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-5799595
11 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5799595 The complaint Mrs B complains that Santander UK Plc (‘Santander’) won’t refund the money she lost to a job scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, Mrs B says that, in December 2024, she received a message fr... (4 pages)View decision -
Decision Reference DRN-5745476
11 Dec 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5745476 The complaint Mr B has complained that Assurant General Insurance Limited trading as Protect Your Bubble unreasonably refused his claim under his mobile phone insurance policy when he lost his phone. What happened On 2 April 2025, Mr B said he was in the park jogging, somet... (4 pages)View decision -
Decision Reference DRN-5933753
11 Dec 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5933753 The complaint Miss C complains about charges Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (who I’ll call Novuna) asked her to pay when she returned a car she had been leasing through a finance agreement with them. What happened The detailed background to ... (2 pages)View decision -
Decision Reference DRN-5657536
11 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5657536 The complaint Mr C complains that Bank of Scotland plc trading as Halifax will not reimburse funds he lost to a scam. Mr C is represented by a firm, but for ease I have only referred to Mr C in this decision. What happened The background to this complaint is well known to bo... (2 pages)View decision -
Decision Reference DRN-6006179
11 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-6006179 The complaint Mr and Mrs R complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid their travel insurance claim. All references to IPA include the agents appointed to administer claims and complaints on its behalf. What happened Mr and Mrs R were insured under a tra... (4 pages)View decision -
Decision Reference DRN-5792686
11 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5792686 The complaint Mr C has raised a complaint against Bank of Scotland plc, trading as Halifax, for refusing to refund a payment he made in 2020 which he believes was directed towards a scam. A professional representative, R, has brought the complaint to our service on Mr C’s b... (3 pages)View decision -
Decision Reference DRN-5915228
11 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-5915228 The complaint Mr G complains about the settlement esure Insurance Limited paid him following a claim on his motor insurance policy. He also complained about the way esure handled his complaint and the delays it caused when reassessing his settlement. What happened Mr G has ... (3 pages)View decision -
Decision Reference DRN-6000546
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6000546 The complaint Miss C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 197... (11 pages)View decision -
Decision Reference DRN-5833569
11 Dec 2025 Lendable Ltd UpheldConsumer CreditDRN-5833569 The complaint Mrs H is unhappy that a car supplied to her under a hire purchase agreement with Lendable Ltd trading as Autolend was of an unsatisfactory quality. What happened In February 2025, Mrs H was supplied with a used car through a hire purchase agreement with Autole... (5 pages)View decision -
Decision Reference DRN-6007311
11 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6007311 The complaint Mr C complains that a car acquired under a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (‘ALPHERA’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of t... (2 pages)View decision