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-5616213
25 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5616213 The complaint Mr S complains that Barclays Bank UK PLC won’t refund the money he lost when he fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events h... (5 pages)View decision -
Decision Reference DRN-5718129
24 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5718129 The complaint Mr S complains that Aviva Insurance Limited (“Aviva”) hasn’t fairly settled the two escape of water claims he made under his Property Owners Policy. What happened Mr S holds a Property Owners Policy with Aviva, for a property he rents out. Having made two claim... (3 pages)View decision -
Decision Reference DRN-5521268
24 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5521268 The complaint Mr C complains that Oodle Financial Services Limited, trading as Oodle Car Finance, has terminated the hire purchase agreement under which a car was supplied to him and has repossessed the car. What happened A used car was supplied to Mr C under a hire purchase... (3 pages)View decision -
Decision Reference DRN-5745410
24 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5745410 The complaint Mr M complains about charges he has been asked to pay by Mercedes-Benz Financial Services UK Limited (‘MBFS’) since he returned a car he was financing through an agreement with them. What happened The detailed background to this complaint is well known to both... (2 pages)View decision -
Decision Reference DRN-5656090
24 Aug 2025 Arval UK Limited Not upheldConsumer CreditDRN-5656090 The complaint Mr B complains that Arval UK Limited (Arval), trading as Hyundai Contract Hire, were unreasonable to pay parking charges on his behalf. What happened In November 2022 Mr B took receipt of a car. He financed the deal through a hire agreement with Arval. In Septe... (2 pages)View decision -
Decision Reference DRN-5660012
24 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5660012 The complaint Mr T complains about charges he has been asked to pay by Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (‘VWFS’) since he returned a car he was financing through an agreement with them. What happened The detailed background to t... (2 pages)View decision -
Decision Reference DRN-5352540
23 Aug 2025 Eastwood Financial Solutions Ltd UpheldInvestmentsDRN-5352540 The complaint Mrs M complains Eastwood Financial Solutions Ltd (“EFS”) was responsible for a security breach by virtue of which fraudsters accessed personal data and attempted to withdraw funds from an ISA she held on a third-party platform. Mrs M says neither EFS nor the IS... (5 pages)View decision -
Decision Reference DRN-5734559
23 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5734559 The complaint Mr D is unhappy that he was not able to extend an agreement for a car supplied to him under a personal contract purchase (hire purchase) agreement with Mercedes-Benz Financial Services UK Limited (MBFS). When I refer to what Mr D has said and what MBFS have s... (3 pages)View decision -
Decision Reference DRN-5684802
23 Aug 2025 First Rate Exchange Services Ltd Not upheldBanking and PaymentsDRN-5684802 The complaint Mr P complains that First Rate Exchange Services Ltd has not delivered his currency that he bought from it. What happened Mr P says he bought £500 worth of Euros from First Rate in December 2023. He says the money was not delivered which meant he made a number ... (2 pages)View decision -
Decision Reference DRN-5567278
22 Aug 2025 HDI Global SE Not upheldInsuranceDRN-5567278 The complaint Mrs H has complained that her escape of water claim was unfairly declined by HDI Global SE (“HDI”). Mrs H has been represented throughout this complaint, but for simplicity I’ll refer to the representative’s comments as Mrs H’s own. Any reference to HDI in this... (4 pages)View decision