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-5528672
2 May 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5528672 The complaint Mr and Mrs A have complained that Great Lakes Insurance SE declined a claim they made on a travel insurance policy. As it is Mr A leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs A and their four chil... (3 pages)View decision -
Decision Reference DRN-5446701
2 May 2025 Experian Limited Not upheldConsumer CreditDRN-5446701 The complaint Mr P complains Experian Limited are reporting incorrect information about him on his credit file. What happened Mr P held several accounts with a bank, I’ll refer to as H. He says H froze, restricted and reduced his accounts requiring him to use a credit card,... (4 pages)View decision -
Decision Reference DRN-5525127
2 May 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5525127 The complaint Ms W complains that BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (Alphera) unfairly charged her for damage to a car after she voluntarily terminated a hire purchase agreement. What happened I issued a provisional decision setting out... (5 pages)View decision -
Decision Reference DRN-5513860
2 May 2025 Inclusive Finance Limited UpheldConsumer CreditDRN-5513860 The complaint Miss H complains that Inclusive Finance Limited trading as Creditspring is holding her liable for a loan that she says was taken out fraudulently. What happened In January 2023, Creditspring received a loan application in Miss H’s name. The loan was approved an... (3 pages)View decision -
Decision Reference DRN-5516111
2 May 2025 Lendable Ltd Not upheldConsumer CreditDRN-5516111 The complaint Miss A complains that Lendable Ltd trading as Lendable was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest, and any adverse information removed from her credit file. What happened Miss A was provide... (2 pages)View decision -
Decision Reference DRN-5434812
2 May 2025 Society of Lloyd's UpheldInsuranceDRN-5434812 The complaint R – a limited company – complains about the handling and claim decision reached by Society of Lloyd’s (SOL) under a commercial property owner’s insurance policy. Mr V – a company director of R – has brough the complaint on its behalf. What happened R owns a pro... (4 pages)View decision -
Decision Reference DRN-5416393
2 May 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5416393 The complaint Mr X complains that Highway Insurance Company Limited (“Highway”) unfairly declined his claim for the theft of his car and avoided (treated it as though it was never taken out) his motor insurance policy. What happened Mr X says he took a free seven-day insuran... (3 pages)View decision -
Decision Reference DRN-5467782
2 May 2025 Lloyd's Insurance Company SA Not upheldInsuranceDRN-5467782 The complaint Mr and Mrs M have complained about Lloyd's Insurance Company SA (Lloyd’s) decision not to pursue the recovery of claim costs including the excess for a claim under their holiday home insurance policy. Mr and Mrs M are being represented in their complaint. ... (2 pages)View decision -
Decision Reference DRN-5338704
2 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5338704 The complaint Miss M complains that she was told by Vanquis Bank Limited that a payment she was intending to make would provide her with protection under section 75 of the Consumer Credit Act 1974 (“section 75”). The item was not delivered and so she says she has lost money ... (2 pages)View decision -
Decision Reference DRN-5525993
2 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5525993 The complaint Miss S complains that NewDay Ltd irresponsibly lent to her. What happened Miss S was approved for an NewDay credit card (which I will refer to as A in this decision), in December 2018 with a credit limit of £450. I have detailed the credit limit changes below: ... (5 pages)View decision