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 365360 results
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Decision Reference DRN-5440599
16 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5440599 The complaint Miss S and Mr W complain about the way Admiral Insurance (Gibraltar) Limited (Admiral) handled the claim they made under their home insurance policy. As Miss S has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened The ... (3 pages)View decision -
Decision Reference DRN-5363298
16 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5363298 The complaint Ms R complains Nationwide Building Society has treated her badly many times during the years she’s been with them. And that Nationwide Building Society took money out of her account just before Christmas leaving her with almost nothing. What happened Ms R has a... (2 pages)View decision -
Decision Reference DRN-5451940
16 Apr 2025 Black Horse Finance Limited Not upheldConsumer CreditDRN-5451940 The complaint Mr A complains about the quality of a used car he acquired through a hire purchase agreement with Black Horse Finance Limited (‘Black Horse’). Mr A says that the vehicle became faulty soon after he acquired it, and he would now like to return it. What happened... (3 pages)View decision -
Decision Reference DRN-4872953
15 Apr 2025 Alan John Charles Robinson Not upheldConsumer CreditDRN-4872953 The complaint Mr B has complained that a car he acquired using a hire-purchase agreement with Alan John Charles Robinson, trading as NTK Finance (“NTK”) was misrepresented to him, in that it had previously sustained a higher level of damage than he’d been led to believe. Mr ... (3 pages)View decision -
Decision Reference DRN-5254789
15 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5254789 The complaint Mr M complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr M made further investments in 2019 and 2020. Mr... (7 pages)View decision -
Decision Reference DRN-5476402
15 Apr 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5476402 The complaint Miss S complains about Advantage Insurance Company Limited’s handling of a claim under her car insurance policy. Advantage has been represented by its agents during the claim. All references to Advantage include its agents. What happened Miss S had a car insura... (4 pages)View decision -
Decision Reference DRN-5288116
15 Apr 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5288116 The complaint Mr W complains MBNA Limited (“MBNA”) defaulted his account without giving him notice and that it wasn’t clear about what was meant to happen on his account. What happened Mr W told us following redundancy, after utilising his savings, he became unable to make s... (4 pages)View decision -
Decision Reference DRN-5203418
15 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5203418 The complaint Mr R complains about the time U K Insurance Limited trading as NIG (“NIG”) took to repair his vehicle following an accident. What happened In January 2024, Mr R’s car was damaged in an accident. He made a claim to his insurer, NIG. By May 2024, Mr R’s car still... (4 pages)View decision -
Decision Reference DRN-5457334
15 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5457334 The complaint Mr A complains that Lloyds Bank PLC carried out a hard search on his credit file when he made an incomplete current account application. What happened On 30 November 2024 Mr A attempted to apply for a current account with Lloyds. There was a technical error wit... (2 pages)View decision -
Decision Reference DRN-5477152
15 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5477152 The complaint Mrs S complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined her claim for storm damage to her roof under her home buildings insurance policy. Mrs S has a representative, Mr S. But I’ll refer to Mrs S in my decision for ease. What... (4 pages)View decision
