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 4755 results
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Decision Reference DRN-4574183
24 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4574183 The complaint Miss A complains that U K Insurance Limited (“UKI”) mishandled her motor insurance policy. What happened Much of the subject matter of the complaint is a hatchback car first registered in 2004. The most recent V5 registration document for the car is dated August 2... (4 pages)View decision -
Decision Reference DRN-4782973
16 Oct 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4782973 The complaint Mr J1, represented by Mr J2, complains about First Central Underwriting Limited cancelling his car insurance policy. For clarity, although First Central Underwriting Limited operated under the registered company name of Skyfire Insurance Company Limited at the... (3 pages)View decision -
Decision Reference DRN-2459412
26 Feb 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2459412 The complaint Ms W complains about end of contract charges when her hire purchase agreement for a car with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance ended. What happened In March 2016, Ms W entered into a three-year hire purchase agreement wit... (3 pages)View decision -
Decision Reference DRN-3956441
7 Mar 2023 Bank of Scotland Plc Not upheldMortgagesDRN-3956441 The complaint Mr P is unhappy that a portfolio of buy-to-let (BTL) properties mortgaged to Bank of Scotland plc trading as Birmingham Midshires (and referred to here as BM) is still in his name, and being reported on his credit file where payments are being made late. To settle... (4 pages)View decision -
Decision Reference DRN7753274
2 Jul 2013 Barclays Bank Plc UpheldPayment protection insurance (PPI)This complaint is about two monthly premium payment protection insurance (PPI) policies. The policies were attached to two credit card accounts Mr S has held with Barclays Bank Plc trading as Barclaycard, and were the subject of successful claims in 2004. Mr S complains that Barclaycard... (3 pages)View decision -
Decision Reference DRN6973189
5 Jun 2014 NRAM plc Not upheldBanking and creditMr and Mrs B complain that they were charged fees both by NRAM plc (formerly Northern Rock (Asset Management) plc) (“NRAM”) and by their solicitor when they ended their mortgage.backgroundMr and Mrs B had a mortgage with NRAM. When they ended the mortgage, they were charged a fee descri... (3 pages)View decision -
Decision Reference DRN0803290
25 Jun 2015 Close Brothers Limited Not upheldBanking and creditMr F complains that a car that he acquired under a conditional sale agreement financed by Close Brothers Limited trading as Close Brothers Motor Finance (Close) was of unsatisfactory quality. Both Mr F and Ms C have made submissions in this case. For simplicity I will ... (3 pages)View decision -
Decision Reference DRN-5598797
3 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5598797 The complaint W has complained about what Aviva offered in settlement of its claim under its Mini Fleet Insurance policy. W is represented by a director, who I’ll refer to as Mr J. What happened One of W’s vehicles, which it bought new in September 2023, was damaged in an ac... (4 pages)View decision -
Decision Reference DRN-5722648
22 Oct 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5722648 The complaint Mr O complains that a car that was supplied to him under a hire purchase agreement with RCI Financial Services Limited, trading as Mobilize Financial Services, wasn’t of satisfactory quality. What happened A new car was supplied to Mr O under a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-4601089
11 Jun 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4601089 The complaint Miss A is unhappy that a car supplied to her under a hire purchase agreement (HP) with Mercedes-Benz Financial Services UK Limited (MBFS) was of an unsatisfactory quality. What happened In March 2023, Miss A was supplied with a used car through a hire purchase agr... (3 pages)View decision