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 381196 results
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Decision Reference DRN-5894679
3 Nov 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5894679 The complaint Miss C complains that a car that was supplied to her under a hire purchase agreement with Blue Motor Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss C under a hire purchase agreement with Blue Motor Financer that sh... (3 pages)View decision -
Decision Reference DRN-5762479
3 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5762479 The complaint Miss H has complained that Zurich Insurance Company Ltd (“Zurich”) failed to provide emergency support under her travel insurance policy. What happened The background to this complaint is well known to the parties, so it serves no purpose for me to repeat it in... (2 pages)View decision -
Decision Reference DRN-5892107
3 Nov 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5892107 The complaint Mr and Mrs B complain that a car that was supplied to them under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, wasn’t of satisfactory quality. What happened A new car was supplied to Mr and Mrs B u... (3 pages)View decision -
Decision Reference DRN-5827846
3 Nov 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5827846 The complaint Mr B complains that Zopa Bank Limited did not refund a Direct Debit taken from his Zopa current account in error. What happened Mr B had a loan with Zopa. On 8 April 2025 he contacted Zopa to change the account his monthly loan repayment came from. The new acco... (3 pages)View decision -
Decision Reference DRN-5555239
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5555239 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED (NatWest) won’t refund the money he lost as a result of a scam. What happened The background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key... (4 pages)View decision -
Decision Reference DRN-5890783
3 Nov 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5890783 The complaint Ms M complains about a loan that was made to her by Everyday Lending Limited, trading as Everyday Loans. She complains that she wasn’t made aware of the interest rate, the loan was unaffordable for her, Everyday Loans didn’t take account of her vulnerability an... (3 pages)View decision -
Decision Reference DRN-5918934
3 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5918934 The complaint Mr O complains that a car supplied to him under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened In August 2024 Mr O was supplied with a used car through a hire purchase agreement with Black Horse. He paid an ad... (4 pages)View decision -
Decision Reference DRN-5883778
3 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5883778 The complaint Miss E complained when Bank of Scotland plc trading as Halifax sent statements and other correspondence addressed to her at home after she’d told Halifax repeatedly that her postal arrangements were insecure and she wanted to continue using one of its branches ... (5 pages)View decision -
Decision Reference DRN-5922794
3 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5922794 The complaint S has complained that AXA Insurance UK Plc has declined a claim for loss of rent. What happened The background to this complaint is well known to the parties so it serves no purpose for me to repeat all the details here. In summary, in July 2023 there was a fir... (3 pages)View decision -
Decision Reference DRN-5745896
3 Nov 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5745896 The complaint Mr C and Ms P are unhappy with the continued poor service and handling of their claim by FAIRMEAD INSURANCE LIMITED (“Fairmead”) under their home insurance policy. What happened Mr C and Ms P made a claim for significant damage to their property. Unfortunately,... (3 pages)View decision
