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 DRN6216845
6 Jan 2020 Caledonian Consumer Finance Ltd UpheldBanking and creditMr D complains that Caledonian Consumer Finance Ltd won’t cancel a finance agreement he took out to fund a training course and qualification. backgroundMr D signed up for a training course in March 2016. Mr D would receive a qualification in a new field of work on successful completion of ... (3 pages)View decision -
Decision Reference DRN2611002
19 Sep 2013 Automobile Association Personal Finance Limited UpheldBanking and creditMiss F complains about Automobile Association Personal Finance Limited. She says that although she had paid a settlement figure she had been given for a loan, she was later told that she still owed money because the figure had been wrong. She would like debt collection action to end, to ... (3 pages)View decision -
Decision Reference DRN9428046
12 Feb 2016 Big Cars Ltd Not upheldBanking and creditMr J complains that he was mis-sold four fixed-sum loan agreements brokered by BIG Cars Ltd (Big Cars). Big Cars has been represented by a solicitor. However, for simplicity, I refer to all submissions as though made by Big Cars. backgroundMr J took out a fixed-sum loa... (3 pages)View decision -
Decision Reference DRN-5866185
28 Oct 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5866185 The complaint Mr B complains about the way Advantage Insurance Company Limited (“Advantage”) settled his motor insurance claim. What happened Mr B made a claim on his commercial van insurance policy with Advantage in January 2024. Advantage settled the claim, but he says th... (3 pages)View decision -
Decision Reference DRN-2900243
29 Jun 2021 Starling Bank Limited UpheldBanking and PaymentsDRN-2900243 The complaint Mr G complains that Starling Bank Limited treated him unfairly when he applied for an account with it. What happened I issued my provisional decision on this complaint on 9 June 2021. I’ve set this out below. These were my provisional conclusions, subject to any ... (3 pages)View decision -
Decision Reference DRN6323022
19 Nov 2014 Bank of Scotland Plc Not upheldBanking and creditMr W complains about the way Bank of Scotland plc (trading as Halifax) dealt with his account balance when he switched banks, including asking him to pay a debt he had already addressed and registering adverse credit information.background Mr W held a current account with Halifax. He dec... (2 pages)View decision -
Decision Reference DRN-1804804
18 Jun 2020 FirstRand Bank Limited UpheldConsumer CreditDRN-1804804 The complaint Mr R’s complaint is about the quality of a car financed through an agreement with FirstRand Bank Limited, trading as MotoNovo Finance (“MotoNovo”). The details of this complaint are well known to both parties so I won’t repeat them again here. Instead I’ll focus o... (2 pages)View decision -
Decision Reference DRN7298768
12 Mar 2019 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M has complained that Calpe Insurance Company Limited’s request for furtherinformation to deal with his claim under his car insurance policy is unfair.backgroundMr M bought a car insurance policy through a broker in September 2017. Calpe is the leadinsurer for th... (3 pages)View decision -
Decision Reference DRN-3361327
18 Mar 2022 Black Horse Limited Not upheldConsumer CreditPage 1 of 3The complaint Mr D complains that the vehicle that he acquired in 2017 through a hire purchase agreement with Black Horse Limited (“Black Horse”) was misrepresented to him as being a campervan. He now realises that on the logbook it says it is a “van with windows” and is unhappy... (3 pages)View decision -
Decision Reference DRN-5824346
17 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5824346 The complaint Mrs B is unhappy with the valuation for her car offered by U K Insurance Limited trading as Churchill (UKI) following a claim she made on her car insurance policy. What happened Mrs B says, following an accident, her car was written off. Mrs B wasn’t happy wit... (3 pages)View decision
