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 4563 results
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Decision Reference DRN-3598132
14 Sep 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3598132 Complaint Mr and Mrs C complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say were misrepresented to them by the supplier. Mr and Mrs C are r... (7 pages)View decision -
Decision Reference DRN8235161
2 Dec 2014 Elite Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains that Elite Insurance Company Limited declared his motor insurance void after he had already cancelled it. He wants records of the voidance removed from all databases. backgroundMr M called his broker to report a non-fault incident, as required under his motor insurance poli... (2 pages)View decision -
Decision Reference DRN-3709797
28 Oct 2022 Santander UK Plc Not upheldMortgagesDRN-3709797 The complaint The complaint is about a charge applied to a property which was owned by X with Santander UK Plc (known at the time as National & Provincial Building Society). X died in February 2019; her estate is represented here by Mr E, one of the executors of the estate.... (3 pages)View decision -
Decision Reference DRN4730120
3 Sep 2013 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains about how UK Insurance Limited (“UKI”) handled and settled a fault claim under his motor insurance policy, without keeping him informed and without considering all the evidence.background Mr W’s vehicle, driven by a named driver under the policy, was involved in a minor... (3 pages)View decision -
Decision Reference DRN-5046788
3 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5046788 The complaint Mr and Mrs L complain that Nationwide Building Society has not refunded the money they lost to what they believe was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of what h... (3 pages)View decision -
Decision Reference DRN-3766626
21 Oct 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3766626 The complaint Ms R complains Transunion International UK Limited have incorrect information on her credit file. What happened In September 2021, Ms R says she received a copy of her credit report from a company, who I’ll refer to as “C”. C show a consumer their credit informati... (5 pages)View decision -
Decision Reference DRN-4496899
5 Feb 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4496899 The complaint Mr A has complained about the way Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) administered a hire purchase agreement. Mr A has been represented but, to keep things simple, I’ll mainly refer to Mr A throughout. What happened ... (5 pages)View decision -
Decision Reference DRN6997300
10 May 2017 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMiss A complains that the car she acquired through a hire purchase agreement (HPA) with Mercedes-Benz Financial Services UK Limited (the business) was not of satisfactory quality.backgroundMiss A entered into a three year HPA with business in October 2014 to acquire... (3 pages)View decision -
Decision Reference DRN-1252241
25 Mar 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1252241The complaintMr A complains that Aviva Insurance Limited trading as Quotemehappy.com (Aviva) recorded a claim against him on a motor insurance policy. What happenedMr A insured his car with Aviva. It contacted him to say it had been told by another insurance company that he’d be... (3 pages)View decision -
Decision Reference DRN-5907548
30 Oct 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5907548 The complaint Miss M complains about a car supplied to her using a hire purchase agreement taken out with Startline Motor Finance Limited (“Startline”). What happened In December 2023, Miss M acquired a used car using a hire purchase agreement with Startline. The car was ne... (5 pages)View decision
