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 401363 results
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Decision Reference DRN-5709650
4 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5709650 The complaint Mr C complains that a car supplied under a hire agreement with Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (“SFS”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the b... (3 pages)View decision -
Decision Reference DRN-5640108
4 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5640108 The complaint Mr B complains HSBC UK Bank Plc unfairly recorded a Cifas marker against him. He wants the marker removed and compensation for the impact the marker has had on him. What happened The background that led to HSBC recording a marker against Mr B are understood by ... (4 pages)View decision -
Decision Reference DRN-5883419
4 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5883419 The complaint Ms M complains that Oodle Financial Services Limited provided her with a car which was not of satisfactory quality and that it has not done enough to put things right. What happened In October 2024 Ms M entered into a 45 month hire purchase agreement with Oodle... (3 pages)View decision -
Decision Reference DRN-5762556
4 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5762556 The complaint Miss G complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) has unfairly declined a claim under her pet insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key events h... (3 pages)View decision -
Decision Reference DRN-5912994
4 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5912994 The complaint Mr S and Mrs S have complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim under their home insurance policy. What happened Mr S and Mrs S made a claim for storm damage when an external glass balustrade at their home was da... (7 pages)View decision -
Decision Reference DRN-5686293
4 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5686293 The complaint Mr C and Mr D, a business partnership, are unhappy that National Westminster Bank Public Limited Company (“NatWest”) consider them personally liable for an outstanding Bounce Back Loan (“BBL”) debt. What happened In December 2020, the Partnership successfully a... (2 pages)View decision -
Decision Reference DRN-5916961
4 Nov 2025 Alphabet (GB) Ltd Not upheldConsumer CreditDRN-5916961 The complaint Mr L complains about a car supplied to him using a hire agreement with Alphabet (GB) Ltd (“Alphabet”). What happened In February 2024, Mr L acquired a car using a hire agreement with Alphabet. The initial rental payment was £1,005.24, followed by 23 regular, m... (3 pages)View decision -
Decision Reference DRN-5904345
4 Nov 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5904345 The complaint Mr K complains that Legal and General Assurance Society Limited (L&G) failed to provide him with the full value of the pension he held with it. He said his pension was worth £1,300 in 1982, but he only received £320 when he cashed it in. To put things right... (5 pages)View decision -
Decision Reference DRN-5258619
4 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5258619 Complaint Mr S is unhappy that Monzo Bank Ltd didn’t reimburse him after he reported falling victim to a scam. Background The background to this case is well known to the parties, so I will only summarise the key facts. In early 2024, Mr S fell victim to a job scam. He was a... (4 pages)View decision -
Decision Reference DRN-5899119
4 Nov 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5899119 The complaint Mr A has complained that British Gas Insurance Limited (“British Gas”) hasn’t repaired his boiler under a Home Care policy. What happened Mr A has a Home Care insurance policy with a British Gas which includes central heating breakdown cover. This cover offers ... (2 pages)View decision