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 392389 results
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Decision Reference DRN-5274838
17 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5274838 The complaint A limited company, which I’ll refer to as D, says that it has had several instances of reversed card transactions in the past year. D complains that Lloyds Bank PLC trading as Cardnet has unfairly failed to assist it in retrieving funds on these occasions. What... (2 pages)View decision -
Decision Reference DRN-5813065
17 Oct 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5813065 The complaint Mrs S complains about how Fortegra Europe Insurance Company Ltd dealt with and settled a claim she made for damage to furniture. What happened In September 2020, Mrs S purchased several items of furniture, which included 6 dining chairs, from a company that I’... (4 pages)View decision -
Decision Reference DRN-5640850
17 Oct 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5640850 The complaint Mr G has complained his insurer, Acromas Insurance Company Limited, didn’t pay a fair settlement for his car under his motor insurance policy following an accident. What happened Mr G was involved in a road accident in February 2025. He made a claim to Acromas,... (4 pages)View decision -
Decision Reference DRN-5805280
17 Oct 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5805280 The complaint Mr S has complained about how West Bay Insurance Plc handled a claim on his motor insurance policy. He’s unhappy about the valuation placed on his car, how the claim was recorded, how he was refused a hire car, and how long it took to have his excess returned. ... (6 pages)View decision -
Decision Reference DRN-5882920
17 Oct 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5882920 Complaint Mr C complains that MI Vehicle Finance Limited (“MI VF”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable for him and so his application shouldn’t have been accepted. Background In ... (9 pages)View decision -
Decision Reference DRN-5805531
16 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5805531 The complaint Miss B complains about Volkswagen Financial Services (UK) Limited’s response to her financial difficulties in relation to a hire purchase agreement under which a car was supplied to her. What happened A new car was supplied to Miss B under a hire purchase agree... (3 pages)View decision -
Decision Reference DRN-5871072
16 Oct 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5871072 The complaint Mrs B complains that a car that was supplied to her under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mrs B under a hire purchase agreement with Mercedes-Ben... (3 pages)View decision -
Decision Reference DRN-5868158
16 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5868158 The complaint Mrs D complains that a hire purchase agreement with MotoNovo Finance Limited under which a car was supplied to her was unaffordable for her. What happened A used car was supplied to Mrs D under a hire purchase agreement with MotoNovo Finance that she electronic... (3 pages)View decision -
Decision Reference DRN-5458427
16 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5458427 THE COMPLAINT Mrs L complains that Santander UK Plc (“Santander”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs L is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mrs L solely in this ... (5 pages)View decision -
Decision Reference DRN-5852719
16 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5852719 The complaint Mr S complains that the amount offered by Admiral Insurance (Gibraltar) Limited (Admiral) in settlement of a motor insurance claim is too low. What happened Mr S insured his car with Admiral. After it was stolen, he made a claim. Admiral accepted the claim and ... (2 pages)View decision