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-5124263
6 Feb 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5124263 The complaint Mr H complains about the quality of the car RCI Financial Services trading as Nissan Financial Services supplied him. Mr H says the car isn’t functioning as it should and wants to return the car and end his agreement with RCI. What happened Mr H entered into a... (4 pages)View decision -
Decision Reference DRN-4660938
12 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4660938 The complaint Mr B complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a scam What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, both parties accept that in February 2023,... (4 pages)View decision -
Decision Reference DRN-5979634
8 Dec 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5979634 The complaint • Ms G is unhappy that a car supplied to her under a hire purchase agreement with Toyota Financial Services (UK) PLC trading as Redline Financial Services (Redline) was not as described to her. • She’s also unhappy that her specific needs were not addressed by ... (5 pages)View decision -
Decision Reference DRN-6091498
20 Jan 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6091498 The complaint Mr V complains that Marshmallow Insurance Limited (“Marshmallow”) responded unfairly to his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle that had first been regist... (5 pages)View decision -
Decision Reference DRN0174567
24 Oct 2019 Bank of Scotland Plc Not upheldBanking and creditMs O and Mr O complain about how Bank of Scotland plc (BoS) have handled their joint mortgage account. They divorced some years ago and want Mr O to be removed from the mortgage account. In addition, Ms O is concerned that the balance of the account is too high and that she’s been overchar... (4 pages)View decision -
Decision Reference DRN-3753454
7 Feb 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3753454 The complaint Mr and Mrs B complain that Santander UK Plc (‘Santander’) won’t refund money they paid to a trader. What happened Mr and Mrs B say that they received a visit from a company I’ll call ‘T’ in this decision. They thought T was connected to a regional water company be... (4 pages)View decision -
Decision Reference DRN-3877965
6 Jun 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3877965 The complaint A company that I’ll refer to as N complains that Great Lakes Insurance SE turned down a claim on its commercial vehicle fleet insurance policy. Miss W, a director of N, has complained on N’s behalf. What happened N took out a motor fleet policy with Great Lakes. D... (4 pages)View decision -
Decision Reference DRN6573978
28 Jan 2019 Gefion Insurance A/S Not upheldInsurance (excluding PPI)Mr E has complained that Gefion Insurance A/S (Gefion) unfairly cancelled his motor trade insurance policy.All references to Gefion include its agents.backgroundI issued a provisional decision on this complaint in December 2018. An extract from that decision follows:“Mr E ... (4 pages)View decision -
Decision Reference DRN-4164185
1 Jun 2023 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4164185 The complaint Mr A complains about a car supplied to him under a hire purchase agreement taken with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘Audi’). He says he was expecting the car to be brand new with five miles recorded on the odometer... (4 pages)View decision -
Decision Reference DRN2366586
10 Sep 2020 Marilyn Parkins Not upheldBanking and creditThis complaint is about an attempt Mr C made to obtain a re-mortgage through mortgage broker Marylin Parkins, who trades as Designed Mortgages (“DM”). DM didn’t succeed in securing a mortgage for Mr C, and he says it should return the broker fee (£1,850) he paid it.backgroundBy way of a pr... (4 pages)View decision