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-2457688
11 May 2021 MCE Insurance Company Limited Not upheldInsuranceDRN-2457688 The complaint Mr H is unhappy with the way MCE Insurance Company Limited handled a claim from a third party representative (TPR) under his motorcycle insurance policy. What happened MCE received a claim from a TPR in December 2018 about an alleged incident involving Mr H’s moto... (3 pages)View decision -
Decision Reference DRN1850126
2 May 2018 Loan.Co.UK Limited Not upheldBanking and creditMiss T complains that Loan.co.UK Ltd (“LCU”) didn’t treat her fairly or reasonably when dealing with her application for a second mortgage. She wants matters put right.backgroundMiss T wanted to buy a piece of land, the price of which was lowered as the seller wanted ... (3 pages)View decision -
Decision Reference DRN4673539
31 Dec 2018 Pendragon Finance and Insurance Services Limited UpheldBanking and creditMrs W complains that she was mis-sold a finance agreement by Pendragon Finance and Insurance Services Limited. backgroundIn October 2017 Mrs W was supplied with a car and entered into a hire purchase agreement with Pendragon Finance.Mrs W says that she made the sales... (3 pages)View decision -
Decision Reference DRN7146159
9 May 2013 E Insurance Services Ltd UpheldInsurance (excluding PPI)This complaint concerns eBike’s initial decision to reject a theft claim on Mr D’s motorcycle policy and the proposed settlement when it changed its mind. backgroundIn summary, Mr D’s claim was initially declined because eBike was not satisfied he had taken reasonable steps to safegu... (3 pages)View decision -
Decision Reference DRN7393486
20 Sep 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMr D complains that the car he acquired through a conditional sale agreement with Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (BPF) wasn’t of satisfactory quality. He also complains that a default has been applied to his account.backgroundMr D entered into a... (3 pages)View decision -
Decision Reference DRN3582326
26 Feb 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)summary of complaintIn summary, this complaint concerns the sale of a regular premium payment protection insurance (PPI) policy taken out in conjunction with a loan in October 2009. Mrs H believes Lloyds mis-sold her the policy. my findingsI have carefully considered all of the availa... (3 pages)View decision -
Decision Reference DRN1224094
25 Feb 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mrs L complains that she was mis-sold a monthly premium payment protection insurance (“PPI”) policy by Lloyds Bank PLC. The policy was sold in connection with a credit card in 1997. In essence, Mrs L states that she does not remember PPI ever being discussed and that it was added to he... (3 pages)View decision -
Decision Reference DRN-5731010
27 Oct 2025 Honda Finance Europe Plc Not upheldConsumer CreditDRN-5731010 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with Honda Finance Europe plc was misrepresented to him and wasn’t of satisfactory quality. What happened A new car was supplied to Mr H under a hire purchase agreement with Hond... (3 pages)View decision -
Decision Reference DRN-4806347
19 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4806347 The complaint Mr D complains that Santander UK Plc won’t reimburse him money he lost after being defrauded. What happened In 2021, Mr D was looking to have renovations carried out at his family home and posted an ad online looking for recommendations. He received the details... (3 pages)View decision -
Decision Reference DRN-5185747
31 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5185747 The complaint Mr S complains that Covea Insurance plc (“Covea”) hasn’t settled his claim following the theft of his vehicle. What happened Mr S took out a motor trade road risks policy with Covea on behalf of his business, which I’ll refer to as “A”. Another policyholder was... (3 pages)View decision