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 367300 results
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Decision Reference DRN-5446227
31 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5446227 The complaint Mr H believes a car supplied to him under a hire purchase agreement with Black Horse Limited (Black Horse) was of unsatisfactory quality. When I refer to what Mr H or Black Horse have said or done, it should also be taken to include things said or done on thei... (6 pages)View decision -
Decision Reference DRN-5136747
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5136747 The complaint Mrs K complains Revolut Ltd didn’t do enough to protect her when she fell victim to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events ! $ * In July 2023 Mrs K was tricked into ... (5 pages)View decision -
Decision Reference DRN-5412476
31 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5412476 The complaint P has complained about Covea Insurance Plc’s decision to turn down its claim for damage to a building under a Golf Club Insurance Policy. Any reference to Covea includes its agents. P is represented by F. What happened The roof of the greenkeeper’s shed, whi... (2 pages)View decision -
Decision Reference DRN-5250013
31 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5250013 The complaint Mr M complains CA Auto Finance UK LTD (CA Auto) irresponsibly entered into a personal contract purchase (PCP) agreement because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable and sustainable for him. What happened ... (8 pages)View decision -
Decision Reference DRN-5241275
31 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5241275 The complaint Ms K complains that Royal & Sun Alliance Insurance Limited (“RSA”) didn’t respond to emails relating to her buildings insurance claim. What happened Ms K held a buildings insurance policy with RSA. She made an escape of water claim in 2022. There were sign... (3 pages)View decision -
Decision Reference DRN-5173865
31 Mar 2025 Insight Financial Associates Limited UpheldPensions and AnnuitiesDRN-5173865 The complaint Mr E, through his representative, complains about advice he received from Insight Financial Associates Limited (Insight) in 2013. Although represented in this matter, for ease of reading, generally all references to Mr E will include submissions by his represe... (9 pages)View decision -
Decision Reference DRN-4876748
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4876748 The complaint Mr S complains Lloyds Bank PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both partie... (4 pages)View decision -
Decision Reference DRN-5441373
31 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5441373 The complaint Miss M complains that a car supplied to her under a hire purchase agreement with BMW Financial Services(GB) Limited (BMWFS) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provi... (6 pages)View decision -
Decision Reference DRN-5031609
31 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5031609 The complaint Mr B has complained that Santander UK Plc (“Santander”) failed to protect him from falling victim to an impersonation scam and hasn’t refunded the money he lost in the scam. What happened The background of this complaint is already known to both parties, so I ... (6 pages)View decision -
Decision Reference DRN-5318706
31 Mar 2025 Brooklin Claims Consultants Ltd UpheldInsuranceDRN-5318706 The complaint Miss G complains that Brooklin Claims Consultants Ltd (BCC) have provided poor repairs and service when dealing with her claim for a fire at her property. What happened In February 2022 Miss G had a fire at her property and made a claim on her buildings and co... (4 pages)View decision
