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-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 DRN3601624
11 Mar 2018 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C is unhappy that a claim against his policy has been settled as a fault claim by his motor insurer Acromas Insurance Company Limited (Acromas). He says he doesn’t recall the incident and hasn’t been given the opportunity to give his side of what happened.Referen... (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 -
Decision Reference DRN-5796961
29 Sep 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5796961 The complaint Mr H complains about the way Bank of Scotland plc trading as Halifax dealt with his loan account after he sought a payment holiday. He’s particularly concerned that Halifax recorded default information on his credit file and that it passed the debt to a third p... (3 pages)View decision -
Decision Reference DRN9759938
13 Sep 2017 Conister Bank Limited UpheldBanking and creditMr M complains that the car he acquired through a hire purchase agreement (HPA) with Conister Bank Limited (the business) was not of satisfactory quality. He says that he has given the dealer the opportunity to fix the issues and this has not happened. Mr C wishes ... (3 pages)View decision -
Decision Reference DRN-1598657
15 Jul 2020 Mi Vehicle Finance Limited Not upheldConsumer CreditThe complaint Mrs B complains that Mi Vehicle Finance Limited (MIVF) failed to record a financial interest on the vehicle she acquired through a hire purchase agreement it financed. She says she’s suffered a financial loss and wants all payments made after August 2016 to be refunded. What ... (3 pages)View decision -
Decision Reference DRN-5170041
16 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5170041 The complaint Miss S complains that NewDay Ltd (‘NewDay’) trading as Debenhams Mastercard, applied a default unfairly because it applied it around two years after it first issued a default notice. What happened Miss S had a NewDay branded credit card. In March 2018 she told... (3 pages)View decision -
Decision Reference DRN-5432573
9 May 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5432573 The complaint Mr F complains about the amount Alwyn Insurance Company Limited (‘Alwyn’) agreed to pay for the total loss of his motorbike under his motorbike insurance policy. What happened Mr F made a claim following the theft of his motorbike. Following review, Alwyn acce... (3 pages)View decision -
Decision Reference DRN-3240886
9 Feb 2022 RCI Financial Services Limited Not upheldConsumer CreditDRN-3240886 The complaint Mrs C complains that a car that was supplied to her under a hire purchase agreement with RCI Financial Services Limited, trading as Nissan Finance, wasn’t of satisfactory quality. Her husband is also involved with her complaint. What happened A new car was supplie... (3 pages)View decision -
Decision Reference DRN-5686482
28 Jul 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5686482 The complaint Miss D complains that First Central Underwriting Limited (“First Central”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car made by a premium-brand car-maker with a diesel... (3 pages)View decision