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-5975121
27 Nov 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5975121 The complaint Mrs S has complained about the quality of a car provided on finance by Marsh Finance & Commercial Ltd. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened briefly here. Marsh supplied Mrs... (7 pages)View decision -
Decision Reference DRN-3291828
11 Oct 2022 AEGON Investment Solutions Ltd Not upheldInvestmentsDRN-3291828 The complaint Mr and Mrs C complain about the service received from AEGON Investment Solutions Ltd trading as Aegon, referred to as “the business” or “Aegon”. In short, Mr C says he and Mrs C are unhappy about the following: Aegon makes a profit no matter what happens with the... (7 pages)View decision -
Decision Reference DRN-4770256
23 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4770256 The complaint Mr K complains National Westminster Bank Plc hasn’t refunded him after he reported falling victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a brief summary here. Mr K engaged the services of... (3 pages)View decision -
Decision Reference DRN-5560111
28 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5560111 The complaint Mr A complains about the response from Bank of Scotland plc, trading as Halifax, to a claim that he made to it under section 75 of the Consumer Credit Act 1974. What happened Mr A bought a car from a dealer in September 2024. The price of the car was £21,372 an... (3 pages)View decision -
Decision Reference DRN-3487795
24 Jan 2023 Financial Administration Services Limited Not upheldInvestmentsDRN-3487795 The complaint Mr H complains that Financial Administration Services Limited, trading as Fidelity International (‘Fidelity’) sent him unwanted emails, even after he asked it to stop sending ‘spam’. To put things right, he would like to be compensated for the distress this caused... (4 pages)View decision -
Decision Reference DRN-3631296
21 Sep 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3631296 The complaint Mr S complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim he made under sections 56, 75 and 140A of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier. Mr S is repres... (8 pages)View decision -
Decision Reference DRN-5749009
24 Sep 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5749009 The complaint Miss A complains about the cancellation of her motor insurance policy arranged through Marshmallow Financial Services Ltd (Marshmallow). She also complains about Marshmallow deeming her vehicle repairable after an accident, repairing the vehicle at an approved ... (7 pages)View decision -
Decision Reference DRN0022487
5 Jun 2020 Clydesdale Financial Services Limited Not upheldBanking and creditMiss P complains about a finance agreement with Clydesdale Financial Services Limited T/A Barclays Partner Finance (BPF) that was fraudulently opened in her name.backgroundIn August 2019, Miss P found out she was a victim of fraud. Miss P says she received a letter from BPF letting her kno... (3 pages)View decision -
Decision Reference DRN-4535914
3 Jan 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4535914 The complaint Miss C complains TransUnion International UK Limited (TU) have said she’s not on the electoral roll (ER) which she says has caused her credit score to be low when it shouldn’t be. Miss C also complains they’re reporting a missed credit card payment and says this i... (4 pages)View decision -
Decision Reference DRN-3251270
19 Apr 2022 AXA Insurance UK Plc Not upheldInsuranceDRN-3251270 The complaint Mr W complains about AXA Insurance UK Plc and their decision to decline his car insurance application. What happened In February 2021, Mr W took a car insurance policy with AXA for a separate car, which I’ll refer to as “Car A”. In June of that year, Mr W submitte... (3 pages)View decision