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-2889524
27 May 2022 Bank of Scotland Plc UpheldMortgagesDRN-2889524 The complaint Mr B has complained about how Bank of Scotland plc handled his mortgage accounts following his bankruptcy in March 2011. The mortgages were held with Birmingham Midshires (“BM”) and The Mortgage Business (“TMB”), both of which are trading names of Bank of Scotland... (5 pages)View decision -
Decision Reference DRN0091579
31 Jul 2013 UK Car Group Limited Not upheldBanking and creditMr T complains that UK Car Group Limited (“Carcraft”) misled him about a fixed-sum loan agreement. Mr T says he was persuaded to take out a loan to buy a car for Mr P and says they were both misled about the price of the car. Mr T also says he was led to believe Mr P had agreed to tak... (5 pages)View decision -
Decision Reference DRN-5104416
22 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5104416 The complaint Mrs A and Mr A complain that Bank of Scotland plc trading as Halifax (Halifax) won’t refund money they lost in an investment scam. What happened What Mrs A and Mr A say: Although Mrs A and Mr A have a joint account (from where the payments were made), the conta... (7 pages)View decision -
Decision Reference DRN-4949658
16 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4949658 The complaint Mr P complains that Bank of Scotland plc trading as Halifax won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened Mr P has explained that he was introduced to an investment opportunity, provided by a... (5 pages)View decision -
Decision Reference DRN-4823700
16 Jun 2024 Cofunds Limited UpheldInvestmentsDRN-4823700 The complaint Mr J complains that Cofunds Limited (trading as ‘Aegon’) has unreasonably delayed the transfer of his ISA. Mr J considers the compensation it offered him of £25 is insufficient in the circumstances. To resolve his complaint, Mr J believes Aegon ought to pay him sp... (5 pages)View decision -
Decision Reference DRN-4648976
4 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4648976 The complaint Mr C complains that he was 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 Mitsubishi HC Capital UK Plc; for simplicity I’ll refer to the lender as “Hitachi”. Mr C has been represented i... (5 pages)View decision -
Decision Reference DRN-2904796
15 Aug 2021 Bank of Ireland (UK) Plc Not upheldInvestmentsDRN-2904796 The complaint Mrs G complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services (the ‘Post Office’) refused her application to invest in a One-Year Growth Bond. During the time it took to make a decision, Mrs G says she was unable to invest her funds somew... (5 pages)View decision -
Decision Reference DRN-5607665
16 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5607665 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a breakdown insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hatchback car, made with manual transmission and first registere... (6 pages)View decision -
Decision Reference DRN-3071344
30 Sep 2021 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3071344 The complaint Mr O complains about the quality of a car he acquired under a hire agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). What happened In March 2019, Mr O entered into a hire agreement with VWFS to acquire a brand-new... (5 pages)View decision -
Decision Reference DRN-3017312
2 Sep 2021 esure Insurance Limited UpheldInsuranceDRN-3017312 The complaint Miss M has complained about her motor insurer esure Insurance Limited (Esure) because when her car was returned to her after it had completed some accident repairs, there was a fault on its adaptive cruise control (ACC) system. What happened Miss M had an accident... (5 pages)View decision