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 388057 results
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Decision Reference DRN-5437843
30 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5437843 The complaint Mr U complains that NewDay Ltd trading as Aquacard (“NewDay”) didn’t handle his claim correctly. What happened Mr U purchased a number of items from a retailer I shall call ‘”G” on 6 November 2023 at a total cost of £477.47. However he decided he didn’t want th... (5 pages)View decision -
Decision Reference DRN-5359802
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5359802 The complaint Mr U complains that Lloyds Bank PLC credited £12,270 to his account when he paid in £15,270. What happened Mr U visited a branch of Lloyds on 5 December 2024 and says he paid in £15,270. He didn’t check the receipt when it was handed to him in branch but did so... (2 pages)View decision -
Decision Reference DRN-5446734
30 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5446734 The complaint Mrs E is unhappy with the decision by U K Insurance Limited trading as Direct Line (UKI) following a claim under her home insurance policy for damage caused by a fire. UKI is the underwriter of this policy. UKI has accepted it is accountable for the actions of... (6 pages)View decision -
Decision Reference DRN-5521427
30 Apr 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5521427 The complaint Mr F is unhappy with a car supplied under a conditional sale agreement provided by Santander Consumer (UK) Plc. What happened Around April 2023 Mr F acquired a used car under a conditional sale agreement with Santander. The car is listed with a cash price of £2... (5 pages)View decision -
Decision Reference DRN-5503792
30 Apr 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5503792 The complaint Mrs K is unhappy that Assurant General Insurance Limited (“AGI”) declined her claim for theft of her mobile phone. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mrs K had mobile... (2 pages)View decision -
Decision Reference DRN-4871878
30 Apr 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4871878 The complaint Mr P has complained that he is unhappy with the quality of a van he acquired in November 2022, using a conditional sale agreement with Stellantis Financial Services UK Limited, trading as Vauxhall Finance (“Stellantis”). What happened Mr P acquired a used Ford... (3 pages)View decision -
Decision Reference DRN-5465694
30 Apr 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5465694 The complaint Miss L has complained that Marshmallow Insurance Limited carried out a change to her car insurance policy in error and hasn’t done enough to put things right. What happened Miss L’s car was due for renewal with Marshmallow and it provided a renewal quote. Throu... (2 pages)View decision -
Decision Reference DRN-5452374
30 Apr 2025 Leeds Building Society Not upheldMortgagesDRN-5452374 The complaint The estate of Mr G complains that Leeds Building Society didn’t tell the executor of Mr G’s estate that a fixed interest rate deal on a Buy To Let mortgage was coming to an end, so the estate paid more interest in the last months before the mortgage was redeeme... (3 pages)View decision -
Decision Reference DRN-5510186
30 Apr 2025 Sky UK Limited Not upheldConsumer CreditDRN-5510186 The complaint Mrs P complains about a balance owed under a fixed sum loan agreement with Sky UK Limited. What happened In February 2024, Mrs P took out a fixed sum loan agreement with Sky to buy a brand new mobile telephone device. Sky arranged for their courier to deliver t... (5 pages)View decision -
Decision Reference DRN-5465807
30 Apr 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5465807 The complaint Mr S has complained about poor service he received from Adrian Flux Insurance Services Group when it offered to provide a quotation for a home insurance policy. What happened Mr S held a home insurance policy through the broker Adrian Flux. In October 2024 Adri... (2 pages)View decision