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 362195 results
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Decision Reference DRN-5393798
14 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5393798 The complaint Mr B complains Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCF) supplied him with a car that he believes wasn’t of satisfactory quality. What happened In March 2023, Mr B entered into a 49 month conditional sale agreement for a used car.... (5 pages)View decision -
Decision Reference DRN-5367156
14 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5367156 The complaint Mrs A complains Shop Direct Finance Company Limited trading as Very provided her with an unaffordable catalogue shopping account; and have charged unreasonable levels of interest on Buy Now Pay Later (BNPL) transactions. What happened Shop Direct provided Mrs A... (5 pages)View decision -
Decision Reference DRN-5319070
14 Mar 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5319070 The complaint Mr L’s complaint is about the rejection of a claim made under his mobile phone insurance policy with Assurant General Insurance Limited trading as Protectyourbubble.com by Assurant. What happened Mr L contacted Assurant in October 2024, as the screen on his ph... (3 pages)View decision -
Decision Reference DRN-5397333
14 Mar 2025 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5397333 The complaint Mr A complains that Automobile Association Insurance Services Limited (“AA”) automatically renewed his breakdown cover and wouldn’t refund him. What happened Mr A had a breakdown assistance policy arranged through AA covering his family. He’d been a customer of... (4 pages)View decision -
Decision Reference DRN-5236761
14 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-5236761 Complaint Mr J has complained about the quality of a car that Black Horse Limited (“Black Horse”) supplied to him through a hire-purchase agreement. Background In May 2022, Black Horse provided Mr J with finance for a used car. The car was just over three years old and it h... (6 pages)View decision -
Decision Reference DRN-4987727
14 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4987727 The complaint Mr A complains about how Nationwide Building Society handled his dispute. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Mr A raised a claim against N... (5 pages)View decision -
Decision Reference DRN-5397312
14 Mar 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5397312 The complaint Mr J complains about the quality of a car he acquired under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). When I refer to what Mr J has said and what Moneybarn have said, it should also be taken to include things said on their behalf. ... (4 pages)View decision -
Decision Reference DRN-5395988
14 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5395988 The complaint Mrs M, with the help of her representative, has complained about a transfer of her Aviva Life & Pensions UK Limited (“Aviva”) stakeholder pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in May 2016. Mrs M’s QROPS was subsequently used t... (12 pages)View decision -
Decision Reference DRN-5219795
14 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5219795 The complaint Miss W complains about a claim she made to Barclays Bank UK PLC (Barclays) in respect of flights she booked. What happened On 22 May 2024, Miss W booked flights to Australia through a company I’ll call F. Miss W says she called F to ensure the flights were avai... (3 pages)View decision -
Decision Reference DRN-5314546
14 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5314546 The complaint Mr and Mrs A are unhappy that they’ve only recently been notified that they owe outstanding excess payments for treatment accessed by Mrs A for previous policy years under their private medical insurance policy, underwritten by Aviva Insurance Limited (‘the pol... (3 pages)View decision
