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
-
Decision Reference DRN-4652026
26 Mar 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4652026 Complaint Ms S complains that Startline Motor Finance Limited (“Startline”) unfairly entered into a hire- purchase agreement with her. She’s said the monthly payments to the agreement were not affordable and so she shouldn’t have been accepted for it. Background In January 2022... (5 pages)View decision -
Decision Reference DRN-5025312
24 Sep 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5025312 The complaint Mr S has complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as Alphera Financial Services (BMWFS). What happened BMWFS supplied Mr S with a used car on a hire purchase agreement in September 2021. The cash ... (5 pages)View decision -
Decision Reference DRN2724240
23 Jun 2020 Southern Rock Insurance Company Limited UpheldInsurance (excluding PPI)Mrs H complained that Southern Rock Insurance Company Limited avoided (treated it as if it had never existed) her motor insurance policy and refused to pay her claim. backgroundMrs H‘s car was unfortunately stolen and she made a claim under her policy with Southern Rock. But Southern Rock ... (5 pages)View decision -
Decision Reference DRN-2836990
7 Jun 2021 Aviva Insurance Limited UpheldInsuranceDRN-2836990 The complaint Mr and Mrs H are complaining about the administration of their car insurance by Aviva Insurance Limited. The policy holder is Mrs H with Mr H as named driver. Mr H has been the main correspondent. What happened In December 2019, Mr H was driving his car, a Suzuki,... (5 pages)View decision -
Decision Reference DRN-2424145
2 Sep 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2424145 The complaint Miss T complains about a Personal Contract Purchase (PCP) agreement provided by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (‘MBFS’). Miss T says she was pressured into taking the finance rather than paying for the car outright and... (5 pages)View decision -
Decision Reference DRN-4161676
16 Jun 2023 Sporting Index Limited UpheldInvestmentsDRN-4161676 The complaint Mr D complains that Sporting Index Limited allowed him to open a spread betting account when it was inappropriate for him. What happened Mr D had an account with Sporting Index Limited. He placed a number of fixed odds bets but also incurred losses playing virtual... (4 pages)View decision -
Decision Reference DRN-5729779
1 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5729779 The complaint Mr P complains about the balance owed under a conditional sale agreement with Santander Consumer (UK) Plc. What happened In June 2022, Mr P got a van from a dealer. Around a year later, Mr P gave the van back to the dealer and completed the relevant paperwork w... (5 pages)View decision -
Decision Reference DRN2050704
13 Dec 2019 PSA Finance UK Limited UpheldBanking and creditMr S complains that he was mis-sold a hire purchase agreement for a car, financed by PSA Finance UK Limited.backgroundIn November 2015 Mr S bought a car under a hire purchase agreement financed by PSA Finance. In 2018, at the end of the agreement, he discovered that if he wanted to keep th... (5 pages)View decision -
Decision Reference DRN-4947363
5 Aug 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4947363 The complaint Miss M complains that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”) was misrepresented at the point of sale. What happened I issued a provisional decision on this... (5 pages)View decision -
Decision Reference DRN-3628951
3 Aug 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3628951 The complaint Miss S has complained about her car insurer, Accredited Insurance (Europe) Ltd (“AIE”). It declined her claim made when her car was stolen; she thinks it handled the claim poorly and is unhappy with it being declined, as well as her car (which was recovered) havin... (5 pages)View decision