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 393318 results
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Decision Reference DRN-5745414
1 Dec 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5745414 The complaint Mr N complains that a car acquired under a hire purchase agreement with CA Auto Finance UK Ltd trading as CA Auto Finance UK (“CAA”) wasn’t of satisfactory quality when it was supplied to him. Mr N has also complained that the mileage range of the car was misr... (4 pages)View decision -
Decision Reference DRN-5988294
1 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5988294 The complaint Mr D has complained about the way EE Limited dealt with him when he took out credit agreements to buy devices. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, to summarise, Mr D... (4 pages)View decision -
Decision Reference DRN-5910799
1 Dec 2025 Scotwest Credit Union Limited Not upheldConsumer CreditDRN-5910799 The complaint Mr M complains Scotwest Credit Union Limited (Scotwest) acted irresponsibly by failing to request sight of his bank account statements before approving him for credit. What happened In November 2018, Mr M took out a fixed sum loan with Scotwest. He borrowed £2,... (4 pages)View decision -
Decision Reference DRN-5948875
1 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5948875 The complaint Mr J has complained about Assurant General Insurance Limited’s handling of his mobile phone claim. What happened Mr J has mobile phone and gadget insurance with Assurant. He made a claim in May 2025 following the loss of his Apple iphone X. Assurant accepted th... (2 pages)View decision -
Decision Reference DRN-5984624
1 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-5984624 The complaint Ms A complains about the quality of a car she has been financing through an agreement with Lendable Ltd trading as Autolend. What happened Ms A took receipt of a used car in October 2024. She financed the deal through a hire purchase agreement with Autolend. In... (5 pages)View decision -
Decision Reference DRN-5384366
1 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5384366 The complaint Mr C has complained about Santander UK Plc not refunding several payments he says he made and lost to an authorised push payment (APP) gambling scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail h... (3 pages)View decision -
Decision Reference DRN-5344530
1 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5344530 The complaint Mrs B is unhappy as she doesn’t think that Aviva Life & Pensions UK Limited (‘Aviva’) has correctly administered the reviewable whole of life policy she holds with it. What happened I've outlined what I think are the key events and points involved in ... (7 pages)View decision -
Decision Reference DRN-5881638
1 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5881638 The complaint Mr L is unhappy that The Royal Bank of Scotland Plc (RBS) will not refund all the money he lost as the result of an investment scam. Mr L brought his complaint through a representative. For ease of reading I will refer solely to Mr L in this decision. What happ... (3 pages)View decision -
Decision Reference DRN-5941357
1 Dec 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5941357 The complaint Mrs M and Mr M have complained on behalf of company E about a commercial mortgage account it holds with Shawbrook Bank Limited. Company E said Shawbrook transferred funds without its permission. It also said interest rate change letters and annual statements we... (3 pages)View decision -
Decision Reference DRN-5950779
1 Dec 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5950779 The complaint Miss M and Mr M have complained about three mortgage accounts they hold with Shawbrook Bank Limited. They’ve said Shawbrook transferred funds between the accounts without their permission in 2017 and 2018, which led to arrears. They’ve also said interest rate c... (4 pages)View decision