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 369228 results
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Decision Reference DRN-5524811
9 May 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5524811 The complaint Mr T complains about Zurich Insurance Company Ltd’s decision to cancel his home insurance policy and decline cover for his claim. Zurich has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Zurich’s agents ... (4 pages)View decision -
Decision Reference DRN-5490110
9 May 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5490110 The complaint Miss C complains that Specialist Motor Finance Limited (“SMF”) failed to conduct sufficient affordability checks. Had it done so it would’ve seen she was in a debt management plan (DMP) and she couldn’t afford the agreement. What happened In April 2019, SMF pr... (4 pages)View decision -
Decision Reference DRN-5385887
9 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5385887 The complaint Mr R is unhappy that Bank of Scotland plc, trading as Halifax, will not refund the money he lost as the result of an investment scam. Mr R has used a representative to bring his complaint to this service. For ease, I will refer solely to Mr R throughout this de... (5 pages)View decision -
Decision Reference DRN-5534331
9 May 2025 First Response Finance Ltd UpheldConsumer CreditDRN-5534331 The complaint Ms M complains through a representative that First Response Finance Ltd (“First Response”) provided her with a hire purchase agreement that wasn’t affordable. What happened In March 2021, First Response provided Ms M with a hire purchase agreement for a used c... (5 pages)View decision -
Decision Reference DRN-5534332
9 May 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5534332 The complaint Mr T complains through a representative that Oodle Financial Services Limited trading as Oodle car Finance (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks. What happened In January 2020, Oodle provided Mr T wit... (4 pages)View decision -
Decision Reference DRN-5501507
9 May 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5501507 The complaint Mr V has complained that a car he acquired, under a personal contract purchase agreement with CA AUTO FINANCE UK LTD (‘CA AUTO’), wasn’t of satisfactory quality at the point of supply. What happened On 7 August 2023, Mr V entered into a finance agreement with C... (3 pages)View decision -
Decision Reference DRN-5372257
9 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5372257 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss W met som... (3 pages)View decision -
Decision Reference DRN-5416278
9 May 2025 Phoenix Life Limited Not upheldInvestmentsDRN-5416278 The complaint Mr and Mrs D’s complaint relates to a mortgage endowment policy they took out in 1985. They believe that the maturity value was not paid out and they are unhappy that Phoenix Life Limited, which bought the original product provider’s mortgage endowment portfoli... (3 pages)View decision -
Decision Reference DRN-5546295
9 May 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5546295 The complaint Mr J complains Financial & Legal Insurance Company Ltd (F&L) unfairly declined a claim he made on his motor warranty. What happened In April 2024 Mr J took out a F&L policy. In June 2024, Mr J’s van broke down. He said he was driving when an oil li... (3 pages)View decision -
Decision Reference DRN-5421153
8 May 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5421153 The complaint Mr K’s complaint about Barclays Bank UK PLC (Barclays) relates to incorrect information he was given during a call with a mortgage advisor (MA) when he rang to discuss obtaining a new mortgage product and rate. He also complains about the delay he experienced. ... (2 pages)View decision
