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 360264 results
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Decision Reference DRN-5287125
12 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5287125 The complaint Mrs Y and Mr Y complain about Aviva Insurance Limited (“Aviva”) and the settlement options provided to them following a claim made on their home insurance policy. Mrs Y has acted as the main representative during the claim and complaint process. So, for ease of... (4 pages)View decision -
Decision Reference DRN-4819809
12 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4819809 The complaint Ms B has complained that Santander UK Plc hasn’t refunded her for the cost of a hotel, following the cancellation of her flights, paid for using her Santander credit card. What happened Ms B booked flights for a holiday through a third party, that I will call ‘... (2 pages)View decision -
Decision Reference DRN-5261587
12 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5261587 The complaint Mr and Mrs G’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (8 pages)View decision -
Decision Reference DRN-5101297
12 Feb 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5101297 The complaint Miss B complains about the information she received from Volkswagen Financial Services (UK) Limited (“VFS”) when she acquired a used car under a hire purchase agreement. She says VFS didn’t explain how interest would be charged on the amount being financed. Wha... (3 pages)View decision -
Decision Reference DRN-5326765
12 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5326765 The complaint Mr S and Mrs S are unhappy with the service that Mrs S received from Barclays Bank UK PLC surrounding a high value transfer that she wanted to make. This complaint is brought to this service by both Mr S and Mrs S, as it arises from an account held in their jo... (5 pages)View decision -
Decision Reference DRN-4861351
12 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-4861351 The complaint Ms K complains about esure Insurance Limited’s handling of a subsidence claim made under her buildings insurance policy. Any reference to esure includes the actions of its agents. What happened Ms K holds buildings insurance cover with esure. She made a claim... (4 pages)View decision -
Decision Reference DRN-5323280
12 Feb 2025 Pinnacle Insurance Plc UpheldInsuranceDRN-5323280 The complaint Ms J complains that Pinnacle Insurance Plc (“Pinnacle”) declined a claim she made on her pet insurance policy. What happened Ms J has a ten-year-old house cat who is a pedigree breed and doesn’t go outside. Ms J says because th... (3 pages)View decision -
Decision Reference DRN-5143342
12 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5143342 The complaint Mr C has complained that Shawbrook Bank Limited “Shawbrook” rejected his claim against it under Section 75 of the Consumer Credit Act 1974. This complaint has been brought by Mr C but the sale (the event complained about) involved Mr C and the late Mrs C. To k... (4 pages)View decision -
Decision Reference DRN-5004666
12 Feb 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5004666 The complaint Mrs C is unhappy that a car supplied to her under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited, trading as Mercedez-Benz Finance (‘MBFS’), was of an unsatisfactory quality. What happened In October 2023, Mrs C was supplied with a ... (3 pages)View decision -
Decision Reference DRN-5215770
12 Feb 2025 Takepayments Limited UpheldConsumer CreditDRN-5215770 The complaint Mrs F and Mrs D are partners in a partnership, which I’ll call C. They complain that Takepayments Limited has unfairly charged them a lost terminal fee. What happened C took out a terminal hire contract with Takepayments in late 2023. The partners complained ab... (3 pages)View decision
