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-5742805
7 Aug 2025 Black Horse Limited UpheldConsumer CreditDRN-5742805 The complaint Miss K complains about the quality of a car she acquired under a hire purchase agreement with Black Horse Limited (BH). When I refer to what Miss K and BH said or did, it should also be taken to include things said or done on their behalf. What happened In No... (9 pages)View decision -
Decision Reference DRN-5539321
7 Aug 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5539321 The complaint Mrs J complains that Marks & Spencer Financial Services plc, trading as M&S Bank, won’t refund to her the deposit that she paid for a bathroom installation. What happened Mrs J agreed with a bathroom installation company in August 2024 that it would ins... (3 pages)View decision -
Decision Reference DRN-5742720
7 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5742720 The complaint Mr T is unhappy with how Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (‘VWFS’) set up a hire purchase agreement. What happened Mr T acquired a car under a hire purchase agreement (‘agreement A’) with VWFS around September 2022.... (7 pages)View decision -
Decision Reference DRN-5397090
7 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5397090 The complaint Miss H has complained that Barclays Bank UK PLC won’t refund some payments which she’s alternately said she either didn’t make, or she did make but as part of a scam. What happened In spring 2024, Miss H was cold contacted by a scammer posing as a recruiter. Th... (3 pages)View decision -
Decision Reference DRN-5698152
7 Aug 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5698152 The Complaint Miss M complains that MBNA Limited reported a late payment marker on her credit file. She’s also unhappy that her credit limit has been reduced. What happened Miss M holds a credit card account with MBNA ending 7292. Miss M missed monthly payments to the accoun... (3 pages)View decision -
Decision Reference DRN-5669533
7 Aug 2025 Premier Insurance Company Limited UpheldInsuranceDRN-5669533 The complaint Mrs S complains that Premier Insurance Company Limited (“Premier”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hybrid electric car, made by a premium-brand car-maker and ... (4 pages)View decision -
Decision Reference DRN-5742647
7 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5742647 The complaint Mrs F complains that NewDay Ltd trading as Aqua (“Aqua”) lent to her irresponsibly when it provided her with a credit card account and subsequent credit limit increases. Mrs F also complains about NewDay cancelling her account without notice, causing her issue... (5 pages)View decision -
Decision Reference DRN-5392979
7 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5392979 The complaint Mr B and C – a limited company – complain about the way Aviva Insurance Limited (“Aviva”) settled a claim made on Mr B’s motor insurance policy, following a vehicle leased by C being stolen. What happened C entered into a lease agreement for a new car in July ... (4 pages)View decision -
Decision Reference DRN-5742563
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5742563 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, first registered in February 2016. According to its ... (7 pages)View decision -
Decision Reference DRN-5742503
7 Aug 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5742503 The complaint Mr R (1), Mrs R and Mr R (2) complain about the handling of their property insurance claim by The National Farmers' Union Mutual Insurance Society Limited (‘The NFU’). Much of their dissatisfaction concerns the actions of The NFU’s appointed agents. As The... (4 pages)View decision