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 401363 results
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Decision Reference DRN-5972009
17 Mar 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5972009 The complaint Miss O complains that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited (OFS) was of unsatisfactory quality and that the opportunity to repair has passed. What happened In January 2025 Miss O entered into a hire purcha... (3 pages)View decision -
Decision Reference DRN-5744615
17 Mar 2026 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5744615 The complaint Mr A complains that Scottish Equitable Plc trading as AEGON set his retirement date as age 70 without asking him and in turn invested him in a lifestyling strategy that wasn’t suitable for him. What happened The pension was a group personal pension policy set u... (7 pages)View decision -
Decision Reference DRN-6145493
17 Mar 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6145493 The complaint Mr B complains that Santander UK Plc did not block a payment after assuring him that it would. What happened Mr B says he received a message asking him to accept a charge of £229.19 which he believed to be fraudulent. He says that, when he called Santander to ... (2 pages)View decision -
Decision Reference DRN-5587150
17 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5587150 The complaint Miss B complains that Monzo Bank Ltd won’t refund payments she sent as part of a scam. What happened In 2024 Miss B saw an advert for a job opportunity online and registered her interest. She was contacted by someone who explained the work was completing tasks,... (3 pages)View decision -
Decision Reference DRN-6169594
17 Mar 2026 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-6169594 The complaint Miss M complains about the handling of a hire purchase agreement she has with Secure Trust Bank Public Limited Company trading as Moneyway. What happened In December 2024, Miss M took out a hire purchase agreement with Moneyway to get a used car from a dealer. ... (4 pages)View decision -
Decision Reference DRN-5992349
17 Mar 2026 Allianz Insurance Plc Not upheldInsuranceDRN-5992349 The complaint Miss N’s complaint is about a claim she made on her Allianz Insurance Plc (‘Allianz’) equine insurance policy, which was declined. Miss N says Allianz treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t r... (3 pages)View decision -
Decision Reference DRN-6052321
17 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6052321 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (13 pages)View decision -
Decision Reference DRN-5877836
17 Mar 2026 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5877836 The complaint Two linked limited companies, that I will refer to in this decision as R, have complained about the settlement offered by Hiscox Insurance Company Limited following a claim for business interruption losses under a business insurance policy. Both limited compani... (8 pages)View decision -
Decision Reference DRN-6205768
17 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6205768 The complaint Mr and Mrs L complain about a loan (the “Credit Agreement”) provided to them by Shawbrook Bank Limited (the “Lender”), which was used to purchase a timeshare (“Fractional Club membership”). What happened On 19 July 2012 (the ‘Time of Sale’), Mr and Mrs L purch... (14 pages)View decision -
Decision Reference DRN-5904737
17 Mar 2026 Caspian Assured Ltd UpheldInsuranceDRN-5904737 The complaint The Estate of Mr M is unhappy with the service provided by Caspian Assured Ltd trading as Caspian Insurance Services (Caspian). What happened Mrs M and the late Mr M received advice from Caspian in around April 2021 about their protection provision. On 17 May ... (4 pages)View decision