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-6141072
16 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6141072 The complaint Mr A complains that Mercedes-Benz Financial Services UK Limited (“MBFS”) has refused to allow him to reject an electric car he acquired through it, which he says has been mis-sold as it does not achieve the stated mile range. What happened In June 2024 Mr A ent... (4 pages)View decision -
Decision Reference DRN-5498535
29 Apr 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5498535 The complaint Mrs W complains that she’s been paying for a car that she hasn’t received under a finance agreement with CA Auto Finance UK Limited. What happened I’ve issued two provisional decisions on this complaint and in my first provisional decision I described Mrs W’s r... (4 pages)View decision -
Decision Reference DRN-3677562
13 Oct 2022 RCI Financial Services Limited UpheldConsumer CreditDRN-3677562 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Nissan Financial Services was of an unsatisfactory quality. What happened In November 2019, Mr M was supplied with a new car through a hire pu... (4 pages)View decision -
Decision Reference DRN-5937409
26 Jan 2026 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5937409 The complaint Mr C has complained about the quality of a car provided on finance by N.I.I.B. Group Limited trading as Northridge Finance. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Northridge supplied Mr C with a used car o... (4 pages)View decision -
Decision Reference DRN1002838
7 Mar 2019 Southern Rock Insurance Company Limited UpheldInsurance (excluding PPI)Mr L has complained about the way Southern Rock Insurance Company Limited dealt with a claim he made on his motor insurance policy which he says left him in a very difficult financial situation.All references to Southern Rock include its agents. background I issued a p... (4 pages)View decision -
Decision Reference DRN1013174
26 Jun 2014 Billing Finance Ltd UpheldBanking and creditMr and Mrs G complain about a car that was supplied to them through a hire purchase agreement with Billing Finance Ltd (Billing Finance). They say that the car has a much higher mileage than advertised and that they wouldn’t have agreed to take the car had they known its true mile... (5 pages)View decision -
Decision Reference DRN-4641636
5 Mar 2024 In2 Planning Limited UpheldPensions and AnnuitiesDRN-4641636 The complaint Mr S is represented by his solicitors. His case is about the Small Self-Administered Scheme (‘SSAS’) he set up for his company in July 2016, and the investments made in the SSAS (following employer contributions into it) in August 2016 and February 2017. Those inv... (13 pages)View decision -
Decision Reference DRN-2421604
23 Apr 2021 Acasta European Insurance Company Limited UpheldInsuranceDRN-2421604 The complaint Mr and Mrs D are unhappy Acasta European Insurance Company Limited turned down a claim they made on their wedding insurance policy. What happened Mr and Mrs D took out wedding insurance with Acasta for their wedding which was due to take place on 21 March 2020. On... (4 pages)View decision -
Decision Reference DRN-5287461
1 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287461 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost as a result of an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in... (4 pages)View decision -
Decision Reference DRN-3600041
8 Aug 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3600041 The complaint Mr and Mrs D have complained that Bank of Scotland Plc (trading as Halifax) has unfairly declined their request for a mortgage term extension. To settle the complaint, Mr and Mrs D would like Halifax to grant the mortgage term extension. Mr D has dealt with the co... (4 pages)View decision