellantis Financial Services UK Limited (“SFS”) wasn’t of satisfactory quality. She says the vehicle is not fit for purpose and wants the vehicle repairing at no cost to herself. What happened Mrs R entered... (4 pages)View decision -
Decision Reference DRN-4743509
22 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4743509 The complaint Mr S complains that U K Insurance Limited (UKI) cancelled his car insurance policy without telling him and he was then stopped by the Police for driving without insurance. What happened Mr S took out a car insurance policy with UKI on 20 September 2023 to start on... (4 pages)View decision -
Decision Reference DRN7258158
27 Apr 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs S took out a policy. She complained that – when British Gas first visited – it turned off her boiler and said she would have to pay for a new heat... (2 pages)View decision -
Decision Reference DRN-3261690
30 Jun 2022 FCA Automotive Services UK Ltd Not upheldConsumer CreditDRN-3261690 The complaint Mr S complains that a vehicle he has been financing through an agreement with FCA Automotive Services UK Ltd (“FCA”) was misrepresented to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I... (2 pages)View decision -
Decision Reference DRN6415900
30 Jun 2015 Lloyds Bank PLC UpheldPayment protection insurance (PPI)Mr R complains that Lloyds Bank PLC plc mis-sold him a regular premium payment protection insurance (PPI) policy.backgroundThis complaint is about a monthly premium PPI policy taken out by Mr R in 2003, in connection with a mortgage. The policy provided cover for Mr R... (2 pages)View decision -
Decision Reference DRN-4006044
5 Apr 2023 AWP P&C SA UpheldInsuranceDRN-4006044 The complaint Mrs W and Mr W have complained about the settlement received from AWP P&C SA when making a claim under their travel insurance policy. What happened The details are well known to the parties so I won’t repeat them here. In summary Mr W dislocated his hip on the... (2 pages)View decision -
Decision Reference DRN-3185637
24 Feb 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3185637 The complaint Miss I complains that she was mis-sold an Ultimate Reward Current Account (URCA) in August 2015 by Bank of Scotland plc trading as Halifax (Halifax). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The... (2 pages)View decision -
Decision Reference DRN1481788
28 Dec 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr F complains that The Royal Bank of Scotland Plc (“RBS”) irresponsibly gave him a loan and is unhappy about the registration of the charge over his property. He wants matters put right.backgroundMr F applied successfully to RBS for a loan in order to buy a busine... (2 pages)View decision -
Decision Reference DRN8480016
20 Jun 2013 Home Retail Group Card Services Limited UpheldBanking and creditMr J complains that Home Retail Group Card Services Limited (trading as Argos Card) (“Argos”) unfairly registered a default against him with credit reference agencies. He also complains of poor communication by Argos when he asked for an explanation and information about his account.bac... (2 pages)View decision -
Decision Reference DRN7196099
13 Mar 2017 Old Mutual Wealth Life Assurance Limited Not upheldInvestment and pensionsMr H complains Old Mutual Wealth Life Assurance Limited failed to t e ll him 11 of his policies were set to mature so he could extend them. As a result he’s lost out on tax benefits which can’t be restored.backgroundAn adjudicator at this service felt Old Mutual’... (2 pages)View decision
