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 121074 results
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Decision Reference DRN-5417956
23 May 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5417956 The complaint Ms A complains about the outstanding balance owed under a hire purchase agreement taken out with BMW Financial Services (GB) Limited. What happened In October 2021, Ms A says her former partner, who I’ll call ‘R’, took her to a car dealership to get a brand new... (7 pages)View decision -
Decision Reference DRN-5577002
23 May 2025 American International Group UK Limited UpheldInsuranceDRN-5577002 The complaint Mr A has complained that American International Group UK Limited (AIG) unreasonably refused to pay his claim for the theft of his mobile phone under his mobile phone insurance policy. What happened On 30 June 2024, Mr A said he had called a taxi via an app, it... (4 pages)View decision -
Decision Reference DRN-5545441
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5545441 The complaint A company, which I will refer to as H, complains that Revolut Ltd introduced a new fee for its Basic Business Account without giving adequate notice. What happened H’s director told us: On 25 February 2025, Revolut wrote to him to say it was introducing a mo... (3 pages)View decision -
Decision Reference DRN-5465795
23 May 2025 Countrywide Principal Services Limited UpheldInsuranceDRN-5465795 The complaint Mr N complains that Countrywide Principal Services Limited trading as Countrywide Insurance Services mis-sold a rent protection insurance policy to him and that it later cancelled the policy. What happened In March 2024, Mr N took out rent and legal protection ... (4 pages)View decision -
Decision Reference DRN-5581190
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5581190 The complaint Mr U complains that Revolut Ltd didn’t do enough to protect him when he was falling victim to a scam, and that it hasn’t refunded his losses since the scam was revealed. What happened I issued a provisional decision (PD) for Mr U’s complaint on 15 May 2025. I’... (10 pages)View decision -
Decision Reference DRN-5498820
23 May 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5498820 The complaint Mrs H and Mr Y have complained about Legal and General Assurance Society Limited’s (“L&G”) handling of a critical illness claim. What happened The details of this complaint are well known to both parties, so I won't repeat them again here. Instead I’ll... (2 pages)View decision -
Decision Reference DRN-5547845
23 May 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5547845 The complaint Mrs S has complained about Domestic & General Insurance Plc’s (‘D&G’s’) failure to provide information and support in relation to a claim she made for a replacement washing machine. What happened On 6 May 2025 I issued a provisional decision, explaining... (5 pages)View decision -
Decision Reference DRN-5580848
23 May 2025 BUPA Insurance Limited UpheldInsuranceDRN-5580848 The complaint Mrs M has complained about the poor service provided by BUPA Insurance Limited in relation to a private medical insurance policy. What happened The policy began on 20 September 2024 with a monthly premium of £185.60. However, from 25 September 2024 Mrs M was u... (2 pages)View decision -
Decision Reference DRN-5510359
23 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5510359 The complaint Mr H complains that Lendable Ltd failed to check sufficiently whether he could sustain repayments before they agreed to lend to him. What happened In May 2024 Mr H entered into A Fixed Sum Loan agreement with Lendable for £5,000. After interest fees and charg... (4 pages)View decision -
Decision Reference DRN-5580896
23 May 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5580896 The complaint Mr L is complaining about the quality of a vehicle supplied to him by Creation Consumer Finance Ltd (Creation). A representative has assisted Mr L with his complaint, but I’ll refer to Mr L throughout my decision for simplicity. What happened In November 2023, ... (4 pages)View decision
