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 401363 results
-
Decision Reference DRN-5976850
16 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5976850 The complaint Mr M complains about the quality of a car he acquired under a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (Alphera). When I refer to what Mr M and Alphera said or did, it should also be taken to includ... (8 pages)View decision -
Decision Reference DRN-5954214
16 Dec 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5954214 The complaint Mrs R complains that Lex Autolease Ltd (Lex) unfairly charged her for excess mileage at the end of her agreement despite having told her it wouldn’t do so. She would like the excess mileage charge waived. What happened Mrs R says she took out a Hire Purchase A... (3 pages)View decision -
Decision Reference DRN-5828467
16 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5828467 The complaint Mrs B complains that National Westminster Bank Public Limited Company (NatWest) won’t refund the money she lost to an investment scam. Mrs B has a representative but I’ll refer to her as it’s her complaint. What happened In August 2024, Mrs B saw a fake online... (5 pages)View decision -
Decision Reference DRN-6023985
16 Dec 2025 Wakam UK Limited Not upheldInsuranceDRN-6023985 The complaint Mr J complains that Wakam UK Limited avoided his commercial vehicle insurance policy and, as a consequence, didn’t deal with his claim. Reference to Wakam includes its agents. Mr J has at times been represented in bringing this complaint. But, for ease of readi... (3 pages)View decision -
Decision Reference DRN-6023742
16 Dec 2025 Lloyds Bank PLC Not upheldInsuranceDRN-6023742 The complaint Mr and Mrs R complain that Lloyds Bank Plc (‘Lloyds’) mis-sold them a reviewable whole of life plan. What happened I've outlined what I think are the key events and points involved in the complaint below. In early 1993, Mr and Mrs R received advice – wh... (3 pages)View decision -
Decision Reference DRN-5924869
16 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5924869 The complaint Mr M has complained about what happened when a payment he was making from his HSBC UK Bank Plc trading as first direct account was stopped for a fraud check. He’s said he believed the payment had been released but he later found out it hadn’t, which means the m... (3 pages)View decision -
Decision Reference DRN-5866107
16 Dec 2025 One Call Insurance Services Limited UpheldInsuranceDRN-5866107 The complaint Ms H has complained about the service provided by One Call Insurance Service Limited (‘One Call’) under her home emergency insurance policy. For the avoidance of doubt, the term ‘One Call’ includes reference to its agents and contractors for the purposes of thi... (3 pages)View decision -
Decision Reference DRN-6015288
16 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-6015288 The complaint Miss P complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly by agreeing to lend to her. In bringing her complaint Miss P is represented by a third party. For ease of reading I will only refer to Miss P in my decision. What happened Around May ... (4 pages)View decision -
Decision Reference DRN-5983237
16 Dec 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5983237 The complaint Ms H complains that The Mortgage Works (UK) Plc didn’t treat her fairly at the end of the term of her mortgage. What happened Ms H took out a mortgage with TMW in 2009. The mortgage was on an interest only basis over a 15 year term. TMW says that it was a buy t... (4 pages)View decision -
Decision Reference DRN-5799811
16 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5799811 The complaint Miss C and two of her family members are unhappy Inter Partner Assistance SA (IPA) declined cover for their claim. For ease I have referred only to Miss C throughout. What happened Miss C had a travel insurance policy under underwritten by IPA. She booked a ret... (4 pages)View decision