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 DRN7586018
14 Sep 2016 Barclays Bank Plc Not upheldBanking and creditThrough their solicitors, Mr and Mrs R have raised a number of complaints against Barclays Bank Plc, as follows: Barclays incorrectly registered a legal charge over both their commercial and residential property; Barclays refused to provide them with a copy of the val... (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-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 -
Decision Reference DRN3429494
30 Jul 2014 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Ms A through her father Mr B has complained about the administration of her motor policy by CIS General Insurance Limited. She found the premium advice confusing and believed that CIS cancelled her policy without notification. She also says she was given incorrect information regarding... (3 pages)View decision -
Decision Reference DRN-5367863
22 Aug 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5367863 The complaint Mr W complains about the increase in the road fund licence, in relation to a vehicle that he acquired through a hire agreement with Lex Autolease Ltd (LAL). What happened In September 2022 Mr W signed a hire agreement with LAL for a brand-new car that was yet t... (3 pages)View decision -
Decision Reference DRN-3574071
1 Aug 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3574071 The complaint Miss T complains that Ageas Insurance Limited mishandled her claim on a motor insurance policy. Where I refer to Ageas, I refer to the above-named insurance company and I include employees and others insofar as I hold Ageas responsible for their acts or omissions.... (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