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-6095278
1 Apr 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6095278 The complaint Mr H complains about how Liverpool Victoria Insurance Company Limited (LV) handled a claim made on his motor insurance policy following an accident. Mr H is represented in this matter by Miss H, a named driver on his policy. What happened Mr H was involved in ... (3 pages)View decision -
Decision Reference DRN-6096593
1 Apr 2026 RIGHT CHOICE INSURANCE BROKERS LIMITED Not upheldInsuranceDRN-6096593 The complaint Mr B complains Right Choice Insurance Brokers Limited (RCIB) unfairly charged fees after he cancelled a motor breakdown insurance policy that it had arranged for him. What happened Mr B bought a breakdown recovery policy after following an link from an online ... (3 pages)View decision -
Decision Reference DRN-6258425
1 Apr 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer Credit1 DRN-6258425 The complaint Mr P complains that Moneybarn No.1 Limited trading as Moneybarn lent to him irresponsibly. What happened On 12 September 2018, Mr P entered into a Conditional Sale Agreement to acquire a used vehicle. It was agreed on the following terms: Cash price of vehic... (5 pages)View decision -
Decision Reference DRN-6104948
1 Apr 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6104948 The complaint Mr F and Miss A complained that Liverpool Victoria Insurance Company (“LV”) unfairly declined their claim for damage caused by an escape of water under their home buildings insurance policy. What happened Mr F and Miss A contacted LV on 19 September 2025 to reg... (3 pages)View decision -
Decision Reference DRN-6149759
1 Apr 2026 Tesla Financial Services Limited Not upheldConsumer CreditDRN-6149759 The complaint Mr O says Tesla Financial Services Limited (Tesla) were unreasonable to pay parking charges on his behalf. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events he... (2 pages)View decision -
Decision Reference DRN-6153826
1 Apr 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6153826 The complaint Mr P complains about a car supplied to him using a conditional sale agreement taken out with Santander Consumer (UK) Plc trading as MG Motor Financial Services (“MGMFS”). What happened In December 2024, Mr P acquired a brand-new car using a conditional sale ag... (4 pages)View decision -
Decision Reference DRN-5995953
1 Apr 2026 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5995953 The complaint Mr Y complains about problems when he redeemed his buy to let mortgage with Bank of Ireland (UK) Plc. He asks for an explanation of what went wrong and for compensation. What happened In May 2025 Mr Y’s mortgage with Bank of Ireland had a small balance outstand... (2 pages)View decision -
Decision Reference DRN-6264425
1 Apr 2026 HSBC UK Bank Plc UpheldMortgagesDRN-6264425 The complaint Miss C complains that HSBC UK Bank Plc (HSBC) and its solicitors caused a significant delay in her remortgage due to the mishandling of a transfer of title, which resulted in financial loss and emotional distress. What happened Miss C took out a mortgage with h... (4 pages)View decision -
Decision Reference DRN-6263755
1 Apr 2026 Highway Insurance Company Limited Not upheldInsuranceDRN-6263755 The complaint Miss A complains that Highway Insurance Company Limited (“Highway”) cancelled her policy and wouldn’t refund her premium when it said she’d misrepresented her details when applying for car insurance. What happened Miss A had a short-term car insurance policy wi... (3 pages)View decision -
Decision Reference DRN-6061470
1 Apr 2026 Capital One (Europe) plc Not upheldConsumer CreditDRN-6061470 The complaint Mr S complains that Capital One (Europe) plc defaulted his two credit card accounts. What happened Mr S held two credit cards with Capital One. In 2025, he fell behind on his repayments. In March 2025, Mr S used Capital One’s web chat service. He disclosed his ... (3 pages)View decision