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 4037 results
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Decision Reference DRN-5324198
12 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5324198 The complaint Mrs and Mr W complain about AXA Insurance UK Plc (AXA) declining their claim for damage to their property under their Commercial and Residential Landlords Insurance policy. Any reference to AXA includes its agents. What happened Mrs and Mr W made a claim on t... (5 pages)View decision -
Decision Reference DRN0563952
24 Mar 2017 National Westminster Bank Plc Not upheldBanking and creditMiss F complains that National Westminster Bank Plc (NatWest) won’t refund her money for numerous card transactions on her account which she says she didn’t make or authorise. backgroundMiss F is disputing numerous withdrawals from her account in October 2016, totall... (3 pages)View decision -
Decision Reference DRN0639049
27 Oct 2020 N.I.I.B. Group Limited UpheldBanking and creditMr P complains that a used car he got with finance from N.I.I.B. Group Limited (trading as Northridge Finance) (“Northridge”) was of unsatisfactory quality. background Mr P got this car near the start of October 2018 with a hire purchase agreement (HPA) from Northridge. He took the car bac... (6 pages)View decision -
Decision Reference DRN-5447229
11 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5447229 The complaint Mr S complains that Revolut Ltd (‘Revolut’) didn’t do enough to protect him when he was a victim of a job scam. Mr S is being represented by a third party. However, to keep things simple, I will refer to Mr S throughout my decision. What happened The background... (4 pages)View decision -
Decision Reference DRN-5902871
27 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5902871 The complaint Mr J is unhappy that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In March 2024, Mr J was supplied with a used car through a hire purchase agreement with MotoNovo. He paid a... (8 pages)View decision -
Decision Reference DRN1379142
12 Jun 2018 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr B complained he was misled into signing a hire purchase agreement for a new car, provided by Volkswagen Financial Services (UK) Limited trading as Volkswagen Finance. backgroundMr B wanted a new car. A salesman at the car dealership (I’ll call it D) told him abou... (5 pages)View decision -
Decision Reference DRN9271352
31 Jul 2020 Omni Capital Retail Finance Limited UpheldBanking and creditMs N complains about Omni Capital Retail Finance Limited’s refusal to agree to a full refund in relation to a point of sale loan she took out with it.background In March 2018 Ms N agreed to buy 24 treatments that she says she was told would completely transform her body. Ms N paid for thes... (5 pages)View decision -
Decision Reference DRN-5127479
7 Nov 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5127479 The complaint Mr T complains that in 2015, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and his application... (35 pages)View decision -
Decision Reference DRN4712829
16 Feb 2015 Personal Touch Financial Services Ltd UpheldInvestment and pensionsMr T has complained that the investment bond recommended to him by Personal Touch Financial Services Ltd in 2005 was not suitable for him and that he has been financially disadvantaged as a result.backgroundOur adjudicator who assessed the matter was of the view that the complaint shoul... (5 pages)View decision -
Decision Reference DRN-2703940
29 Mar 2021 Black Horse Limited UpheldConsumer CreditDRN-2703940 The complaint Mr A complains that Black Horse Limited mishandled the rejection of a car, he’d acquired under a hire purchase agreement, which had been of unsatisfactory quality. What happened In July 2018, Mr A entered into a four-year hire purchase agreement for a new car. As... (5 pages)View decision
