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 360982 results
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Decision Reference DRN-5272508
12 Mar 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5272508 The complaint Miss K complains that the car she financed through a hire purchase agreement with MotoNovo Finance Limited was mis-sold. She wants to return the car and have her payments refunded along with compensation for the costs she has incurred while not being able to us... (4 pages)View decision -
Decision Reference DRN-5359436
12 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5359436 The complaint Ms J complains about how Royal & Sun Alliance Insurance Limited (‘RSA’) have responded to her buildings insurance claim. As RSA are responsible for the actions of their appointed agents, any reference to RSA in my decision should also be interpreted as cove... (3 pages)View decision -
Decision Reference DRN-5268311
12 Mar 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5268311 The complaint Mr H is unhappy with the service he received from AXA PPP Healthcare Limited, including the way it handled a claim made under his private health insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-5086175
12 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5086175 The complaint Mr L has complained about the quality of a car provided on finance by Specialist Motor Finance Limited (SMFL). What happened SMFL supplied Mr L with a used car on a hire purchase agreement in July 2022. The cash price of the car was around £7,200 and it had co... (5 pages)View decision -
Decision Reference DRN-5392014
12 Mar 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-5392014 The complaint Mr M complains that Northern Bank Limited trading as Danske Bank didn’t honour a current account switch offer and that the service he received when he contacted it about the matter was poor. What happened Danske Bank was offering a £200 incentive payment to cu... (3 pages)View decision -
Decision Reference DRN-5321210
12 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5321210 The complaint Mr R complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened In 2022, Mr R was made aware of an investment opportunity by a professional introducer. Mr R says he previously used th... (4 pages)View decision -
Decision Reference DRN-5057972
12 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5057972 The complaint Mrs P has complained about the quality of a car provided on finance by Moneybarn No.1 Limited (Moneybarn). What happened Moneybarn supplied Mrs P with a used car on a conditional sale agreement in June 2023. The cash price of the car was around £7,000 and it h... (4 pages)View decision -
Decision Reference DRN-5303054
12 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5303054 The complaint Mr Y complains that he didn’t receive a debit card Personal Identification Number (PIN) from TSB Bank plc despite many requests, a letter he received was factually incorrect and TSB handled his complaint poorly. What happened Mr Y holds accounts with TSB. He op... (4 pages)View decision -
Decision Reference DRN-5330363
12 Mar 2025 Wakam UpheldInsuranceDRN-5330363 The complaint Mr R complains that Wakam unfairly cancelled his commercial courier car insurance policy and hasn’t refunded enough of the premium. What happened Mr R was aged between 64 and 75. He had a part-time role as a delivery driver. From about December 2021, Mr R had... (5 pages)View decision -
Decision Reference DRN-5305134
12 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5305134 The complaint Mrs I complains that Royal & Sun Alliance Insurance Limited (“RSA”) rejected a claim on her home buildings and contents insurance policy and said the policy was void. What happened Mrs I made a claim on her home insurance in April 2023 following an escape o... (5 pages)View decision
