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 123743 results
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Decision Reference DRN-5634833
19 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5634833 The complaint Mr T is complaining about Tandem Motor Finance Limited trading as 1st Stop Car Finance (1 st Stop). He says they were irresponsible in lending to him because the repayments were unaffordable. Mr T is represented by a third party but for ease, I’ve written as if... (8 pages)View decision -
Decision Reference DRN-5634805
19 Jun 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5634805 The complaint Mr J complains that Travelers Insurance Company Limited (‘Travelers’) declined a claim he made on his Narrowboats and Inland Craft insurance policy in addition to retaining his premium. What happened In March 2024 Mr J contacted Travelers to make a claim after... (3 pages)View decision -
Decision Reference DRN-5634661
19 Jun 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5634661 The complaint Mrs J is unhappy with Frasers Group Financial Services Limited, trading as Studio (Frasers) because she says they did not correctly adjust the balance on her running credit account when a refund was applied to the account. Mrs J is represented in this matter b... (5 pages)View decision -
Decision Reference DRN-5631288
19 Jun 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5631288 The complaint Miss F has complained that she is unhappy with the quality of a car she acquired in May 2021, using a hire purchase agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“BMWFS”). Miss F also feels that the car was not suita... (5 pages)View decision -
Decision Reference DRN-5634295
18 Jun 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5634295 The complaint Mr H complains about Assurant General Insurance Limited (“Assurant”) for the way it conducted his claim for repair to his phone. He wants Assurant to arrange for a repair or replacement of his phone so that it is constituted of fully genuine parts. What happene... (4 pages)View decision -
Decision Reference DRN-5558365
18 Jun 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5558365 The complaint Mr H complains about the quality of the car he was supplied under a hire purchase agreement with Specialist Motor Finance Limited (“SMFL”) What happened Mr H has been represented when bringing his case to our service by his wife, but for simplicity, I will alwa... (4 pages)View decision -
Decision Reference DRN-5634380
18 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5634380 The complaint Mrs D’s complaint is made in relation to a loan she took out in 2014 and is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 ... (9 pages)View decision -
Decision Reference DRN-5593465
18 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5593465 The complaint Mr P complains about a car supplied to him on finance by RCI Financial Services Limited trading as Nissan Financial Services (‘RCI’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. I... (5 pages)View decision -
Decision Reference DRN-5358227
18 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5358227 The complaint N a limited company complains Lloyds Bank PLC failed to properly transfer online banking access when changes were requested. This resulted in N’s account being passed to collections. N is represented by two directors – Mr N and Mrs B. What happened The detail... (4 pages)View decision -
Decision Reference DRN-5543582
18 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5543582 The complaint Mr C complains that Kroo Bank Ltd hasn’t reimbursed a payment that he says he didn’t make. He’s also unhappy with the customer service related to his claim. What happened As both parties are familiar with the facts of this case, I’ll summarise them briefly. Mr ... (3 pages)View decision
