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 4395 results
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Decision Reference DRN-4147340
23 May 2023 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4147340 The complaint Mr E complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when he returned a car after his hire agreement ended. What happened Mr E entered into a hire agreement in September 2019. Mr E says he’s unhappy with the end of contract... (4 pages)View decision -
Decision Reference DRN-4719747
31 Jan 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-4719747 Complaint Mrs B complains that Lex Autolease (“Lex”) unfairly failed to notify her of the additional tax charge that it passed onto her as part of a hire agreement. Background In April 2022, Mrs B signed a regulated hire agreement with Lex in order to hire a brand-new car. ... (4 pages)View decision -
Decision Reference DRN-2713270
15 Jun 2021 U K Insurance Limited Not upheldInsuranceDRN-2713270 The complaint Miss Y and Mr M complain about how U K Insurance Limited trading as Direct Line Car Insurance (UKI) has dealt with a claim made against Mr M’s motor insurance policy. This insurance policy is in Mr M’s name, and Miss Y is a named driver on the policy – I have refe... (4 pages)View decision -
Decision Reference DRN-3977845
14 Apr 2023 Allianz Insurance Plc UpheldInsuranceDRN-3977845 The complaint Mr and Mrs R have complained about their commercial vehicle insurer Allianz Insurance Plc as they believe an error by it, following the conclusion of a previous claim they made to it, caused them financial loss. What happened Mr and Mrs R damaged a piece of equipm... (4 pages)View decision -
Decision Reference DRN-2252904
16 Mar 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2252904 The complaint Mr D is unhappy that HSBC UK Bank Plc hasn’t helped him get back money he says he lost to a scam. What happened Mr D found a car for sale online and contacted the seller. He believed the car was being sold by a dealership I’ll refer to as B. He arranged to see the... (4 pages)View decision -
Decision Reference DRN-4830576
19 Jun 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4830576 The complaint Mr R is unhappy that National Westminster Bank Plc has decided not to refund him after he raised a scam claim. What happened Mr R says he contacted a company to install a new roof at his home, I’ll refer to the company as T. Mr R says he found T advertising in a r... (4 pages)View decision -
Decision Reference DRN-4954973
25 Jun 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-4954973 The complaint Ms B has complained that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (Castle) are holding her liable for a loan that she did not take out. What happened Ms B said she fell victim to a scam after expressing an interest in an... (4 pages)View decision -
Decision Reference DRN-5213940
17 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5213940 The complaint Mr G complains that Marshmallow Insurance Limited mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in about 2008. Mr G acquired the car. For the year f... (5 pages)View decision -
Decision Reference DRN-3884962
6 Jan 2023 Admiral Insurance Company Limited UpheldInsuranceDRN-3884962 The complaint Mr C is unhappy about the amount Admiral Insurance Company Limited paid in settlement of a claim he made on his motor insurance policy. What happened Mr C had a car insurance policy with Admiral, and he made a claim when the car was involved in an accident. Admira... (4 pages)View decision -
Decision Reference DRN-4725909
25 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4725909 The complaint Mrs P complains that Lloyds Bank PLC (Lloyds) lost the original title deeds to her property. She says the documents are of sentimental value and she’s dissatisfied with the bank’s attempt to put things right What happened The core events of this case are well know... (5 pages)View decision
