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 380824 results
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Decision Reference DRN-5647545
8 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5647545 The complaint Miss L has complained about Aviva Insurance Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy. What happened Miss L made a claim under her motor insurance policy with Aviva after a non-fault accident. When Aviva looke... (2 pages)View decision -
Decision Reference DRN-5522522
8 Jul 2025 247 Money Group Limited UpheldConsumer CreditDRN-5522522 The complaint Mr G complains about the quality of a used car he acquired through a hire purchase agreement (HPA), financed by 247 Money Group Limited (247). What happened In July 2022, Mr G acquired a used car through a HPA, financed by 247. The cash price of the car was aro... (5 pages)View decision -
Decision Reference DRN-5641198
8 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5641198 Complaint Mr B has complained about the overdraft charges TSB Bank plc (“TSB”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period. Mr B is being represented, by “the representative”, in h... (4 pages)View decision -
Decision Reference DRN-5672844
8 Jul 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5672844 The complaint Miss H is unhappy with the redress offered by Santander Consumer (UK) Plc (Santander) after a car supplied to her under a conditional sale agreement was found to be of an unsatisfactory quality. What happened In March 2024 Miss H was supplied with a new car thr... (4 pages)View decision -
Decision Reference DRN-4433413
8 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4433413 The complaint Mr and Mrs N’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs N purchased membership of a timeshare (the ... (10 pages)View decision -
Decision Reference DRN-5669669
8 Jul 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5669669 The complaint Mr R complains about the settlement that Watford Insurance Company Europe Limited offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr R’s car was stolen and not recovered, and he made a claim on his ... (4 pages)View decision -
Decision Reference DRN-5651209
8 Jul 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5651209 The complaint Mr F complains Sainsbury’s Bank Plc (Sainsbury’s) unfairly cancelled his motor insurance policy. What happened Mr F took out a new motor insurance policy through Sainsbury’s. In his application for a policy he declared nine years no claims discount (NCD). Sain... (2 pages)View decision -
Decision Reference DRN-5647800
8 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5647800 The complaint Mr L complained about what happened during and after a phone call with one of Nationwide Building Society’ s call handlers. He feels that his character has been damaged and he’d like compensation. What happened Briefly, Mr L phoned Nationwide to complain about... (3 pages)View decision -
Decision Reference DRN-5580092
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5580092 The complaint Miss B complains that National Westminster Bank Public Limited Company (NatWest) gave her an overdraft and subsequent limit increases which she couldn’t afford to repay. Miss B also says NatWest acted unfairly when it continued to apply charges to her overdraf... (6 pages)View decision -
Decision Reference DRN-5494482
8 Jul 2025 Hippo Vehicle Solutions Limited Not upheldConsumer CreditDRN-5494482 The complaint Ms S complains that Hippo Vehicle Solutions Limited (which I’ll call HMF”) did not arrange for the delivery of a car when it said it would. As a result, she has incurred costs of hiring a car and taxi fares. What happened On 18 January 2024 Ms S placed an order... (2 pages)View decision
