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 393318 results
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Decision Reference DRN-5441510
29 Sep 2025 Amtrust International Underwriters DAC Not upheldInsuranceDRN-5441510 The complaint Mr W and Ms C complain that AmTrust International Underwriters DAC (“AmTrust”) unfairly declined a claim they made under their new home warranty. What happened Mr W and Ms C purchased a newly built property which was completed in 2017 and came with a 10-year bu... (6 pages)View decision -
Decision Reference DRN-5848838
29 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5848838 The complaint Mr A complains that BMW Financial Services (GB) Limited, trading as Alphera Financial Services, unfairly declined his application for car finance. What happened Mr A applied to Alphera Financial Services in December 2024 for finance to pay for a car purchase an... (3 pages)View decision -
Decision Reference DRN-5740618
29 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5740618 The complaint Mr C and Mrs C complain that Oodle Financial Services Limited trading as Oodle Car Finance didn’t tell them that there was an outstanding balance on their account for over 13 months after the agreement was settled. What happened Mr C and Mrs C were supplied wit... (3 pages)View decision -
Decision Reference DRN-5712417
29 Sep 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5712417 The complaint Mr K complains about the amount that he was required to pay by Secure Trust Bank plc, trading as V12 Vehicle Finance, to settle the hire purchase agreement under which a car had been supplied to him. What happened A used car was supplied to Mr K under a hire pu... (3 pages)View decision -
Decision Reference DRN-5840090
29 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5840090 The complaint Mr S complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mr S under a hire purcha... (4 pages)View decision -
Decision Reference DRN-5687376
29 Sep 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5687376 The complaint Mr P complains that a car that was supplied to him under a hire purchase agreement with First Response Finance Limited wasn’t of satisfactory quality. Mr P’s representative is also involved in his complaint. What happened I issued a provisional decision on this... (4 pages)View decision -
Decision Reference DRN-5848894
29 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5848894 The complaint Mr B complains that Wise Payments Limited didn’t do enough to prevent the loss he suffered when he sent money to its customer’s account as the result of an alleged scam. Mr B has used a representative to bring his complaint, but for ease of reading, I’ll mostl... (3 pages)View decision -
Decision Reference DRN-5848879
29 Sep 2025 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-5848879 The complaint Mr H has a Halifax-branded self-invested personal pension (SIPP) operated by A J Bell, which includes a Halifax Share Dealing Limited (“Halifax”) trading account. He raised three heads of complaint against Halifax: 1. A technical fault with the Halifax share d... (6 pages)View decision -
Decision Reference DRN-5844247
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5844247 The complaint Ms A complains that Monzo Bank Ltd didn’t do enough to prevent her losing money to what she says was a scam. What happened Ms A says she’d set up a store on an online marketplace and received a message and email saying that she needed to verify her card to get... (5 pages)View decision -
Decision Reference DRN-5637800
29 Sep 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5637800 The complaint Mr W is unhappy that Assurant General Insurance Limited haven’t agreed to repair his phone under warranty after it sustained further damage. What happened Mr W held mobile phone insurance with Assurant. In February 2025, his phone suffered water damage, so he ... (3 pages)View decision