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 4777 results
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Decision Reference DRN-4661670
25 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4661670 The complaint Mr W complains about the charges Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (“Novuna”), applied when he returned a car at the end of his hire agreement. What happened Mr W entered into a hire agreement with Novuna on 1 December 2018; the... (3 pages)View decision -
Decision Reference DRN-4832079
25 Jul 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-4832079 The complaint Mr O complains about how Watford Insurance Company Europe Limited (“Watford”) dealt with a claim he made on his motor insurance policy. This document has been provided in English and Romanian. What happened Mr O had a motor insurance policy with Wa... (3 pages)View decision -
Decision Reference DRN0153018
10 Apr 2017 Santander Consumer (UK) Plc Not upheldBanking and creditMr T complains that a used car supplied by Santander Consumer (UK) plc (trading as Santander Consumer Finance) under a finance agreement is not as described. background Mr T acquired the car in July 2016.It coast nearly £17,000. And Mr T says he only agreed to this ... (3 pages)View decision -
Decision Reference DRN1765187
16 Jan 2019 Equifax Limited Not upheldBanking and creditMr R complains about various errors he says Equifax Limited has recorded on his credit file. And he says it’s failed to acknowledge his complaint. He wants an explanation and compensation.backgroundMr R told us he’d written two letters to Equifax on successive days in ... (3 pages)View decision -
Decision Reference DRN8161098
22 Feb 2017 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr L complains that Volkswagen Financial Services (UK) Limited, trading as Porsche Financial Services, (“PFS”), didn’t allocate the payment of £30,000 he made towards his hire purchase agreement with it in April 2016, until September 2016. He would like PFS to credit his... (3 pages)View decision -
Decision Reference DRN-3267657
1 Feb 2022 esure Insurance Limited UpheldInsuranceDRN-3267657 The complaint Mr M complains that esure Insurance Limited avoided his motor insurance policy and refused to pay his claim. Reference to esure includes its agents. What happened Mr M took out a motor insurance policy with esure over the telephone. When he was involved in a road ... (3 pages)View decision -
Decision Reference DRN9271345
21 Aug 2013 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that Ageas Insurance Limited settled a third party’s personal injury claim against his motor insurance policy without contacting him. He maintains he was not involved in the incident and is concerned about how the claim, and Ageas’ handling of it, reflects on his reputa... (3 pages)View decision -
Decision Reference DRN-5939353
14 Nov 2025 Bastion Insurance Company Limited UpheldInsuranceDRN-5939353 The complaint Mr S has complained about Bastion Insurance Company Limited. He isn’t happy about the way it dealt with a claim under his motor breakdown policy. For ease of reading any reference to Bastion includes its agents. What happened I looked at this case and provide... (3 pages)View decision -
Decision Reference DRN-2074492
28 Aug 2020 MotoNovo Finance Limited UpheldConsumer CreditDRN-2074492The complaintMr A complains that MotoNovo Finance Limited failed to help have a faulty car repaired.What happenedIn August 2019, Mr A acquired a second-hand car costing £15,601 funded by a deposit of £10,000 and the balance with hire purchase finance. It was five years old and h... (3 pages)View decision -
Decision Reference DRN1793391
25 Feb 2015 MEM Consumer Finance Limited Not upheldBanking and creditMiss K complains that MEM Consumer Finance Limited is pursuing her for a debt under a payday loan agreement which she does not owe, and has wrongly registered defaults against her credit file.backgroundOur adjudicator did not recommend that this complaint should be upheld. She said th... (3 pages)View decision