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 400694 results
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Decision Reference DRN-6135260
7 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6135260 The complaint Mr B complains about the customer service provided by American Express Services Europe Limited (AESEL). What happened Mr B said that he’d encountered difficulty communicating with AESEL’s customer service teams. Mr B said that he’d been given incorrect advice ... (2 pages)View decision -
Decision Reference DRN-6262884
7 Apr 2026 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-6262884 The complaint Mr C and Mrs L have complained that they incurred an early repayment charge (“ERC”) when they repaid their mortgage they held with Bank of Ireland (UK) Plc. They’ve said they were relocating for Mrs L’s work and whilst they were aware of the ERC they wanted to ... (3 pages)View decision -
Decision Reference DRN-6055281
7 Apr 2026 Aviva Insurance Limited UpheldInsuranceDRN-6055281 The complaint Mr and Miss R complain about the response of Aviva Insurance Limited (‘Aviva’) to their home insurance claim. Aviva are the underwriters (insurer) of this policy. Any reference to them in this decision can be interpreted as covering the actions of any agents th... (3 pages)View decision -
Decision Reference DRN-6274534
7 Apr 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6274534 The complaint Mr C’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened M... (10 pages)View decision -
Decision Reference DRN-6274714
7 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6274714 The complaint Mr P complains that THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY (RBS) didn’t notify him in line with his preferences when a replacement debit card was being issued, and this has caused distress and worry, along with inconvenience and financial losses. Wh... (3 pages)View decision -
Decision Reference DRN-6214520
7 Apr 2026 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-6214520 The complaint Miss S complains that the car she acquired through Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance (“MBFS”) wasn’t of satisfactory quality. Miss S is represented in her complaint. For ease of reading, the submissions and testimony... (3 pages)View decision -
Decision Reference DRN-5934147
7 Apr 2026 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-5934147 The complaint Mr B complains that Allied World Assurance Company (Europe) dac (‘AWAC’) unfairly charged him an excess after he claimed under the multi-occupancy buildings insurance policy which covers his flat. What happened Mr B is a leaseholder within a block of flats cov... (2 pages)View decision -
Decision Reference DRN-6189452
7 Apr 2026 LONDON & COUNTRY MORTGAGES LIMITED UpheldMortgagesDRN-6189452 The complaint Mr B and Mrs C are unhappy with how their mortgage application had been dealt with by London and Country Mortgages Ltd, trading as L&C. Mr B and Mrs C believe that had mistakes not been made, the application would have gone through as they expected, and the... (3 pages)View decision -
Decision Reference DRN-6233587
7 Apr 2026 EE Limited Not upheldConsumer CreditDRN-6233587 The complaint Ms F is unhappy EE Limited has supplied her with a faulty phone, which she paid for with a fixed sum loan agreement. What happened Ms F took out a contract for a new mobile phone in August 2025. She financed the phone with a fixed sum loan agreement provided by... (4 pages)View decision -
Decision Reference DRN-6271708
7 Apr 2026 Black Horse Limited Not upheldConsumer CreditDRN-6271708 The complaint Mr K complains that the car he acquired through Black Horse Limited (“BHL”) wasn’t of satisfactory quality. He wants to reject the car, cancel the credit agreement, and be refunded all his payments. What happened Mr K entered a hire purchase agreement in May 20... (3 pages)View decision