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 123440 results
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Decision Reference DRN-5568408
18 Jun 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5568408 The complaint Mr S complains that the vehicle he acquired through BMW Financial Services(GB) Limited, t/a ALPHERA Financial Services (“BMW”) wasn’t of satisfactory quality. He says the vehicle is not fit for purpose and he wants to reject the car and have the credit agreemen... (6 pages)View decision -
Decision Reference DRN-5474145
18 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5474145 The complaint Mr W complains that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Finance (RCI) is of unsatisfactory quality and that he tried to reject it within the first 30 days of the agreement, but RCI have r... (4 pages)View decision -
Decision Reference DRN-5290153
18 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5290153 The complaint Mr and Mrs N complained about Admiral Insurance (Gibraltar) Limited’s settlement of their motor insurance claim. Mr and Mrs N are both complainants, but as he’s been the main correspondent and for ease of reading, I’ve referred to only Mr N below. What happen... (4 pages)View decision -
Decision Reference DRN-5542660
18 Jun 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5542660 The complaint Mrs M and Mr M complain that ARAG Legal Expenses Insurance Company Limited declined their claim for an emergency roof repair. What happened Mrs M and Mr M held an add on policy to their contents insurance to cover home emergency repairs which is underwritten b... (3 pages)View decision -
Decision Reference DRN-5109051
18 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5109051 The complaint Mr L complains about the quality of a used vehicle he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr L says that the van wasn’t of satisfactory quality, and it has needed to be repaired several times very soon after... (4 pages)View decision -
Decision Reference DRN-5625464
18 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5625464 The complaint Miss J complains about the level of service provided by Ageas Insurance Limited following an escape of water claim under a buildings insurance policy. Reference to Ageas include its agents. What happened I issued a provisional decision on 30 May 2025. I set out... (4 pages)View decision -
Decision Reference DRN-5433575
18 Jun 2025 Western Provident Association Limited UpheldInsuranceDRN-5433575 The complaint Mr F has complained that Western Provident Association Limited (trading as WPA) declined a claim he made on a private medical insurance policy. What happened Mr F purchased the policy in September 2023. He was diagnosed with osteoarthritis in June 2024 and req... (4 pages)View decision -
Decision Reference DRN-5327100
18 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5327100 The complaint Miss B has complained about American Express Service Europe Limited’s (AESEL) handling of her refund claims. What happened Miss B used her AESEL credit card to make several purchases with a supplier I shall call “T”. However various items weren’t delivered corr... (5 pages)View decision -
Decision Reference DRN-5057324
17 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5057324 The complaint Mrs A complains that Lloyds Bank PLC closed her account without warning and will not reopen the account for her. She is also unhappy that they will not accept the proof of address document she provided to them. What happened Mrs A opened an account with Lloyds ... (4 pages)View decision -
Decision Reference DRN-5160096
17 Jun 2025 abrdn Fund Managers Limited UpheldInvestmentsDRN-5160096 The complaint Mr and Mrs W complain that abrdn Fund Managers Limited (‘abrdn’) wrongly told them that historic information about their investments wasn’t available. This complaint was made jointly by Mr and Mrs W. While some of the actions taken were done by one or other of ... (6 pages)View decision
