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 369227 results
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Decision Reference DRN-5590073
13 Jun 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5590073 The complaint Mrs and Mr W complain about Ageas Insurance Limited’s decision not to renew their home insurance policy. Ageas has been represented on the complaint by its agent. All references to Ageas include its agent. In the decision, I refer to Mrs W, who is the first nam... (3 pages)View decision -
Decision Reference DRN-5620667
13 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5620667 The complaint Mr A complains that NewDay Ltd trading as Fluid have irresponsibly lent to him. What happened Mr A was approved for a Fluid credit card, in January 2020 with a £450 credit limit. I have detailed the credit limit changes below: August 2020 £450 to £1,200 Februar... (4 pages)View decision -
Decision Reference DRN-5622397
13 Jun 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5622397 The complaint Mr M complains about Sabre Insurance Company Limited’s decision to decline a claim and cancel a car insurance policy. What happened Mr M had a car insurance policy with Sabre. In May 2024, he reported the theft of his car and made a claim. In November 2024, Sab... (4 pages)View decision -
Decision Reference DRN-5613115
13 Jun 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5613115 The complaint Mr V complains through a representative that Blue Motor Finance Ltd (“Blue Motor”) gave him a hire purchase agreement without carrying out sufficient affordability checks. Had it made better checks, Blue Motor would’ve seen he couldn’t afford the repayments. W... (4 pages)View decision -
Decision Reference DRN-5241819
13 Jun 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5241819 The complaint Miss W complains EGR WEALTH LIMITED (EGR) is responsible for mis-selling her an investment into a bond. She says there were failings in the way the investment was sold, and she has suffered a loss as a result. What happened In January 2020, Miss W invested aro... (10 pages)View decision -
Decision Reference DRN-5234561
13 Jun 2025 Lendable Ltd Not upheldConsumer CreditDRN-5234561 The complaint Mr W is unhappy that a car supplied to him under a hire purchase agreement with Lendable Ltd trading as Autolend (Autolend) was of unsatisfactory quality. When I refer to what Mr W or Autolend have said or done, it should also be taken to include things said o... (3 pages)View decision -
Decision Reference DRN-5601716
13 Jun 2025 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-5601716 The complaint Mr and Mrs S’ complaint is about the administration of their mortgage application by Mortgage Advice Bureau Limited (MAB). They are unhappy that, despite them asking for a lower interest rate product when it became available, MAB did not change it with the lend... (5 pages)View decision -
Decision Reference DRN-5539986
13 Jun 2025 Scottish Widows Limited Not upheldInvestmentsDRN-5539986 The complaint Mr B and Miss B complain on behalf of the estate of Mrs B about the way SCOTTISH WIDOWS LIMITED (SWL) handled a request to be paid the sum assured on a life cover policy. They believe SWL has failed to pay the proceeds due from the policy. What happened In Jan... (3 pages)View decision -
Decision Reference DRN-5622361
13 Jun 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5622361 The complaint Mr and Mrs P have complained about their vehicle insurer West Bay Insurance Plc because it has declined their claim for their double-cab pick-up damaged, they say, when a car collided with a trailer they were towing. What happened Mr and Mrs P were towing a tr... (3 pages)View decision -
Decision Reference DRN-5382555
13 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5382555 The complaint Mr K complains about the administration of a hire purchase agreement he had with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (‘Alphera’). He says some of the actions they took have caused him financial detriment and the communicati... (5 pages)View decision
