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 386796 results
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Decision Reference DRN-6002739
22 Dec 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-6002739 The complaint Mr K complains about the quality of a car he acquired under a conditional sale agreement with Volvo Car Financial Services UK Limited (VCF). When I refer to what Mr K and/or VCF said or did, it should also be taken to include things said or done on their behal... (4 pages)View decision -
Decision Reference DRN-6031212
22 Dec 2025 Nationwide Building Society UpheldMortgagesDRN-6031212 The complaint Mr A and Miss M complain that Nationwide Building Society turned down their request for extra borrowing because of what they said were unfounded concerns about historical work done on the loft of their home. Mr A and Miss M got lending elsewhere, which cost mor... (6 pages)View decision -
Decision Reference DRN-5033726
22 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5033726 The complaint Ms B complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-6039817
22 Dec 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-6039817 The complaint Mr L has complained about communication provided by Evolution Insurance Company Limited (‘Evolution’) in relation to his home emergency insurance policy. What happened Mr L had taken out home emergency insurance with Evolution in April 2024, and the cover was ... (4 pages)View decision -
Decision Reference DRN-6019705
22 Dec 2025 Allianz Insurance Plc Not upheldInsuranceDRN-6019705 The complaint A limited company, which I will call D Ltd., has complained about the handling of a claim under its business insurance policy with Allianz Insurance Plc. Mr L, as director of D Ltd., has brought the complaint on its behalf. Mr L is also represented in this com... (5 pages)View decision -
Decision Reference DRN-6023453
22 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6023453 The complaint Ms P complains about how BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”) handled her request to voluntarily terminate her hire purchase agreement for a car. What happened Both parties are familiar with the background of th... (4 pages)View decision -
Decision Reference DRN-5939214
22 Dec 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5939214 The complaint Mr S complains about charges he was asked to pay by Mercedes-Benz Financial Services UK Limited (MBFS) when he returned a car he had been financing through an agreement with them. What happened Mr S took receipt of a car in June 2021. He financed the deal throu... (3 pages)View decision -
Decision Reference DRN-5938488
22 Dec 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5938488 The complaint Mr M has complained that Starr International (Europe) Limited (‘Starr’) unfairly declined a claim under his mobile phone policy. What happened Mr M made a claim for the theft of his mobile phone. Starr assessed the claim and spoke to Mr M to ask him what had h... (3 pages)View decision -
Decision Reference DRN-5881021
22 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5881021 The complaint Mr E complains Nationwide Building Society (“Nationwide”) refuses to co-operate with the police investigation and provide the relevant information regarding fraud on his account, which has caused distress and inconvenience. What happened Mr E brought a complain... (2 pages)View decision -
Decision Reference DRN-6005206
22 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6005206 The complaint Miss B complains Vanquis Bank Limited (“Vanquis”) lent to her when it shouldn’t have. What happened In March 2024, Miss B applied for a credit card with Vanquis. The application was approved, and Miss B was given a £600 limit. The limit wasn’t ever increased. M... (3 pages)View decision
