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
-
Decision Reference DRN-5092834
1 May 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5092834 The complaint Ms P complains that The Royal Bank of Scotland Plc (RBS) won’t refund money she lost when she was the victim of a scam. Ms P is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll ... (8 pages)View decision -
Decision Reference DRN-5364531
1 May 2025 esure Insurance Limited UpheldInsuranceDRN-5364531 The complaint Mr V complains about esure Insurance Limited’s (esure) handling of a claim he made under his motor insurance policy and the amount they paid him for his vehicle. What happened Mr V held a motor insurance policy with esure. He contacted them in April 2024 to ma... (3 pages)View decision -
Decision Reference DRN-5489236
1 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5489236 The complaint A company, which I will refer to as P, complains that Santander UK Plc unfairly defaulted its Bounce Back Loan (BBL) and passed the matter to an external debt collections agency. (I’m aware that P previously made a separate complaint that Santander closed its ... (2 pages)View decision -
Decision Reference DRN-5359716
1 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5359716 The complaint Mr O complains about Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”) as he feels they didn’t do enough to support him when he got into financial difficulty on making payments to a conditional sale agreement taken out with them. What happened Mr O re... (3 pages)View decision -
Decision Reference DRN-5518052
1 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5518052 The complaint Miss L complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss L is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss L herself. What... (4 pages)View decision -
Decision Reference DRN-5519190
1 May 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5519190 The complaint Mr W complains about the service provided and information given by his broker, Adrian Flux Insurance Services Group (‘Adrian Flux’), when taking out a motorhome insurance policy. What happened The background to this complaint is well known to Mr W and Adrian Fl... (3 pages)View decision -
Decision Reference DRN-5398363
1 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5398363 The complaint Ms B complains about the poor and misleading information provided on exchange rates when she was looking to receive a payment from her foreign bank account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (2 pages)View decision -
Decision Reference DRN-5507775
1 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5507775 The complaint Ms H and Mr R are complaining about the way AXA Insurance UK Plc has handled a claim they made on their buildings insurance policy. AXA has used a number of agents to act on its behalf throughout this claim. But for ease of reference I shall refer to anything t... (4 pages)View decision -
Decision Reference DRN-5516169
1 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5516169 The complaint Mr W complains about the response to, and settlement offered following a claim he made on his motorhome insurance policy with Tradex Insurance Company Plc (‘Tradex’). Much of Mr W’s unhappiness relates to the actions of Tradex’s appointed agents. As Tradex have... (3 pages)View decision -
Decision Reference DRN-5524812
1 May 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5524812 The complaint Mr M complains about a car supplied to him using a hire purchase agreement taken out with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened In November 2023, Mr M acquired a used car using a hire purchase agre... (6 pages)View decision
