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 4777 results
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Decision Reference DRN-5313326
28 Apr 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5313326 The complaint Mrs O has complained Mitsubishi HC Capital UK PLC limited trading as Novuna (Novuna), is holding her liable for a loan she didn’t take out. What happened Mrs O said she was victim to a scam. She said she received an unexpected call from a third party about inv... (4 pages)View decision -
Decision Reference DRN-5516193
7 May 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5516193 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with Specialist Motor Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint last month in which I described what had hap... (5 pages)View decision -
Decision Reference DRN-4823460
19 Jun 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4823460 The complaint Mr S complains about Advantage Insurance Company Limited (Advantage) cancelling his motor insurance policy due to non-disclosure of his vehicle being wrapped. Any reference to Advantage in this decision includes their agents. Mr S was supported by a representative... (5 pages)View decision -
Decision Reference DRN-5736144
5 Nov 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5736144 The complaint Mr H has complained about the quality of a car provided on finance by Specialist Motor Finance Limited (“SMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. SMF supplied Mr H with a used car on a hire purchase ... (4 pages)View decision -
Decision Reference DRN-4565775
21 Oct 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4565775 The complaint Mrs B complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera). What happened Alphera supplied Mrs B with a used car on a hire purchase agreement in June 2021. The cash pri... (5 pages)View decision -
Decision Reference DRN-3639040
26 Sep 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3639040 The complaint Mr B complains Clydesdale Bank Plc trading as Virgin Money (Clydesdale) won’t refund money he lost when he fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, and... (4 pages)View decision -
Decision Reference DRN-5503146
2 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5503146 The complaint Ms A complains that Admiral Insurance (Gibraltar) Limited mishandled two claims on her motor insurance policy. What happened The subject matter of the insurance was a car that had first been registered in 2012. Ms A acquired the car no later than January 2022,... (6 pages)View decision -
Decision Reference DRN-5726704
19 Aug 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5726704 The complaint Mrs M complains Sainsbury’s Bank Plc, has not treated her fairly when she made a claim under section 75 of the Consumer Credit Act 1974 (‘CCA’) in relation to the purchase of a car which turned out to have faults. What happened The parties to the complaint are ... (4 pages)View decision -
Decision Reference DRN-2483038
7 Jan 2021 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-2483038 The complaint Mr A is unhappy BMW Financial Services (GB) Limited (BMWFS) has supplied him with a car which he believes wasn’t of satisfactory quality. He also complains he was mis-led about the car’s fuel consumption. What happened In May 2019, Mr A acquired a brand-new car w... (5 pages)View decision -
Decision Reference DRN5887798
4 Jul 2019 DAS Legal Expenses Insurance Company Limited UpheldInsurance (excluding PPI)The trustees of a trust, W, complain that DAS Legal Expenses Insurance Company Limited (“DAS”) have unfairly declined its insurance claim for legal expenses.backgroundI issued my provisional decision on this complaint in June 2019, which forms part of this final decision... (5 pages)View decision