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 369228 results
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Decision Reference DRN-5648635
25 Jun 2025 Santander UK Plc Not upheldMortgagesDRN-5648635 The complaint This complaint has been brought to us on behalf of the estate of Mr D by his executors. One of the executors, who I’ll refer to as Mr H, has dealt with the complaint. Mr H complains about Santander’s service and says it obstructed the sale of the properties ove... (5 pages)View decision -
Decision Reference DRN-5060617
25 Jun 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5060617 The complaint Ms R complains about the quality of a vehicle that was supplied through a hire purchase agreement with N.I.I.B. Group Limited (NIIB). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision whi... (4 pages)View decision -
Decision Reference DRN-5648102
25 Jun 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5648102 The complaint Mr B is unhappy with Domestic & General Insurance Plc’s handling of a claim made under his boiler breakdown insurance policy for a repair to his home heating system. What happened Mr B has had a boiler breakdown policy with D&G for around 20 years. The ... (5 pages)View decision -
Decision Reference DRN-5587060
25 Jun 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5587060 The complaint Ms G complains that Assurant General Insurance Limited trading as Vodafone declined her gadget insurance claim. All references to Assurant include its agents. What happened Ms G had gadget insurance with Assurant. In February 2025 Ms G made a cl... (4 pages)View decision -
Decision Reference DRN-5645017
25 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5645017 The complaint Mr K complains that Metro Bank PLC (“Metro”) held him liable for transactions he didn’t authorise. What happened Mr K believes that funds were taken from his account fraudulently. This consisted of three £39.99 payments (for a monthly vehicle services subscript... (6 pages)View decision -
Decision Reference DRN-5648504
25 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5648504 The complaint Mr L complains that a car supplied to him under a personal contract purchase with CA Auto Finance UK Ltd (CAF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decisi... (8 pages)View decision -
Decision Reference DRN-5169817
25 Jun 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5169817 The complaint A company I’ll call T complains that ClearBank Limited (Tide) blocked its account, without providing advance warning, then closed it without notice and withheld the account balance. T is represented by its director, Mrs Q. What happened On 3 July 2024, Tide bl... (4 pages)View decision -
Decision Reference DRN-5576322
25 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5576322 The complaint Mr G complains that Bank of Scotland plc trading as Halifax (‘Halifax’) acted unfairly and unreasonably when deciding against a claim under Section 75 of the Consumer Credit Act 1974 – as amended (the ‘CCA’). What happened In or around August 2023 (the ‘Time of... (5 pages)View decision -
Decision Reference DRN-5392088
25 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5392088 The complaint Mrs B complains that Vanquis Bank Limited won’t refund her for goods which she has paid for but which were not delivered. What happened In early July 2024 Mrs B placed an order with a retailer, V, for some clothing. To pay for the order, Mrs B used a credit pro... (2 pages)View decision -
Decision Reference DRN-5610030
25 Jun 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5610030 The complaint Mr F complains that BMW Financial Services (GB) Limited, trading as Alphera Financial Services, hasn’t refunded to him overpayments that he made to it. What happened Mr F had entered into a hire purchase agreement with Alphera Financial Services in September 20... (3 pages)View decision
