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-5447398
19 Aug 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5447398 The complaint Mrs H and Mr H complain Ageas Insurance Limited (Ageas) declined the claim they made under their home insurance policy. This complaint has been bought by both Mrs H and Mr H, but as Mr H has been leading in the complaint, and for ease, I’ve referred to him thro... (4 pages)View decision -
Decision Reference DRN-5206083
19 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5206083 Complaint Mr P is unhappy that HSBC UK Bank Plc (trading as First Direct) didn’t reimburse him after he reported falling victim to a scam. Background Mr P saw an advertisement on social media promoting what appeared to be an investment opportunity. The opportunity was being ... (3 pages)View decision -
Decision Reference DRN-5761399
19 Aug 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5761399 The complaint Mr J complains about the quality of a car supplied to him by Motonovo Finance Limited (‘MF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes w... (7 pages)View decision -
Decision Reference DRN-5593548
19 Aug 2025 Mercedes-Benz Insurance Services UK Limited Not upheldInsuranceDRN-5593548 The complaint Miss D has complained about the service provided by Mercedes-Benz Insurance Services UK Limited (‘Mercedes’), an insurance intermediary, when she wanted to make a claim on her roadside assistance policy. All references to Mercedes include its agents. What hap... (3 pages)View decision -
Decision Reference DRN-5726570
19 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5726570 The complaint Miss G has complained about the quality of a car she acquired using finance from BMW Financial Services(GB) Limited (‘BMWFS’). What happened In September 2023, Miss G entered into a finance agreement with BMWFS for a brand new car. But, in April 2024, she conta... (3 pages)View decision -
Decision Reference DRN-5707781
19 Aug 2025 Trinity Lane Insurance Company Limited UpheldInsuranceDRN-5707781 The complaint Ms L complains that she is out of pocket as a result of Trinity Lane Insurance Company Limited’s delays when dealing with a claim on her specialist vehicle motor insurance policy. Ms L’s partner, Mr C, is a named driver on the policy. He has taken some of the a... (6 pages)View decision -
Decision Reference DRN-5740365
19 Aug 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5740365 The complaint Miss R has complained that Acromas Insurance Company Limited unreasonably refused to pay her claim under her Parts and Garage insurance policy. What happened Miss R bought this policy on 21 October 2024 in connection with her AA breakdown policy. For this Part... (4 pages)View decision -
Decision Reference DRN-5659623
19 Aug 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5659623 The complaint Mr S’ complaint is about a claim he made on his ARAG Legal Expenses Insurance Company Limited (‘ARAG’) which ARAG declined to cover. Mr S says ARAG treated him unfairly. In this decision, all references to ARAG include their claims handlers. What happened Mr S... (3 pages)View decision -
Decision Reference DRN-5577748
19 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5577748 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) didn’t complete adequate affordability checks and had it done so, it would have seen the loan offered and advanced to him (by it) was unaffordable. Mr R says he was in financial difficulty at the relevant time and h... (3 pages)View decision -
Decision Reference DRN-5551567
19 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5551567 The complaint Mr F has complained about the information Lendable Ltd recorded on his credit file. What happened My provisional decision of 22 July 2025 set out the background to this complaint: “In January 2020, Lendable accepted reduced repayments towards Mr F’s loan accoun... (3 pages)View decision