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 381196 results
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Decision Reference DRN-4885557
27 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4885557 The complaint Mrs H is unhappy that Wise Payments Limited will not refund £4,240 that she lost as the result of an Authorised Push Payment (APP) scam. Mrs H brought his complaint to this service through a representative. For ease of reading I will refer solely to Mrs H in th... (3 pages)View decision -
Decision Reference DRN-5194644
27 Jan 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5194644 The complaint Mr Y says CA AUTO FINANCE UK LTD (‘CA’), trading as Fiat Financial Services, were wrong to tell his insurer that they didn’t accept replacement cars in relation to insurance settlements. What happened In August 2023 Mr Y entered into a Personal Contract Purchas... (2 pages)View decision -
Decision Reference DRN-5152866
27 Jan 2025 First Complete Ltd Not upheldInsuranceDRN-5152866 The complaint Mr A and Miss B have complained that First Complete Ltd trading as PRIMIS Mortgage Network (PRIMIS) mis-sold them life and critical illness insurance. What happened The background to this complaint is well known to the parties so I won’t repeat it in full here.... (2 pages)View decision -
Decision Reference DRN-5228548
27 Jan 2025 Equifax Limited Not upheldConsumer CreditDRN-5228548 The complaint Mr I complains that Equifax Limited failed to tell him what information was requested when businesses carried out identification and authentication checks. What happened Mr I has told us that in August 2024 he applied for savings accounts with various businesse... (2 pages)View decision -
Decision Reference DRN-5161296
27 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5161296 The complaint Ms B complains that the car she acquired financed through a conditional sale agreement with Close Brothers wasn’t of satisfactory quality. What happened In April 2022 Ms B acquired a car financed through a conditional sale agreement with Close Brothers. Not lon... (3 pages)View decision -
Decision Reference DRN-5191484
27 Jan 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5191484 The complaint Miss D says that Santander Consumer (UK) Plc (Santander) were unreasonable to pay car parking fines on her behalf and apply an administration fee. What happened Miss D took out a hire agreement in January 2024 to fund the provision of a car. In August 2024 she ... (2 pages)View decision -
Decision Reference DRN-5287417
27 Jan 2025 Aldermore Bank Plc UpheldConsumer CreditDRN-5287417 The complaint Mrs B has complained about the way Aldermore Bank PLC responded to claims she’d made under section 56 (“s.56”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mrs B has b... (4 pages)View decision -
Decision Reference DRN-5242358
27 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5242358 The complaint Mr and Mrs M complained that Ageas Insurance Limited (“Ageas”) unfairly recorded information about them relating to a home insurance enquiry, which adversely impacted their ability to purchase affordable insurance at renewal. What happened Mr and Mrs M said the... (2 pages)View decision -
Decision Reference DRN-5098396
27 Jan 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5098396 The complaint Mr T complains Zurich Insurance Company Ltd unfairly refused to pay his property insurance claim. What happened In November 2017 Mr T claimed against a Zurich block property insurance policy. A flat he held the leasehold for had been damaged by fire. There has... (2 pages)View decision -
Decision Reference DRN-5167454
27 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5167454 The complaint Mr B complains that the car he acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In August 2022 Mr B acquired a used car financed through a conditional sale agreement with Santa... (4 pages)View decision
