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 DRN8649352
1 Jul 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr V complains that the policy administrator on behalf of Tesco Underwriting Limited said his motor insurance policy was void and refused to pay his claim.backgroundMr V bought a second-hand car which was later involved in an accident. The policy administrator said it was beyond eco... (4 pages)View decision -
Decision Reference DRN-5696228
16 Jul 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5696228 The complaint Mrs J complains about the quality of a used car she acquired through a hire purchase agreement (HPA), financed by Secure Trust Bank Plc trading as Moneyway (Moneyway). What happened In August 2023, Mrs J acquired a used car through a HPA, financed by Moneyway. ... (5 pages)View decision -
Decision Reference DRN5140396
1 Aug 2019 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr G complains about the end of lease charges Mercedes-Benz Financial Services UK Limited (“MBFS”) have asked him to pay to refurbish a car he returned to them.background Mr G has been represented throughout this case by his daughter Miss G but for ease I will refer to Mr G in this decisio... (3 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 DRN6538568
8 Oct 2019 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains that Calpe Insurance Company Limited cancelled his motor insurance policy wrongly and without giving him due notice after a disputed traffic incident.backgroundMr R told us that after an incident with another driver in February 2018 his broker - on behalf of Calpe - asked hi... (4 pages)View decision -
Decision Reference DRN-4044868
19 Apr 2023 Experian Limited Not upheldConsumer CreditDRN-4044868 The complaint Ms E complains that she wasn’t recorded on the electoral roll with Experian Limited and was declined for a credit card as a result. What happened In 2021, Ms E moved home and has told us she updated her details with the local authority. Ms E went on to apply for a... (4 pages)View decision -
Decision Reference DRN-2951566
30 Jul 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2951566 The complaint Mr D is unhappy that HSBC UK Bank Plc won’t refund all of the money he lost after falling victim to an investment scam. What happened Both parties are aware of the circumstances of the complaint and the details were clearly set out by our Investigator when she wro... (4 pages)View decision -
Decision Reference DRN-4832556
6 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4832556 The complaint Mr A has complained about the transfer of his pension held with Aviva Life & Pensions UK Limited (Aviva) to the DataSpec Pension Scheme (the Scheme) in 2012. The Scheme was subsequently found to be fraudulent and as a result of this Mr A feels it is very li... (9 pages)View decision -
Decision Reference DRN2051957
22 Mar 2017 Santander UK Plc UpheldBanking and creditMrs S complains Santander UK Plc sent personal information to her old address.background Mrs S opened a new account with Santander. As she did this by phone, telephone banking registration details were sent to her. Unfortunately due to an error, these details wer... (1 page)View decision
