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 380824 results
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Decision Reference DRN-5768027
25 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5768027 The complaint Mr T complains that the car he acquired financed through a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (“BMWFS”), was mis-sold to him. What happened In July 2024 Mr T acquired a car financed through a ... (3 pages)View decision -
Decision Reference DRN-5823613
25 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5823613 The complaint Mr M has complained that Bank of Scotland plc (BoS) mis-sold him fee-paying Gold and Platinum packaged accounts. Mr M has also complained that he found it difficult to downgrade his account. Account history • Fee-paying Gold account opened – 17 September 2012 •... (4 pages)View decision -
Decision Reference DRN-5608135
25 Sep 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5608135 The complaint Miss W complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (“Quidmarket”) provided her with multiple high-cost loans without conducting proper affordability checks. What happened Miss W had three loans with Quidmarket. The first was taken in Febr... (3 pages)View decision -
Decision Reference DRN-5810225
25 Sep 2025 Lendable Ltd UpheldBanking and PaymentsDRN-5810225 The complaint Mr S is unhappy that Lendable Ltd, trading as Zable, didn’t help him regain access to their mobile app while he was overseas which resulted in him missing payments and incurring adverse credit file reporting. What happened Mr S contacted Zable while overseas be... (3 pages)View decision -
Decision Reference DRN-5751690
25 Sep 2025 QUILTER FINANCIAL SERVICES LIMITED UpheldInvestmentsDRN-5751690 The complaint Mr B, represented by a claims management company (CMC), complains he was given unsuitable investment advice by Quilter Financial Services Limited, then didn’t receive the ongoing advice service for which he was charged. What happened Mr B met with Quilter’s adv... (4 pages)View decision -
Decision Reference DRN-5716665
25 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5716665 The complaint Miss M complains that the car she acquired financed through a conditional sale agreement with Close Brothers Limited ("CBL") wasn't of satisfactory quality. What happened On 10 March 2023 Miss M acquired a used car financed through a conditional ... (3 pages)View decision -
Decision Reference DRN-5756462
25 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5756462 The complaint Mr L and Mr S complain that U K Insurance Limited trading as Direct Line (Direct Line) cancelled a commercial vehicle insurance policy and retained the full premium. What happened The detailed background to this complaint is well known to both parties. So, I’ll... (3 pages)View decision -
Decision Reference DRN-5583082
25 Sep 2025 Nationwide Building Society Not upheldMortgagesDRN-5583082 The complaint Mr T and Miss K complain that Nationwide Building Society didn’t do enough to inform them of the deadline to fix a new interest rate product to start the following month. What happened Mr T and Miss K have a mortgage with Nationwide. Their fixed interest rate ... (2 pages)View decision -
Decision Reference DRN-5129545
25 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5129545 The complaint Mr W complains about a number of issues he experienced with Monzo Bank, after he couldn’t access its mobile app or use his debit card. What happened On 8 April 2024, Mr W says he tried to access his Monzo account using its app, but there was some kind of system... (7 pages)View decision -
Decision Reference DRN-5790726
25 Sep 2025 AWP P&C S.A. UpheldInsuranceDRN-5790726 The complaint Ms T complains that AWP P&C S.A. declined her claim for permanent total disablement (“PTD”) under her travel insurance policy. What happened Ms T had a single trip travel insurance policy that covered her between 27 December 2019 and 26 December 2021. The ... (3 pages)View decision
