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 123872 results
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Decision Reference DRN-5238418
21 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5238418 The complaint Mr W complains that a car acquired under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I ... (4 pages)View decision -
Decision Reference DRN-5560574
21 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5560574 The complaint Mr W has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In late 2023 Mr W opened an account with Kroo. Mr W has said that he never made any transactions on the account and only opened i... (3 pages)View decision -
Decision Reference DRN-5597058
21 Jul 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5597058 The complaint Miss A is unhappy with several aspects of the service that she’s received from Vanquis Bank Limited. What happened Miss A has a credit account with Vanquis which has had limited functionality since February 2022. In August 2024, Miss A wanted to make purchases ... (3 pages)View decision -
Decision Reference DRN-5659469
21 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5659469 The complaint Mr M complains about a claim he made to Nationwide Building Society (Nationwide) in respect of a wedding dress which was not fit for purpose. What happened In August 2022, Mr M purchased a wedding dress for his daughter from a merchant, who I’ll call B. He paid... (4 pages)View decision -
Decision Reference DRN-5376253
21 Jul 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5376253 The complaint Ms I is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened On 31 May 2024, Ms I was supplied with a used car through a hire purchase agreement with Startline. ... (4 pages)View decision -
Decision Reference DRN-5234213
21 Jul 2025 AJ Bell Asset Management Limited UpheldInvestmentsDRN-5234213 The complaint Mr D complains that AJ Bell Asset Management Limited: Caused him to miss out on an investment opportunity because of a fault with its app. Gave him wrong information. Didn’t reply to his complaint about a security incident which led his account to be loc... (3 pages)View decision -
Decision Reference DRN-5695850
21 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5695850 The complaint Mr M complains that Santander UK Plc sent its response to his data subject access request (DSAR) to an incorrect address causing him financial loss and distress. What happened Mr M says that the information was delivered to his neighbour as it was addressed to... (3 pages)View decision -
Decision Reference DRN-5701207
21 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5701207 The complaint Mr Y is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn) was of an unsatisfactory quality. What happened In March 2024 Mr Y was supplied with a used car through a conditional sale agreement with Mone... (5 pages)View decision -
Decision Reference DRN-5705235
21 Jul 2025 Accelerant Insurance UK Limited UpheldInsuranceDRN-5705235 The complaint Mr W complains about Accelerant Insurance UK’s handling of his building warranty claim. All references to Accelerant also include its appointed agents. What happened My decision refers to events up to Accelerant’s final response letter of October 2024. Any refe... (8 pages)View decision -
Decision Reference DRN-5526002
21 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5526002 The complaint Miss O complains about the settlement of her motor insurance claim by Admiral Insurance (Gibraltar) Limited. What happened The following is intended only as a summary of events. Additionally, for the sake of simplicity, I have largely just referred to Miss O and A... (3 pages)View decision
