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 124111 results
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Decision Reference DRN-5761399
19 Aug 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5761399 The complaint Mr J complains about the quality of a car supplied to him by Motonovo Finance Limited (‘MF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes w... (7 pages)View decision -
Decision Reference DRN-5726570
19 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5726570 The complaint Miss G has complained about the quality of a car she acquired using finance from BMW Financial Services(GB) Limited (‘BMWFS’). What happened In September 2023, Miss G entered into a finance agreement with BMWFS for a brand new car. But, in April 2024, she conta... (3 pages)View decision -
Decision Reference DRN-5707781
19 Aug 2025 Trinity Lane Insurance Company Limited UpheldInsuranceDRN-5707781 The complaint Ms L complains that she is out of pocket as a result of Trinity Lane Insurance Company Limited’s delays when dealing with a claim on her specialist vehicle motor insurance policy. Ms L’s partner, Mr C, is a named driver on the policy. He has taken some of the a... (6 pages)View decision -
Decision Reference DRN-5551567
19 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5551567 The complaint Mr F has complained about the information Lendable Ltd recorded on his credit file. What happened My provisional decision of 22 July 2025 set out the background to this complaint: “In January 2020, Lendable accepted reduced repayments towards Mr F’s loan accoun... (3 pages)View decision -
Decision Reference DRN-5731166
19 Aug 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5731166 The complaint Ms G and Mr H are unhappy that Astrenska Insurance Limited trading as Collinson Insurance partially settled their claim when Ms G became too unwell to travel. What happened Ms G and Mr H bought a single trip travel insurance policy from Astrenska in January 202... (4 pages)View decision -
Decision Reference DRN-5731107
19 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5731107 The complaint Mr B has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (‘Amex’) unfairly declined his claim under section 75 of the Consumer Credit Act 1974. What happened In May 2022, Mr B used his Amex credit card to buy three LPWAN Cry... (3 pages)View decision -
Decision Reference DRN-5671665
19 Aug 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5671665 The complaint Mr R complains about a car supplied to him using a hire purchase agreement taken out with MI Vehicle Finance Limited (“MIVF”). What happened In February 2023, Mr R acquired a used car using a hire purchase agreement with MIVF. The car was around five years old... (5 pages)View decision -
Decision Reference DRN-5082597
19 Aug 2025 abrdn Fund Managers Limited UpheldInvestmentsDRN-5082597 The complaint Mrs K has complained that abrdn Fund Managers Limited (‘abrdn’) caused her unnecessary expense when selling her stocks and shares ISA and her withdrawal of the proceeds. What happened Mrs K had been a customer of abrdn since 2004. In April 2024 she decided to ... (4 pages)View decision -
Decision Reference DRN-5762206
19 Aug 2025 Unum Ltd UpheldInsuranceDRN-5762206 The complaint Mrs P complains that Unum Ltd declined her claim under an income protection policy. What happened Mrs P is covered by an income protection policy, which is provided by Unum. The policy pays a benefit if Mrs P is unable to work due to an illness or injury. The ... (6 pages)View decision -
Decision Reference DRN-5756012
19 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5756012 The complaint Miss S is unhappy that Clydesdale Bank Plc, trading as Virgin Money, have reported a late payment to her credit file. What happened Miss S has a credit account with Virgin. On 11 November 2024, Virgin issued a monthly account statement to Miss S which explained... (3 pages)View decision
