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 4563 results
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Decision Reference DRN-3130915
3 Nov 2021 Soteria Insurance Limited UpheldInsuranceDRN-3130915 The complaint Mr K has complained through his representative, who I’ll refer to as Mr D, about the amount Soteria Insurance Limited has paid in settlement of his claim under his motor insurance policy following the theft of his vehicle. What happened Mr K’s Range Rover Sport wa... (4 pages)View decision -
Decision Reference DRN-5799076
8 Sep 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5799076 The complaint Mr O is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited, trading as Mobilize Financial Services, (“RCI”) was of an unsatisfactory quality. When I refer to what Mr O has said and what RCI has said, it shoul... (5 pages)View decision -
Decision Reference DRN-3344535
10 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3344535 The complaint Mr M complains that NewDay Ltd (“NewDay”) has refused to refund payments he believed he was making to Tradex1 using his NewDay (Amazon) Mastercard credit card. Mr M says that Tradex1 were operating a scam and stole his money. What happened The circumstances of th... (5 pages)View decision -
Decision Reference DRN-4330825
25 Nov 2023 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-4330825 The complaint Mr N has complained about a training course he paid for using a fixed sum loan agreement with Caledonian Consumer Finance Ltd (CCF). What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. But,... (5 pages)View decision -
Decision Reference DRN-3996500
11 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3996500 The complaint Mr N has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Ac... (5 pages)View decision -
Decision Reference DRN-2228711
28 Oct 2020 Motability Operations Limited UpheldConsumer CreditDRN-2228711 The complaint Mr W complains that Motability Operations Limited failed to make the reasonable adjustments he'd requested in two letters they sent him on 2 December 2019. What happened Mr W made Motability aware that, because of his autism and a visual impairment, he requir... (5 pages)View decision -
Decision Reference DRN-3706483
16 Sep 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3706483 The complaint Mrs G has complained about the delays and customer service she experienced when transferring her ISA away from Halifax Share Dealing Limited trading as IWeb Share Dealing (“Halifax”). What happened I issued a provisional decision in Mrs G’s complaint and set out t... (5 pages)View decision -
Decision Reference DRN-4603823
28 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4603823 The complaint Mr M complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this comp... (5 pages)View decision -
Decision Reference DRN-2916890
8 Jul 2021 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2916890 The complaint Mr and Mrs H complain that The Royal Bank of Scotland Plc (RBS) won’t refund £73,020 they lost when they were the victims of a scam. What happened What Mr and Mrs H say Mr H was looking for an investment opportunity. He found company A online and left some details... (6 pages)View decision -
Decision Reference DRN-3142445
30 Mar 2022 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-3142445 The complaint Mr M complains that Standard Life Assurance Limited (“Standard Life”) failed to carry out sufficient due diligence activities when he asked to transfer some pension savings to an occupational pension scheme (OPS) in late 2012. What happened Mr M has been assisted ... (5 pages)View decision
