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
-
Decision Reference DRN-2696563
28 Jul 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2696563 The complaint Mr B complains that Vanquis Bank Limited (Vanquis) defaulted his account. What happened Mr B had a credit card with Vanquis. He was struggling to pay his debts. In January 2018, Vanquis agreed a payment plan of £50 per month at zero interest. In February 2019, Mar... (3 pages)View decision -
Decision Reference DRN-3784519
25 Aug 2023 Halifax Share Dealing Limited Not upheldInvestmentsDRN-3784519 The complaint Mrs S complains about the way Halifax Share Dealing Limited (trading as IWeb Share Dealing) dealt with the set up and closure of her stocks and shares ISA. She is unhappy that it wasn’t made clear her account was open and is now being asked to pay a registration f... (3 pages)View decision -
Decision Reference DRN-5345210
20 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5345210 The complaint Mr and Mrs B complain about West Bay Insurance Plc’s (“West Bay”) handling of their claim, which resulted in delays due to lost evidence and poor communication, under Mrs B’s motor insurance policy. I’ll refer to Mrs B in my decision. What happened Mrs B was in... (3 pages)View decision -
Decision Reference DRN-5855593
11 Nov 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5855593 The complaint Mr A complains that a car supplied with finance from Volvo Car Financial Services UK Limited trading as Polestar Finance (PF) wasn’t of satisfactory quality. What happened In March 2025 Mr A was supplied with a used car and entered into a conditional sale agree... (3 pages)View decision -
Decision Reference DRN-4982659
20 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4982659 The complaint Mr D complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after a car he purchased was seized. What happened In January 2023, Mr D was looking for a car online. He found a car he was interested in advertised on a well-known car marketpl... (3 pages)View decision -
Decision Reference DRN-6062105
7 Jan 2026 Close Brothers Limited UpheldConsumer CreditDRN-6062105 The complaint Miss B complains about Close Brothers Limited’s response to her request for a hold to be put on her account. What happened I issued a provisional decision on this complaint last month in which I described what had happened as follows: “A used car was supplied t... (3 pages)View decision -
Decision Reference DRN-2051244
21 Dec 2020 Watford Insurance Company Europe Limited UpheldInsuranceDRN-2051244 The complaint Mr B has complained that Watford Insurance Company Europe Limited cancelled his motor insurance policy and refused to pay his claim. What happened Mr B took out a motor insurance policy with Watford through an online price comparison site. When his car was involve... (3 pages)View decision -
Decision Reference DRN-4478761
18 Dec 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4478761 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle, made by a premium-brand car-maker and first registered in 2005.... (4 pages)View decision -
Decision Reference DRN-4614672
19 Feb 2024 more 2 life Ltd UpheldMortgagesDRN-4614672 The complaint Mr and Mrs R complain that more 2 life Ltd and its solicitors, a firm I’ll call E, caused delay which meant their lifetime mortgage application didn’t complete in time. This meant that Mr and Mrs R didn’t get the mortgage they wanted, which caused them substantial... (6 pages)View decision -
Decision Reference DRN2571553
26 Feb 2019 Advantage Finance Ltd UpheldBanking and creditMr R complains that Advantage Finance Ltd (“Advantage”) sold the wrong model of his car through a hire purchase agreement and that this has ultimately led to the car being repossessed.backgroundMr R entered into a hire purchase agreement in December 2016. The sales inv... (6 pages)View decision