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-4793930
4 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4793930 The complaint Mrs S complains that Bank of Scotland Plc trading as Halifax (Halifax) won’t refund the money she lost to a scam. Mrs S has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency,... (4 pages)View decision -
Decision Reference DRN-5384234
14 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5384234 The complaint Mrs X has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited (Stellantis). What happened Stellantis supplied Mrs X with a used car on a hire purchase agreement in February 2022. The cash price of the car was a... (4 pages)View decision -
Decision Reference DRN-4899583
30 Jul 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4899583 The complaint Ms R has complained about the way Astrenska Insurance Limited handled a claim she made on a travel insurance policy and that it failed to provide additional support for her vulnerabilities. The complaint involves the actions of the claim administrators, acting... (4 pages)View decision -
Decision Reference DRN-5252921
11 Mar 2025 ALGBRA GROUP LIMITED Not upheldBanking and PaymentsDRN-5252921 The complaint Mr A complains that Algbra Group Limited unfairly closed his account and returned the funds in it to source. What happened Around April last year, Algbra notifed Mr A that it would be closing his account. Algbra also returned around £3,400 from the account to s... (4 pages)View decision -
Decision Reference DRN1068026
2 May 2019 Amtrust International Underwriters DAC Not upheldPayment protection insurance (PPI)Mrs F has complained that Amtrust International Underwriters DAC mis-handled the claim that she made on her mortgage payment protection insurance policy.backgroundI’ve attached a copy of my provisional decision from March 2019 which forms part of this final decision. In ... (4 pages)View decision -
Decision Reference DRN-4146892
20 Jul 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4146892 The complaint Mr C believes Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’) acted irresponsibly by approving a hire purchase agreement he’d applied for. Mr C is being represented in this complaint by Ms K. However, for ease of reference, I... (5 pages)View decision -
Decision Reference DRN-3880251
1 Mar 2023 National Savings and Investments Not upheldBanking and PaymentsDRN-3880251 The complaint Mr C, who represents the estate of the late Mrs C, says he experienced unreasonable delays when trying to access investment bonds held by the late Mrs C. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of t... (4 pages)View decision -
Decision Reference DRN-3615165
30 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3615165 The complaint Miss G is unhappy because Monzo Bank Ltd (‘Monzo’) did not reimburse the money she transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, in June 2020 Miss G was approac... (5 pages)View decision -
Decision Reference DRN-3817459
1 Dec 2022 Lloyds Bank PLC Not upheldMortgagesDRN-3817459 The complaint Ms M complains that Lloyds Bank PLC is unfairly pursuing her for a signature to allow it to register a charge on her property in respect of a mortgage she has outstanding. What happened Ms M took a £7,000 mortgage with Lloyds (then Cheltenham and Gloucester) in 19... (4 pages)View decision -
Decision Reference DRN-3782536
1 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3782536 The complaint Ms P complains that after she made a claim on her motor insurance policy, Royal & Sun Alliance Insurance Limited (‘RSA’) didn’t ensure her car was repaired in a reasonable time and that the communication about the repairs was poor. What happened Ms P’s car was... (4 pages)View decision