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 DRN5919207
20 Jun 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S are unhappy that U K Insurance Limited (UKI) has rejected their buildings insurance claim and won’t pay the cost to repair their damaged roof.backgroundIn the early hours of 18 January 2018, Mr and Mrs S’ flat roof was badly damaged. Mr and Mr S said th... (6 pages)View decision -
Decision Reference DRN-4947363
5 Aug 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4947363 The complaint Miss M complains that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”) was misrepresented at the point of sale. What happened I issued a provisional decision on this... (5 pages)View decision -
Decision Reference DRN-5729779
1 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5729779 The complaint Mr P complains about the balance owed under a conditional sale agreement with Santander Consumer (UK) Plc. What happened In June 2022, Mr P got a van from a dealer. Around a year later, Mr P gave the van back to the dealer and completed the relevant paperwork w... (5 pages)View decision -
Decision Reference DRN-5670730
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5670730 The complaint Miss B is complaining that National Westminster Bank Public Bank Limited Company (NatWest) didn’t do enough to prevent her making payments to what she says was a scam. What happened I issued my provisional decision on this complaint on 13 June 2025. I wanted t... (5 pages)View decision -
Decision Reference DRN-4702456
27 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4702456 The complaint Mrs J complains that she and her partner were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Hitachi Capital (UK) Plc, which is now MitsubishiHC Capital UK Plc and trades as Novuna Personal Finance; for simplicity I’ll refer... (5 pages)View decision -
Decision Reference DRN-5892161
29 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5892161 The complaint Mr K complains that Nationwide Building Society failed to meaningfully intervene and allowed gambling transactions to be made on his account and won’t refund them. Mr K is unhappy that he was able to make gambling transactions despite using names and addresses... (5 pages)View decision -
Decision Reference DRN-3628951
3 Aug 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3628951 The complaint Miss S has complained about her car insurer, Accredited Insurance (Europe) Ltd (“AIE”). It declined her claim made when her car was stolen; she thinks it handled the claim poorly and is unhappy with it being declined, as well as her car (which was recovered) havin... (5 pages)View decision -
Decision Reference DRN-4295586
4 Apr 2024 Amazon Payments UK Limited UpheldBanking and PaymentsComplaint A, a limited company complains that Amazon Payments UK Limited, (Amazon) withheld funds in its account for too long after its account was deactivated by Amazon Services Europe (ASE). A’s complaint has been brought to our service by its director Mr Z. Background Amazon have said t... (5 pages)View decision -
Decision Reference DRN-2732379
1 Jul 2021 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-2732379 The complaint Mr B has complained about Berkshire Hathaway International Insurance Ltd’s (BHII) handling of a claim on his motor insurance policy. Reference to BHII includes its agents. What happened In April 2020 Mr B’s car was damaged in what appeared to be an attempted theft... (5 pages)View decision -
Decision Reference DRN-4552757
28 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4552757 The complaint Ms K is unhappy that Lloyds Bank PLC (“Lloyds”) haven’t refunded the money she lost to an investment she now believes was a scam. She also lost a further sum to a second organisation purporting to be able to recover her lost investment funds. Ms K is represented b... (5 pages)View decision