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-5241216
10 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5241216 The complaint Mr C complains about the quality of a used car that was supplied through a hire purchase agreement with BMW Financial Services (GB) Limited (BMWFS). What happened In December 2023, Mr C acquired a used car which was financed by BMWFS. The car was around nine mo... (4 pages)View decision -
Decision Reference DRN-5655848
10 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5655848 The complaint Mrs P has complained on behalf of the estate of Mr P that esure Insurance Limited failed to pay him the market value of his car under his motor policy when it was written off following an accident. The late Mr P very sadly died in December 2024, before our inv... (5 pages)View decision -
Decision Reference DRN-5171607
10 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5171607 The complaint Miss M complains about the hire agreement she has with Motability Operations Limited (‘Motability’). Miss M says that it has acted unfairly when it terminated the agreement. And she thinks that she should receive a refund of the amounts she has paid and the fue... (2 pages)View decision -
Decision Reference DRN-5606782
10 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5606782 The complaint Mr H is unhappy that American Express Services Europe Limited (“AmEx”) won’t honour a promotional offer he believes that he qualified for and is entitled to. What happened Mr H received an offer online for an AmEx Premium Plus Card which would entitle him to 60... (2 pages)View decision -
Decision Reference DRN-5683095
10 Jul 2025 American International Group UK Limited Not upheldInsuranceDRN-5683095 The complaint Mr C and Mrs V complain because American International Group UK Limited trading as AIG UK has refused to pay a travel insurance claim for cancelled flights. This complaint has been brought to us by a representative. While Mr and Mrs B are parties to this compla... (3 pages)View decision -
Decision Reference DRN-5683083
10 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5683083 The complaint Mrs H is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited (Black Horse) was of an unsatisfactory quality. When I refer to what Mrs H or Black Horse have said or done, it should also be taken to include things said or ... (5 pages)View decision -
Decision Reference DRN-5441988
10 Jul 2025 The Alan Stevenson Partnership Ltd Not upheldInsuranceDRN-5441988 The complaint Mr M complains about the advice given by the Alan Stevenson Partnership Ltd and says it was responsible for his property being underinsured. What happened Mr M had a landlord’s insurance policy for the two properties, which he let to tenants. The policy renewed... (3 pages)View decision -
Decision Reference DRN-5160495
10 Jul 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5160495 The complaint Mr T complains that Marks and Spencer Financial Services Plc trading as M&S Bank didn’t do enough to prevent him losing money to a scam. Mr T has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr T himself... (3 pages)View decision -
Decision Reference DRN-5386193
10 Jul 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5386193 The complaint Mr S complains PRA Group (UK) Limited have failed to meaningfully consider his request for his outstanding debt to be written off. What happened As I understand it Mr S had a credit card with a provider I’ll refer to as B. The account was sold to PRA on 16 Octo... (3 pages)View decision -
Decision Reference DRN-5683211
10 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5683211 The complaint Mr C complains that Barclays Bank UK PLC won’t refund the money he says he lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of what happened here. Mr C engaged the se... (3 pages)View decision
