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 375868 results
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Decision Reference DRN-5576644
29 Aug 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5576644 The complaint Mrs K and Mrs Q complain that ARAG Legal Expenses Insurance Company Limited has unfairly declined a claim under their landlord legal expenses insurance policy. Where I refer to ARAG, this includes the actions of its agents and claims handlers for which it take... (2 pages)View decision -
Decision Reference DRN-5713211
29 Aug 2025 First Central Underwriting Limited UpheldInsuranceDRN-5713211 The complaint Mr H complains First Central Underwriting Limited (First Central) unfairly increased the cost of his motor insurance policy and collected the additional amount from his bank account without his consent. First Central are the underwriters of this policy i.e. th... (3 pages)View decision -
Decision Reference DRN-5601402
29 Aug 2025 LEASYS UK LTD Not upheldConsumer CreditDRN-5601402 The complaint Mr H complains that a car supplied to him under a hire agreement with LEASYS UK LTD (LU) of unsatisfactory quality. What happened In August 2024, Mr H took delivery of a brand-new car through a hire agreement with LU. Mr H paid an initial rental of £1,008.32, ... (3 pages)View decision -
Decision Reference DRN-5783501
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5783501 The complaint Mrs B complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs B has explained that between June and Octo... (2 pages)View decision -
Decision Reference DRN-5783477
29 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5783477 The complaint Ms H is unhappy that a car supplied to her under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA) was of unsatisfactory quality. When I refer to what Ms H or CA have said or done, it should also be taken to include things said or done on their behalf.... (5 pages)View decision -
Decision Reference DRN-5640338
29 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5640338 The complaint Mrs S complains that a car supplied to him under a hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (AFS) is of unsatisfactory quality. What happened In August 2024, Mrs S entered into a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5553994
29 Aug 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5553994 Complaint Mr P has complained about a personal loan Fairscore Ltd (trading as “Updraft”) which he says was unfairly lent to him. He says he was lent to at a time when he already had significant debts. Background Updraft provided Mr P with a loan for £2,500.00 in March 2023.... (3 pages)View decision -
Decision Reference DRN-5732469
29 Aug 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5732469 The complaint Mr H complains that MBNA Limited didn’t tell him that his promotional interest free rate of interest had ended. What happened On 14 September 2023 Mr H opened a credit card account with MBNA. The card had a promotional 0% interest rate for balance transfers for... (3 pages)View decision -
Decision Reference DRN-5783301
29 Aug 2025 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5783301 The complaint Mrs A complains she’s not received her annual statement from Scottish Friendly due to an issue with their IT system. Mrs A is supported by her husband in bringing this complaint. For ease, I will refer to all actions as being those of Mrs A. What happened Mrs ... (3 pages)View decision -
Decision Reference DRN-5623393
29 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5623393 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited dealt with a claim against his motor insurance policy. Reference to Admiral includes its agents. What happened Mr B had a motor insurance policy underwritten by Admiral. In November 2024, a named d... (4 pages)View decision
