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 DRN9959252
7 Jan 2016 Moneybarn No. 4 Limited UpheldBanking and creditMr O acquired a used car in May 2015, by means of a conditional sale agreement with Moneybarn No. 4 Limited. He complains that the car was not of satisfactory quality and not as advertised by the supplying dealership. He wants the faults exhibited by the car repaire... (3 pages)View decision -
Decision Reference DRN-2661829
7 Apr 2021 Black Horse Limited Not upheldConsumer CreditDRN-2661829 The complaint Mr C complains that a car that was supplied to him under a hire purchase agreement with Black Horse Limited, trading as Land Rover Financial Services, wasn’t of satisfactory quality. What happened A new car was supplied to Mr C under a hire purchase agreement with... (3 pages)View decision -
Decision Reference DRN-5447131
17 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5447131 The complaint Mr G complains that the Vehicle Registration Number (VRN) and colour of a car supplied to him through a hire agreement with Motability Operations Limited (“MO”) triggered his mental health condition. What happened The parties are familiar with the background o... (3 pages)View decision -
Decision Reference DRN-3612787
16 Aug 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3612787 The complaint Ms J complains about Advantage Insurance Company Limited’s (Advantage) handling of a claim following a theft from her vehicle, and its decision that the car was a total loss, under her motor insurance policy. Ms J is represented in her complaint by Mr C. I will re... (6 pages)View decision -
Decision Reference DRN3637312
28 Aug 2013 Nine Regions Limited Not upheldBanking and creditMr R complains about a log book loan he took out with Nine Regions Limited (trading as Log Book Loans). He says the terms of the agreement were not properly explained to him and key parts of the agreement were covered up when he was asked to sign it. backgroundThe adjudicator did not re... (4 pages)View decision -
Decision Reference DRN-5669510
21 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5669510 The complaint Mr S complains about how Advantage Insurance Company Limited handled a claim against his motor insurance policy. He also complains that Advantage didn’t permit him to make a change to his policy. Reference to Advantage includes its agents. What happened In sum... (4 pages)View decision -
Decision Reference DRN4832200
16 Feb 2015 Capital Home Loans Limited Not upheldBanking and creditMr and Mrs K complain – through their solicitors - that Capital Home Loans Limited (‘CHL’) (1) wrongly appointed Law of Property Act (‘LPA’) receivers over their property and (2) applied unfair charges under that appointment.backgroundIn August 2007 Mr and Mrs K took out an interest... (3 pages)View decision -
Decision Reference DRN7275253
2 Mar 2017 Standard Life Assurance Limited Not upheldInvestment and pensionsMr W complains about difficulties he had when he tried to register online to view and manage his pension plan. Standard Life Assurance Limited (Standard Life) has paid him compensation of £40. Mr W thinks that should be increased. backgroundMr W wrote to Standard L... (3 pages)View decision -
Decision Reference DRN-5877686
15 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5877686 The complaint Miss D is unhappy with Clydesdale Bank Plc trading as Virgin Money. Miss D opened a Virgin Money ISA but found this highly stressful because she couldn’t find Virgin Money’s details on the Financial Services Compensation Scheme (FSCS) register. Miss D said whe... (4 pages)View decision -
Decision Reference DRN6657502
27 Oct 2015 National Westminster Bank Plc UpheldBanking and creditA, a limited company, has complained about how National Westminster Bank Plc managed their two accounts from the time one was set up until being closed.Mrs M has brought the complaint as a director of A.backgroundA needed to open an additional client account in 2013 ... (2 pages)View decision