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 392389 results
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Decision Reference DRN-5687429
16 Sep 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5687429 The complaint Mr S complains about the quality of a car that was supplied through a hire purchase agreement with Creation Consumer Finance Ltd (CCF). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision wh... (4 pages)View decision -
Decision Reference DRN-5809120
16 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5809120 The complaint Mr B complains that AmTrust Specialty Limited has refused to cover a claim on his legal expenses insurance policy, or provide support for him to protect his legal position while the claim is reviewed. Where I refer to AmTrust, this includes its agents and claim... (4 pages)View decision -
Decision Reference DRN-5659350
16 Sep 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5659350 The complaint Mr B complains that 1st Central Insurance Management Limited unfairly cancelled a motor insurance policy. What happened Mr B had a motor insurance policy with 1st Central. In March 2025, he called 1st Central to discuss taking out cover on a second car after ge... (3 pages)View decision -
Decision Reference DRN-5735800
16 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5735800 The complaint Ms F is unhappy that Legal and General Assurance Society Limited (‘L&G’) declined a claim made under a group income protection insurance policy (‘the policy’) and with the way in which the claim was handled. That includes the time taken to assess the claim.... (5 pages)View decision -
Decision Reference DRN-5819204
16 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5819204 The complaint Mr S is unhappy with how Santander UK Plc is reporting his credit card account to the Credit Reference Agencies (CRAs). What happened Due to financial difficulties Mr S entered into a Debt Arrangement Scheme (DAS) in December 2020, with the first payment due i... (4 pages)View decision -
Decision Reference DRN-5729845
16 Sep 2025 Think Insurance Services Limited Not upheldInsuranceDRN-5729845 The complaint Mrs S and Mr S complain about Think Insurance Service Limited trading as Bromwich Insurance Services (“Bromwich”) for the way it sold home insurance to them. They want Bromwich to compensate them for their losses. What happened Mrs S and Mr S insured their home... (3 pages)View decision -
Decision Reference DRN-5816624
16 Sep 2025 Bamboo Limited Not upheldConsumer CreditDRN-5816624 The complaint Ms M complains that Bamboo Limited was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest. Ms M is represented by a third party but for ease of reference I have referred to Ms M throughout this decisio... (3 pages)View decision -
Decision Reference DRN-5633354
16 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5633354 The complaint Ms G complains that HSBC UK Bank Plc didn’t do enough to prevent her losing money to what she says was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events he... (4 pages)View decision -
Decision Reference DRN-5819180
16 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5819180 The complaint Mr E complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after falling victim to a scam. What happened In May 2024, Mr E was looking to book a holiday. He found a website and called them, and spoke to someone who said they worked for a... (4 pages)View decision -
Decision Reference DRN-5340713
15 Sep 2025 Santander UK Plc UpheldConsumer CreditDRN-5340713 THE COMPLAINT Mr H’s complaint is about a Santander UK PLC (“Santander”) loan taken out in his name. Mr H argues that he did not consent to the loan. Mr H has a representative in this matter. However, I will refer to Mr H solely in this decision for ease of reading. WHAT ... (4 pages)View decision