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 381196 results
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Decision Reference DRN-5809055
10 Sep 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5809055 The complaint Mr P complains that Tandem Motor Finance Limited is holding him responsible for damage that was caused to a car after it had agreed that he could reject it. What happened A used car was supplied to Mr P under a hire purchase agreement with Tandem Motor Finance ... (3 pages)View decision -
Decision Reference DRN-5613406
10 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5613406 The complaint Ms and Mr G complain about how UK Insurance Limited T/A Churchill dealt with and settled their home emergency claim. What happened Ms and Mr G hold a household insurance policy, which is provided by Churchill. This policy includes cover for home emergencies. ... (4 pages)View decision -
Decision Reference DRN-5477444
10 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5477444 The complaint Mr Y complains that Santander UK Plc (‘Santander’) declined to refund him approximately £2,000 which he lost as a result of a scam. What happened The circumstances surrounding this complaint are well known to both parties, so I will not go into every detail of... (3 pages)View decision -
Decision Reference DRN-5510741
10 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5510741 The complaint Miss P has complained that HSBC UK Bank Plc won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, and our decisions are anonymised, so I’ll summarise what happened in brief. Miss P was recommen... (3 pages)View decision -
Decision Reference DRN-5221122
10 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5221122 The complaint Mr Y complains that Lloyds Bank PLC (‘Lloyds’) have declined to refund him approximately £5,000 which he lost as a result of a scam. What happened The details of this complaint are well-known to both parties, so I will not go into every detail of what happened ... (4 pages)View decision -
Decision Reference DRN-5666261
10 Sep 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5666261 The complaint Mr S complains that a car that was supplied to him under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited wasn’t of satisfactory quality. What happened A new car was supplied to Mr S under a hire purchase agreement with Mercedes-Benz F... (4 pages)View decision -
Decision Reference DRN-5805704
10 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5805704 The complaint Mr and Mrs S complain about AWP P&C S.A.’s actions when Mr S asked it whether or not his participation in a medical clinical trial would affect his travel insurance policy. My references to AWP include its agents. As the complaint is about AWP’s communicati... (5 pages)View decision -
Decision Reference DRN-5676878
10 Sep 2025 Motability Operations Limited UpheldConsumer CreditDRN-5676878 The complaint Mr I complains that Motability Operations Limited won’t compensate him for the stress and financial loss that he’s been caused by issue with a car that was supplied to him under a hire agreement. What happened A new car was supplied to Mr I under a hire agreeme... (3 pages)View decision -
Decision Reference DRN-5278030
10 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5278030 The complaint Mr P complains about the balance owed under a fixed sum loan agreement taken out with EE Limited. What happened In September 2024, Mr P took out a fixed sum loan agreement with EE to pay for a brand new mobile telephone device. The cash price of the handset was... (4 pages)View decision -
Decision Reference DRN-5638841
10 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5638841 The complaint Mr A, who brings his complaint with the assistance of a representative, complains that HSBC UK Bank Plc ought to have done more to protect him from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised the... (3 pages)View decision
