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 374385 results
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Decision Reference DRN-5628544
8 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5628544 The complaint Mr R on behalf of the late Mrs R’s estate complains about the service received by The Royal Bank of Scotland PLC (“RBS”) regarding the administration of the late Mrs R’s accounts following her death. In particular, RBS’s failure to apply a stop to Mrs R’s debit... (3 pages)View decision -
Decision Reference DRN-5575329
8 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5575329 The complaint Ms R complains about Liverpool Victoria Insurance Company Limited (“LV”) and the service they provided after she made a claim on her motor insurance policy following a non-fault accident. What happened The claim and complaint circumstances are well known to bot... (5 pages)View decision -
Decision Reference DRN-5670113
8 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5670113 The complaint A company, which I’ll refer to as F, complains that AXA Insurance UK Plc cancelled its business protection policy in error and would not reinstate the policy. Mr S, who is a director of F, brings the complaint on F’s behalf. What happened F had a business prote... (2 pages)View decision -
Decision Reference DRN-5640753
8 Jul 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5640753 The complaint Miss D is complaining that Lloyds Bank PLC lent to her irresponsibly by providing her with a personal loan. Miss D’s complaint has been raised by a representative but for ease I’ve written as if we’ve dealt with her directly throughout. What happened In May 202... (4 pages)View decision -
Decision Reference DRN-5256303
8 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5256303 The complaint Mr B is unhappy with charges applied by Mercedes-Benz Financial Services UK Limited (‘MBFS’) at the end of his car finance agreement. What happened Mr B had a car finance agreement with MBFS. But, after returning the car at the end of the agreement, MBFS applie... (2 pages)View decision -
Decision Reference DRN-5586050
7 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5586050 The complaint Mrs K complains about Aviva Insurance Limited’s handling of a claim on her home emergency insurance. What happened Mrs K had an Aviva home emergency policy. This provided cover for her plumbing, drainage, and water supply. In December 2023, she told Aviva there... (3 pages)View decision -
Decision Reference DRN-5440732
7 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5440732 The complaint Mr M complains Santander UK Plc won’t refund a payment he says was made without his authority by a scammer. What happened In early 2023, Mr M fell victim to a cryptocurrency investment scam. He says although he quickly realised he had been scammed, they continu... (4 pages)View decision -
Decision Reference DRN-5632342
7 Jul 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5632342 The complaint Mr J complains that the car he acquired financed through a hire purchase agreement with Advantage Finance Ltd (“AFL”) wasn't of satisfactory quality. What happened In October 2023 Mr J acquired a used car financed through a hire purchase agreement with AFL... (6 pages)View decision -
Decision Reference DRN-5432558
7 Jul 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5432558 The complaint Mr S complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (“Quid Market”) lent to him irresponsibly by failing to make the right checks and then he was unable to repay them. What happened Mr S took several loans and the table shows a summary. Loa... (6 pages)View decision -
Decision Reference DRN-5626608
7 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5626608 The complaint Mr and Mrs F complain that Nationwide Building Society will not refund in full a payment which they say was taken fraudulently from their account. Family members have represented them at various stages, so where I refer to their arguments and submissions, I inc... (2 pages)View decision
