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 375868 results
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Decision Reference DRN-5588337
27 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5588337 The complaint Mr P complains that a motorbike that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. He’s being helped with his complaint by a representative. What happ... (3 pages)View decision -
Decision Reference DRN-5170019
27 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5170019 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund money he says he lost to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr K has explained... (3 pages)View decision -
Decision Reference DRN-5504848
27 Aug 2025 Western Circle Ltd UpheldConsumer CreditDRN-5504848 The complaint Mrs R, through her representative, complains that Western Circle Ltd trading as Cashfloat lent to her when she could not afford it. What happened Mrs R took one loan of £600 from Western Circle in February 2022. There were to be four instalment repayments of ju... (3 pages)View decision -
Decision Reference DRN-5456676
27 Aug 2025 AXA Versicherung Aktiengesellschaft UpheldInsuranceDRN-5456676 The complaint Ms C complains about how AXA Versicherung Aktiengesellschaft (AXA) handled and settled a claim she made following damage to three rugs which she had placed in storage. What happened In November 2000 Ms C arranged to store the contents of her home within a ware... (4 pages)View decision -
Decision Reference DRN-5777368
27 Aug 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5777368 The complaint Mr T complains about charges he was asked to pay by LeasePlan UK Limited (LeasePlan) when he returned a car he had been financing through an agreement with them. What happened I issued my provisional decision on this complaint early this month. An extract from... (4 pages)View decision -
Decision Reference DRN-5570332
27 Aug 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5570332 The complaint Mrs S complains that a car that was supplied to her under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mrs S under a hire purchase agreement with MotoNovo Finance that she signe... (4 pages)View decision -
Decision Reference DRN-5531359
26 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5531359 The complaint Mr and Mrs G are unhappy with the way Royal & Sun Alliance Insurance Limited (“RSA”) handled their home emergency claim and they’d like the cost of repair reimbursed. Mr and Mrs G had home insurance underwritten by RSA, which included home emergency cover. ... (3 pages)View decision -
Decision Reference DRN-5554044
26 Aug 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5554044 The complaint Mr N has complained that Legal and General Assurance Society Limited (L & G) did not make him aware that taking the benefits from his late father’s annuity as a lump sum would cause him to incur a tax charge from His Majesty’s Revenue and Customs (HMRC) Mr ... (4 pages)View decision -
Decision Reference DRN-5777502
26 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5777502 The complaint Mr and Mrs H have complained about the way Liverpool Victoria Insurance Company Limited has handled their claim under their home insurance policy. What happened Mr and Mrs H made a claim for a leak in the water supply pipe at their property in September 2022. L... (3 pages)View decision -
Decision Reference DRN-5663454
26 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5663454 The complaint Mrs V complains that Santander UK Plc (Santander) has treated her unfairly in relation to its obligations with regard to a payment she made using her credit card. What happened In November 2024, Mrs V made a payment of £2,807.84 using her Santander credit card.... (4 pages)View decision
