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-6301377
21 Apr 2026 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-6301377 The complaint Miss A complains to Link Financial Outsourcing Limited trading as Asset Link Capital (No.9) (LFO) that loans given to her were unaffordable. She also complained that LFO shouldn’t have allowed her to pay the loans using a credit card. What happened Miss A had t... (4 pages)View decision -
Decision Reference DRN-6218995
21 Apr 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6218995 The complaint Mr and Mrs W have complained that Lloyds Bank General Insurance Limited, trading as Halifax (“Halifax”) haven’t dealt properly with the claim they made for damage to their conservatory. What happened In autumn 2022, Mr and Mrs W noticed cracks in their property... (3 pages)View decision -
Decision Reference DRN-6164111
21 Apr 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6164111 The complaint Miss T complains that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc was of unsatisfactory quality. What happened In around May 2022, Miss T was supplied with a used car through a conditional sale agreement with Santan... (3 pages)View decision -
Decision Reference DRN-6273338
21 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6273338 The complaint A company which I’ll call L complains that Santander UK Plc gave notice in July 2025 that it planned to migrate L’s account, which is ‘free’ from fees to an account which incurs a monthly fee in October 2025. L says this is unfair as, when it opened the account... (5 pages)View decision -
Decision Reference DRN-6304884
21 Apr 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6304884 The complaint Mrs J complains that Admiral Insurance (Gibraltar) Limited (Admiral) declined a claim she made under her car insurance policy. What happened Mrs J had car insurance with Admiral. The named driver on the policy was stopped by the Police whilst driving, and the ... (4 pages)View decision -
Decision Reference DRN-6238444
21 Apr 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-6238444 The complaint Mr G complains that First Response Finance Limited (‘FRFL’) treated him unfairly when it entered into a motor finance agreement with him. He’s said that that FRFL failed to disclose the commission it paid to the motor dealer that introduced his business and th... (3 pages)View decision -
Decision Reference DRN-6198381
21 Apr 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6198381 The complaint Mr H is complaining about the quality of a vehicle supplied to him by BMW Financial Services (GB) Limited (BMWFS). What happened In December 2022, Mr H acquired a new car through a hire purchase agreement with BMWFS. The cash price of the car was around £73,600... (4 pages)View decision -
Decision Reference DRN-6296895
21 Apr 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6296895 The complaint Mr and Mrs R complain because Aviva Insurance Limited hasn’t paid a cancellation claim under their travel insurance policy. All references to Aviva include the agents appointed to handle claims and complaints on its behalf. What happened Mr and Mrs R are insure... (3 pages)View decision -
Decision Reference DRN-6269384
21 Apr 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6269384 The complaint Mr S complains that J.P. Morgan Europe Limited, trading as Chase, won’t provide him with a refund when he became the victim of a scam. What happened There is a lack of information on the events that occurred on 26 September 2025. Mr S explains this is because ... (4 pages)View decision -
Decision Reference DRN-6236187
21 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6236187 The complaint Ms B complains that National Westminster Bank Public Limited Company (NatWest) won’t refund money she lost to an impersonation scam. What happened Ms B has limited recollection of events and the following appears to have occurred on 6 January 2026: • Ms B rec... (4 pages)View decision