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-6218638
13 Mar 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6218638 The complaint Mr M complained that the charges imposed at the end of his car finance agreement with BMW Financial Services (GB) Limited trading as MINI Financial Services (“BMWFS”) were unfair. What happened Mr M acquired a new Mini using a hire purchase agreement with BMWF... (3 pages)View decision -
Decision Reference DRN-6059371
13 Mar 2026 RCI Financial Services Limited Not upheldConsumer CreditDRN-6059371 The complaint Mr M is unhappy that a vehicle supplied to him under his hire purchase agreement with RCI Financial Services Limited trading as Nissan Financial Services was misrepresented to him and that the car does not perform as he needed it to. What happened In April 202... (3 pages)View decision -
Decision Reference DRN-6121433
13 Mar 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6121433 The complaint Mr Z complains Bank of Scotland plc (‘BoS’) won’t reimburse the money he lost when he fell victim to what he believes to be a scam. What happened The detailed background to this complaint is well known to both parties and was set out in the investigator’s view,... (4 pages)View decision -
Decision Reference DRN-6113088
13 Mar 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-6113088 The complaint Miss A complains that Intact Insurance UK Limited (‘Intact’) issued a cash settlement to a joint policyholder’s sole bank account, and later refused to supply her with copies of its correspondence with the same joint policyholder. References to Intact includes ... (3 pages)View decision -
Decision Reference DRN-5862591
13 Mar 2026 Nationwide Building Society Not upheldInsuranceDRN-5862591 The complaint Mr D complains that he has paid more in monthly premiums for the AXA Sun Life over 55s life insurance policy (the life insurance policy) he took out in a Nationwide Building Society (Nationwide) branch than the level of cover it provides. Mr D believes Nationwi... (3 pages)View decision -
Decision Reference DRN-5904612
13 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5904612 The complaint Ms R complains that Nationwide Building Society has declined to refund disputed transactions that were made from her account. What happened Between 15 April and 8 May 2025, several transactions totalling £3,153.16 were made from Ms R’s account that she says she... (2 pages)View decision -
Decision Reference DRN-6188312
13 Mar 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6188312 The complaint Mr W complains about the manner in which AXA insurance UK PLC handled a claim on his motor insurance policy. In particular he said it unfairly held him fully liable for an accident, delayed in arranging repairs and tried to contact him by phone even though he t... (4 pages)View decision -
Decision Reference DRN-6202301
13 Mar 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6202301 The complaint Mr L complains that Zurich Insurance Company Limited has turned down a cancellation claim he made on an annual travel insurance policy. What happened In May 2024, Mr L took out an annual multi-trip travel insurance policy to provide cover for him and for his ch... (4 pages)View decision -
Decision Reference DRN-6114334
13 Mar 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6114334 The complaint Mr J has complained that Lendable Ltd, trading as Zable, were irresponsible in opening a credit card account and subsequently increasing the credit limit. What happened Zable provided Mr J with a credit card in April 2023 with a credit limit of £200. This limit... (3 pages)View decision -
Decision Reference DRN-6207558
13 Mar 2026 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-6207558 The complaint Mercedes-Benz Financial Services UK Limited (MBFS) provided Mr H with a hire purchase agreement in 2018 to purchase a car. Mr H borrowed £32,230 and he was due to repay 48 repayments of £485.43, followed by an optional payment of £14,425 to own the car. Mr H se... (2 pages)View decision