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 DRN1914499
23 Jan 2017 RCI Financial Services Limited UpheldBanking and creditMr R complains that a car that was supplied to him under a hire purchase agreement with RCI Financial Services Limited, trading as Dacia Finance, wasn’t of satisfactory quality.backgroundA new car was supplied to Mr R under a hire purchase agreement with Dacia Fi... (3 pages)View decision -
Decision Reference DRN1862417
18 Mar 2015 Tesco Underwriting Limited UpheldInsurance (excluding PPI)Mr Q complains that Tesco Underwriting Limited treated his motor insurance policy as if it did not exist from the start (voided it) and declined to deal with his claim due to misrepresentation of the owner and registered keeper of his car. He also says that its dela... (2 pages)View decision -
Decision Reference DRN-5781261
28 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5781261 The complaint Miss S complains about how AXA Insurance UK Plc (AXA) dealt with a claim on her motor insurance. References to AXA include other organisations and individuals acting on its behalf. What happened Miss S had motor insurance underwritten by AXA. Her car was hit by... (4 pages)View decision -
Decision Reference DRN-4062054
3 Apr 2023 National Savings and Investments Not upheldBanking and PaymentsDRN-4062054 The complaint Mr G complains National Savings and Investments (NS&I) provided poor customer service on multiple occasions. Mr G is represented by his father in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being m... (4 pages)View decision -
Decision Reference DRN9294638
6 Jun 2013 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Miss J has complained about a claim she made under her motor insurance policy, including the actions of Admiral Insurance Company Limited’s recovery agent. backgroundMiss J feels that, following an accident, Admiral’s recovery agent caused further damage to her car, meaning it was cl... (3 pages)View decision -
Decision Reference DRN-3027605
30 Sep 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3027605 The complaint Mr A is unhappy that Bank of Scotland (trading as Halifax) hasn’t refunded him after he fell victim to a scam. He bought a car which turned out to be stolen. The bank has said this is a civil dispute, rather than a scam. What happened Mr A went to view a car he w... (3 pages)View decision -
Decision Reference DRN7218463
27 Mar 2019 Alliance Trust Savings Limited Not upheldInvestment and pensionsMr B says Alliance Trust Savings Limited (“ATS”) unnecessarily delayed transferring his Self-Invested Personal Pension (SIPP). backgroundA brief summary of the circumstances leading to this complaint, and my initial conclusions, were set out in my provisional decision, a... (5 pages)View decision -
Decision Reference DRN4051969
20 Mar 2014 Santander UK Plc Not upheldBanking and creditMrs and Ms C complain that Santander UK plc defaulted their account and passed it to a debt collection agency even though they had been keeping to a payment agreement. They are being asked immediately to repay the full overdraft on the account. background Mrs and Ms C’s joint curre... (2 pages)View decision -
Decision Reference DRN-5217633
2 Jan 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5217633 The complaint Mr M complains that The Prudential Assurance Company Limited has failed to treat him fairly when it delayed the payment of some pension benefits due to him. What happened Mr M is terminally ill. So in this complaint he has been represented by a family member wh... (4 pages)View decision -
Decision Reference DRN-2923216
16 Jul 2021 Oodle Financial Services Limited UpheldConsumer CreditDRN-2923216 The complaint Miss W complains that the car she acquired through a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance wasn’t of satisfactory quality. She wants to reject the car. What happened Miss W entered into a hire purchase agreement... (4 pages)View decision