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
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Decision Reference DRN-6023714
16 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6023714 The complaint P is a limited company. It complains that Lloyds Bank PLC trading as “Cardnet” has not reimbursed it for its loss after an error with its payment terminals meant payments from its customers were not processed. What happened Cardnet provides merchant acquiring ... (4 pages)View decision -
Decision Reference DRN-6023829
16 Dec 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-6023829 The complaint Mr M complains about the quality of a car he acquired under a hire purchase agreement with Advantage Finance Ltd (AF). When I refer to what Mr M has said and what AF have said, it should also be taken to include things said on their behalf. What happened In N... (9 pages)View decision -
Decision Reference DRN-6012126
16 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6012126 The complaint Ms B and Mr B complain about how Admiral Insurance (Gibraltar) Limited handled a claim they made on their buildings insurance policy. Reference to Admiral includes its agents. Because Mr B has been corresponding with us mostly, I’ll refer to him alone throughou... (6 pages)View decision -
Decision Reference DRN-5793591
16 Dec 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5793591 The complaint Mr P’s complaint is about a claim he made on his AmTrust Specialty Limited (‘Amtrust’) legal expenses insurance policy. Mr P says Amtrust treated him unfairly. In this complaint all references to Amtrust include their claims handlers. What happened The details... (5 pages)View decision -
Decision Reference DRN-5935612
16 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5935612 The complaint Mr and Mrs R are unhappy with the price of their policy after Aviva Insurance Limited took over responsibility for the travel insurance connected to their package bank account. What happened Mr and Mrs R have the benefit of an annual travel insurance policy con... (2 pages)View decision -
Decision Reference DRN-5926388
16 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5926388 The complaint Mr A complains about how Bank of Scotland plc trading as Birmingham Midshires (BM) has handled arranging a repayment plan for arrears on his mortgage. What happened Mr A has a mortgage with BM. In recent years the mortgage has been in arrears. A payment plan wa... (2 pages)View decision -
Decision Reference DRN-5980351
16 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5980351 The complaint Miss D complains that Santander UK Plc (“Santander”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss D has explained that ... (2 pages)View decision -
Decision Reference DRN-5892597
16 Dec 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5892597 The complaint Mrs A complains TransUnion International UK Ltd is reporting incorrect information on her credit file. What happened Around March 2025 Mrs A contacted TransUnion as she became aware it was reporting accounts from companies I’ll refer to as “N” and “B”, that sho... (4 pages)View decision -
Decision Reference DRN-5960727
16 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5960727 The complaint Miss P complains that Seat Financial Services (Seat) were unable to tell her where her car was when it had been salvaged after an accident. And is unfairly charging her the settlement figure for the car. She would like the settlement figure written off due to S... (2 pages)View decision -
Decision Reference DRN-6004427
16 Dec 2025 Black Horse Limited UpheldConsumer CreditDRN-6004427 The complaint Mr L complains about the quality of a car he acquired under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (BH). When I refer to what Mr L and BH said or did, it should also be taken to include things said or done o... (7 pages)View decision