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 386170 results
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Decision Reference DRN-5702749
17 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5702749 The complaint Mr V complains that Bank of Scotland plc trading as Halifax won’t refund money he’s lost as part of a scam. What happened Mr V’s represented throughout this complaint – for ease I’ll refer to all communications as if coming from Mr V. Mr V was unfortunately the... (3 pages)View decision -
Decision Reference DRN-6005727
17 Dec 2025 Ascot Lloyd Limited Not upheldPensions and AnnuitiesDRN-6005727 The complaint Mr E has complained that the terms and conditions that Ascot Lloyd Limited (‘Ascot Lloyd’) impose on their customers for use of their online platform are unfair and are skewed in favour of the business and its partners. What happened Mr E’s previous financial ... (3 pages)View decision -
Decision Reference DRN-6021764
17 Dec 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-6021764 The complaint Mrs B has complained about the delays she says IFG Pensions Limited (‘IFGL’) caused when trying to set up a new investment within her IFGL self-invested personal pension (‘SIPP’). Mrs B has said that the delays caused by IFGL caused both financial loss and dis... (10 pages)View decision -
Decision Reference DRN-5880321
17 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5880321 The complaint Mr D complains that Admiral Insurance (Gibraltar) Limited’s approved repairer (AR) carried out poor repairs to his car. Mr D made a claim under his car insurance policy and repairs were completed in November 2024. What happened Mr D’s car was repaired by an AR ... (2 pages)View decision -
Decision Reference DRN-6006828
17 Dec 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-6006828 The complaint Mr N has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under his home emergency policy. References to D&G include companies acting on its behalf. What happened In November 2024, Mr N contacted D&G to repair his... (4 pages)View decision -
Decision Reference DRN-6026510
17 Dec 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6026510 The complaint Mr D complains that Intact Insurance UK Limited declined a claim on his contents insurance policy. What happened Mr D took out a contents insurance policy with Intact in June 2024. I’m sorry to hear that Mr D was burgled in early August 2024. He raised a claim ... (4 pages)View decision -
Decision Reference DRN-6029082
17 Dec 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-6029082 The complaint Miss M complains about the quality of a car she acquired under a hire purchase agreement with Blue Motor Finance Ltd trading as Blue Motor Finance (BMF). When I refer to what Miss M and/or BMF have said or did, it should also be taken to include things said or... (6 pages)View decision -
Decision Reference DRN-6006054
17 Dec 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-6006054 The complaint Mr C complains about the charges applied to his account when he has terminated his hire agreement early with LeasePlan UK Limited (“LeasePlan”). What happened Mr C entered into a hire agreement in February 2023 for the supply of a car. It was a 34- month agreem... (3 pages)View decision -
Decision Reference DRN-5979806
17 Dec 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5979806 The complaint Mr P complains that Volvo Car Financial Services UK Limited (which I’ll call “Volvo”) supplied him with a car which was not of satisfactory quality. It then pursued him for payment of the final optional purchase price, even though he had returned the car to the... (3 pages)View decision -
Decision Reference DRN-5981595
17 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5981595 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2... (13 pages)View decision
