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 4790 results
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Decision Reference DRN-5158162
6 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5158162 The complaint Mrs R complains that the vehicle she acquired through Stellantis Financial Services UK Limited (“SFS”) wasn’t of satisfactory quality. She says the vehicle is not fit for purpose and wants the vehicle repairing at no cost to herself. What happened Mrs R entered... (4 pages)View decision -
Decision Reference DRN-4199489
23 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4199489 The complaint Mr D has complained about the way Advantage Insurance Company Limited handled things when he notified it of an incident where no party wished to claim. All reference to the insurer Advantage in my decision includes its agents. What happened In October 2022 Mr D ha... (3 pages)View decision -
Decision Reference DRN-4502854
21 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4502854 The complaint L complains that Monzo Bank Ltd did not refund the £4,500 he lost to a scam. What happened L is a limited company, and Mr B has brought the complaint on its behalf, so I’ll mostly refer to him throughout the decision. Both parties are aware of the circumstances of... (4 pages)View decision -
Decision Reference DRN-6087226
29 Jan 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-6087226 The complaint Miss M complains about Hutchison 3G UK Limited trading as Three (‘H’) registering a default on her credit file in respect of a finance agreement she took out with it. What happened The parties are familiar with the background details of this complaint – so I wi... (4 pages)View decision -
Decision Reference DRN-4743509
22 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4743509 The complaint Mr S complains that U K Insurance Limited (UKI) cancelled his car insurance policy without telling him and he was then stopped by the Police for driving without insurance. What happened Mr S took out a car insurance policy with UKI on 20 September 2023 to start on... (4 pages)View decision -
Decision Reference DRN-3753754
16 Dec 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3753754 The complaint Miss W complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMW) misrepresented the car they supplied her with. What happened In October 2021 Miss W acquired a used car through a hire purchase agreement with BMW. Shortly after ... (4 pages)View decision -
Decision Reference DRN-3189697
8 Dec 2021 Calpe Insurance Company Limited Not upheldInsuranceDRN-3189697 The complaint Mr D complains that Calpe Insurance Company Limited (Calpe) have settled a claim against him without his consent and without giving him the opportunity to defend it, and he is being asked to pay £835.14 excess for an accident that wasn’t his fault. What happened ... (4 pages)View decision -
Decision Reference DRN-4261290
11 Dec 2023 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-4261290 The complaint Mrs T complains that Adrian Flux Insurance Services Group (“Adrian Flux”) mis-sold her a car insurance policy. She also complains about them sending her a letter informing her that her policy would be cancelled. What happened Mrs T took out a policy through a brok... (3 pages)View decision -
Decision Reference DRN-5356630
10 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5356630 The complaint Mr O complains about the market value Admiral Insurance (Gibraltar) Limited placed on his car when settling a claim made under his motor insurance policy. What happened Mr O had a motor insurance policy underwritten by Admiral. In August 2024, Mr O’s car was d... (5 pages)View decision -
Decision Reference DRN-4738642
12 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4738642 The complaint Mr G complains about the way National Westminster Bank Plc handled a dispute he raised with it (‘NatWest’). What happened The parties are familiar with the background of this complaint – so I will only cover it briefly here. It reflects my informal remit. Mr G say... (4 pages)View decision